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Complex service recovery processes: how to avoid triple deviation
16 references·9 citing·31 second hop
Complex service recovery processes: how to avoid triple deviation (2011)Complex service recovery processes: how t…Expanding understanding of service exchange and value co-creation: a social construction approach (2010)Expanding understanding of se…Narrative Methods for the Human Sciences (2007)Narrative Methods for the Hum…Narratives in Social Science Research (2004)Narratives in Social Science …A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery (1999)A Model of Customer Satisfact…A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery (1999)A Model of Customer Satisfact…Customer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing (1998)Customer Evaluations of Servi…Services Marketing: Integrating Customer Focus Across the Firm (1996)Services Marketing: Integrati…The Active Interview (1995)The Active InterviewMarketing Services: Competing Through Quality (1992)Marketing Services: Competing…Zero defections: quality comes to services. (1990)Zero defections: quality come…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…The Constitution of Society. Outline of the Theory of Structuration (1984)The Constitution of Society. …A Service Quality Model and its Marketing Implications (1984)A Service Quality Model and i…Boundary Spanning Roles and Organization Structure (1977)Boundary Spanning Roles and O…Language in the inner city: studies in the Black English Vernacular. By William Labov. Philadelphia: University of Pennsylvania Press, 1972. Pp. xxiv, 412. $6.95. (1975)Language in the inner city: s…Customer complaint behaviour (CCB) in the retail sector: why do customers voice their complaints on Facebook? (2018)Customer complaint behaviour …Joint effects of management responses and online reviews on hotel financial performance: A data-analytics approach (2017)Joint effects of management r…Governance in the context of inter-organizational networks: a study in local productive arrangements from Paraná state regarding the institutional approach (2016)Governance in the context of …Exploring the impact of service recovery on customer affection, perceived value, and sabotaging behaviour: does gender make a difference? (2016)Exploring the impact of servi…Why didn’t it work out? The effects of attributions on the efficacy of recovery strategies (2015)Why didn’t it work out? The e…Consumer attitude towards service failure and recovery in higher education (2015)Consumer attitude towards ser…Recovering service failure through resource integration (2014)Recovering service failure th…Identifying satisfied/dissatisfied service encounters in higher education (2013)Identifying satisfied/dissati…Co-Creating Value from IT in a Contracted Public Sector Service Environment: Perspectives on COBIT and Val IT (2012)Co-Creating Value from IT in …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)A Service‐Orientated Approach to Marketing of Services (1978)Service Quality Delivery through Web Sites: A Critical Review of Extant Knowledge (2002)The Commitment-Trust Theory of Relationship Marketing (1994)Self-Service Technologies: Understanding Customer Satisfaction with Technology-Based Service Encounters (2000)International Norm Dynamics and Political Change (1998)Social Capital, Intellectual Capital, and the Organizational Advantage (1998)Social Cognitive Theory: An Agentic Perspective (2001)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)A National Customer Satisfaction Barometer: The Swedish Experience (1992)The Behavioral Consequences of Service Quality (1996)Whence Consumer Loyalty? (1999)Using the framework method for the analysis of qualitative data in multi-disciplinary health research (2013)What can “thematic analysis” offer health and wellbeing researchers? (2014)Conceptual and design thinking for thematic analysis. (2021)Towards a Reflexive Sociology: A Workshop with Pierre Bourdieu (1989)Social Distance and Social Decisions (1997)Style: Language Variation and Identity (2007)On Time, Space, and Action Nets (2004)Narrative, organizations and research (2005)Knowledge Collaboration in Online Communities (2011)Deliberative Policy Analysis (2003)Street Phenomenology (2003)The qualitative interview in IS research: Examining the craft (2007)
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References

  • 1984The Constitution of Society. Outline of the Theory of Structuration21,160 cited
  • 1984A Service Quality Model and its Marketing Implications6,560 cited
  • 2007Narrative Methods for the Human Sciences6,164 cited
  • 1990Zero defections: quality comes to services.5,373 cited
  • 1990The Service Encounter: Diagnosing Favorable and Unfavorable Incidents4,857 cited
  • 1995The Active Interview3,068 cited
  • 1996Services Marketing: Integrating Customer Focus Across the Firm3,049 cited
  • 1975Language in the inner city: studies in the Black English Vernacular. By William Labov. Philadelphia: University of Pennsylvania Press, 1972. Pp. xxiv, 412. $6.95.3,019 cited
  • 1998Customer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing2,718 cited
  • 2004Narratives in Social Science Research2,599 cited
  • 1992Marketing Services: Competing Through Quality2,178 cited
  • 1999A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery2,058 cited
  • 1977Boundary Spanning Roles and Organization Structure1,518 cited
  • 1999A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery1,465 cited
  • 1990The profitable art of service recovery.

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1,447 cited
  • 2010Expanding understanding of service exchange and value co-creation: a social construction approach1,426 cited
  • Cited by

    • 2017Joint effects of management responses and online reviews on hotel financial performance: A data-analytics approach169 cited
    • 2014Recovering service failure through resource integration44 cited
    • 2018Customer complaint behaviour (CCB) in the retail sector: why do customers voice their complaints on Facebook?34 cited
    • 2015Why didn’t it work out? The effects of attributions on the efficacy of recovery strategies32 cited
    • 2012Co-Creating Value from IT in a Contracted Public Sector Service Environment: Perspectives on COBIT and Val IT30 cited
    • 2013Identifying satisfied/dissatisfied service encounters in higher education28 cited
    • 2015Consumer attitude towards service failure and recovery in higher education28 cited
    • 2016Exploring the impact of service recovery on customer affection, perceived value, and sabotaging behaviour: does gender make a difference?28 cited
    • 2016Governance in the context of inter-organizational networks: a study in local productive arrangements from Paraná state regarding the institutional approach1 cited