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The effects of customer age and recovery strategies in a service failure setting
16 references·5 citing·40 second hop
The effects of customer age and recovery strategies in a service failure setting (2010)The effects of customer age and recovery …Advances in Consumer Research (2025)Advances in Consumer ResearchSatisfaction: A Behavioral Perspective on the Consumer (2014)Satisfaction: A Behavioral Pe…Satisfaction: a behavioral perspective on the consumer (2010)Satisfaction: a behavioral pe…The Role of Emotions in Marketing (1999)The Role of Emotions in Marke…Taking time seriously: A theory of socioemotional selectivity. (1999)Taking time seriously: A theo…A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery (1999)A Model of Customer Satisfact…Customer Switching Behavior in Service Industries: An Exploratory Study (1995)Customer Switching Behavior i…Cognitive, Affective, and Attribute Bases of the Satisfaction Response (1993)Cognitive, Affective, and Att…Assessing the Dimensionality and Structure of the Consumption Experience: Evaluation, Feeling, and Satisfaction (1993)Assessing the Dimensionality …The Dimensionality of Consumption Emotion Patterns and Consumer Satisfaction (1991)The Dimensionality of Consump…The Service Encounter: Diagnosing Favorable and Unfavorable Incidents (1990)The Service Encounter: Diagno…Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses (1990)Evaluating Service Encounters…Structural equation modeling in practice: A review and recommended two-step approach. (1988)Structural equation modeling …On the Evaluation of Structural Equation Models (1988)On the Evaluation of Structur…Product/Consumption-Based Affective Responses and Postpurchase Processes (1987)Product/Consumption-Based Aff…Social Behavior: Its Elementary Forms (1963)Social Behavior: Its Elementa…Navigating the complexities of financial services marketing through a bibliometric analysis of the Journal of Financial Services Marketing (2009–2022) (2023)Navigating the complexities o…Determinants of banking consumers’ engagement in post service failure positive word-of-mouth (2019)Determinants of banking consu…Demystifying the impact of self-indulgence and self-control on customer-employee rapport and customer happiness (2019)Demystifying the impact of se…The role of employee emotional competence in service recovery encounters (2018)The role of employee emotiona…Employee Attractiveness and Customers’ Service Failure Perceptions (2017)Employee Attractiveness and C…The Principles of Psychology (1891)Belief, Attitude, Intention and Behavior: An Introduction to Theory and Research (1975)A circumplex model of affect. 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References

  • 1988Structural equation modeling in practice: A review and recommended two-step approach.41,858 cited
  • 1988On the Evaluation of Structural Equation Models26,139 cited
  • 2025Advances in Consumer Research13,264 cited
  • 2010Satisfaction: a behavioral perspective on the consumer6,042 cited
  • 1999Taking time seriously: A theory of socioemotional selectivity.5,371 cited
  • 1990Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses4,950 cited
  • 1990The Service Encounter: Diagnosing Favorable and Unfavorable Incidents4,857 cited
  • 1963Social Behavior: Its Elementary Forms4,692 cited
  • 1999The Role of Emotions in Marketing3,295 cited
  • 1993Cognitive, Affective, and Attribute Bases of the Satisfaction Response3,249 cited
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  • 1995Customer Switching Behavior in Service Industries: An Exploratory Study2,903 cited
  • 1987Product/Consumption-Based Affective Responses and Postpurchase Processes2,464 cited
  • 1991The Dimensionality of Consumption Emotion Patterns and Consumer Satisfaction2,162 cited
  • 1999A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery

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2,058 cited
  • 1993Assessing the Dimensionality and Structure of the Consumption Experience: Evaluation, Feeling, and Satisfaction1,971 cited
  • Cited by

    • 2018The role of employee emotional competence in service recovery encounters53 cited
    • 2017Employee Attractiveness and Customers’ Service Failure Perceptions41 cited
    • 2019Demystifying the impact of self-indulgence and self-control on customer-employee rapport and customer happiness34 cited
    • 2019Determinants of banking consumers’ engagement in post service failure positive word-of-mouth28 cited
    • 2023Navigating the complexities of financial services marketing through a bibliometric analysis of the Journal of Financial Services Marketing (2009–2022)11 cited