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Shining Examples of Service When the Lights Went Out: Hotel Employees and Service Recovery During the Blackout of 2003
16 references·0 citing·41 second hop
Shining Examples of Service When the Lights Went Out: Hotel Employees and Service Recovery During the Blackout of 2003 (2006)Shining Examples of Service When the Ligh…Services Marketing: Integrating Customer Focus Across the Firm (2004)Services Marketing: Integrati…Response Rate and Response Quality of Internet-Based Surveys: An Experimental Study (2004)Response Rate and Response Qu…Prepaid and Promised Incentives in Web Surveys (2003)Prepaid and Promised Incentiv…A Longitudinal Study of Complaining Customers' Evaluations of Multiple Service Failures and Recovery Efforts (2002)A Longitudinal Study of Compl…A Comparison of Mail, Fax and Web-Based Survey Methods (2001)A Comparison of Mail, Fax and…A Meta-Analysis of Response Rates in Web- or Internet-Based Surveys (2000)A Meta-Analysis of Response R…SURVEY RESEARCH (1999)SURVEY RESEARCHA Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery (1999)A Model of Customer Satisfact…Recovering and Learning from Service Failure (1998)Recovering and Learning from …An Experimental Investigation of Customer Reactions to Service Failure and Recovery Encounters (1998)An Experimental Investigation…Services Marketing: Integrating Customer Focus Across the Firm (1996)Services Marketing: Integrati…The Nature and Determinants of Customer Expectations of Service (1993)The Nature and Determinants o…The Service Encounter: Diagnosing Favorable and Unfavorable Incidents (1990)The Service Encounter: Diagno…The profitable art of service recovery. (1990)The profitable art of service…SERVICE QUALITY: THE SIX CRITERIA OF GOOD PERCEIVED SERVICE QUALITY (1988)SERVICE QUALITY: THE SIX CRIT…Key Factors in Guest Satisfaction (1988)Key Factors in Guest Satisfac…Prospect Theory: An Analysis of Decision under Risk (1979)Evaluating Structural Equation Models with Unobservable Variables and Measurement Error (1981)Prospect theory: An analysis of decision under risk (1988)Cross-Sectional versus Longitudinal Survey Research: Concepts, Findings, and Guidelines (2008)Customer Engagement Behavior: Theoretical Foundations and Research Directions (2010)Discriminant validity testing in marketing: an analysis, causes for concern, and proposed remedies (2015)Structural equation modeling in practice: A review and recommended two-step approach. (1988)Customer repurchase intention (2003)The Effects of Customer Satisfaction, Relationship Commitment Dimensions, and Triggers on Customer Retention (2005)The impact of online reviews on hotel booking intentions and perception of trust (2011)A Conceptual Model of Service Quality and Its Implications for Future Research (1985)Developing Buyer-Seller Relationships (1987)SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses (1990)Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach (2001)Consumer Trust, Value, and Loyalty in Relational Exchanges (2002)Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions (1993)Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research (1994)SERVPERF versus SERVQUAL: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality (1994)Foundations of Behavioral Research (1967)Marketing Research (1970)Foundations of Behavioral Research (1974)A Comparison of Web and Mail Survey Response Rates (2004)E-mail Survey Response Rates: A Review (2006)Factors affecting response rates of the web survey: A systematic review (2009)Politeness (1987)An alternative "description of personality": The Big-Five factor structure. (1990)Assessing Response Rates and Nonresponse Bias in Web and Paper Surveys (2003)Is There Social Capital in a Social Network Site?: Facebook Use and College Students' Life Satisfaction, Trust, and Participation (2009)Social Desirability Bias (2010)Principles of Pragmatics (2016)The Psychological Continuum Model: A Conceptual Framework for Understanding an Individual's Psychological Connection to Sport (2001)Comfort your online customer: quality, trust and loyalty on the internet (2004)The Critical Incident Technique in Service Research (2004)Managing Customer Relationships for Profit: The Dynamics of Relationship Quality (1994)The effects of distributive, procedural, and interactional justice on postcomplaint behavior (1997)Climate strength: a new direction for climate research. (2002)Understanding Service Convenience (2002)Service quality, relationship satisfaction, trust, commitment and business‐to‐business loyalty (2007)How quality, value, image, and satisfaction create loyalty at a Chinese telecom (2008)
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References

  • 1990The Service Encounter: Diagnosing Favorable and Unfavorable Incidents4,857 cited
  • 1996Services Marketing: Integrating Customer Focus Across the Firm3,049 cited
  • 1993The Nature and Determinants of Customer Expectations of Service2,665 cited
  • 2000A Meta-Analysis of Response Rates in Web- or Internet-Based Surveys2,397 cited
  • 1999A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery2,058 cited
  • 1999SURVEY RESEARCH1,852 cited
  • 2004Services Marketing: Integrating Customer Focus Across the Firm1,781 cited
  • 1990The profitable art of service recovery.1,447 cited
  • 2002A Longitudinal Study of Complaining Customers' Evaluations of Multiple Service Failures and Recovery Efforts1,201 cited
  • 1988SERVICE QUALITY: THE SIX CRITERIA OF GOOD PERCEIVED SERVICE QUALITY852 cited
  • 2004Response Rate and Response Quality of Internet-Based Surveys: An Experimental Study835 cited
  • 1998An Experimental Investigation of Customer Reactions to Service Failure and Recovery Encounters797 cited
  • 1998Recovering and Learning from Service Failure727 cited
  • 2001A Comparison of Mail, Fax and Web-Based Survey Methods506 cited
  • 1988Key Factors in Guest Satisfaction

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314 cited
  • 2003Prepaid and Promised Incentives in Web Surveys170 cited
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