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Servicescape Failure and Recovery Strategy in the Food Service Industry: The Effect on Customer Repatronization
16 references·0 citing·53 second hop
Servicescape Failure and Recovery Strategy in the Food Service Industry: The Effect on Customer Repatronization (2010)Servicescape Failure and Recovery Strateg…Customers’ cognitive, emotional, and actionable response to the servicescape: A test of the moderating effect of the restaurant type (2008)Customers’ cognitive, emotion…The Effect of Environmental Perceptions on Behavioral Intentions Through Emotions: The Case of Upscale Restaurants (2007)The Effect of Environmental P…Critical Incident Technique (2007)Critical Incident TechniqueConsumer responses to compensation, speed of recovery and apology after a service failure (2004)Consumer responses to compens…The Role of Emotions in Service Encounters (2002)The Role of Emotions in Servi…Service recovery's influence on consumer satisfaction, positive word-of-mouth, and purchase intentions (2001)Service recovery's influence …The impact of other customers on service experiences: A critical incident examination of “getting along” (1997)The impact of other customers…The effect of the servicescape on customers’ behavioral intentions in leisure service settings (1996)The effect of the servicescap…Service recovery: Impact on satisfaction and intentions (1995)Service recovery: Impact on s…Customer Switching Behavior in Service Industries: An Exploratory Study (1995)Customer Switching Behavior i…The Service Encounter: Diagnosing Favorable and Unfavorable Incidents (1990)The Service Encounter: Diagno…Reliability of Nominal Data Based on Qualitative Judgments (1989)Reliability of Nominal Data B…THE PEOPLE MAKE THE PLACE (1987)THE PEOPLE MAKE THE PLACEMood States and Consumer Behavior: A Critical Review (1985)Mood States and Consumer Beha…A Conceptual Model of Service Quality and Its Implications for Future Research (1985)A Conceptual Model of Service…Content Analysis in Consumer Research (1977)Content Analysis in Consumer …Belief, Attitude, Intention and Behavior: An Introduction to Theory and Research (1975)A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)Firms Reap what they Sow: The Effects of Shared Values and Perceived Organizational Justice on Customers’ Evaluations of Complaint Handling (2003)Tourist satisfaction a cognitive-affective model (2008)e‐WOM Scale: word‐of‐mouth measurement scale for e‐services context (2010)Developing Buyer-Seller Relationships (1987)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)Reliability of Content Analysis: The Case of Nominal Scale Coding (1955)The general inquirer: A computer approach to content analysis. 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(1990)Measuring Service Quality: A Reexamination and Extension (1992)Relational Benefits in Services Industries: The Customer's Perspective (1998)A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery (1999)Self-Service Technologies: Understanding Customer Satisfaction with Technology-Based Service Encounters (2000)The Discovery of Grounded Theory (2017)Atmospherics as a Marketing Tool (1974)Hedonic Consumption: Emerging Concepts, Methods and Propositions (1982)The Experiential Aspects of Consumption: Consumer Fantasies, Feelings, and Fun (1982)Product/Consumption-Based Affective Responses and Postpurchase Processes (1987)The Dimensionality of Consumption Emotion Patterns and Consumer Satisfaction (1991)Heart and Mind in Conflict: the Interplay of Affect and Cognition in Consumer Decision Making (1999)A Coefficient of Agreement for Nominal Scales (1960)The Measurement of Observer Agreement for Categorical Data (1977)A Paradigm for Developing Better Measures of Marketing Constructs (1979)Rethinking validity and reliability in content analysis (1999)Validation Guidelines for IS Positivist Research (2004)Word of mouth communication within online communities: Conceptualizing the online social network (2007)A Theory of Social Comparison Processes (1954)Handbook of Industrial and Organizational Psychology. 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References

  • 1985A Conceptual Model of Service Quality and Its Implications for Future Research21,635 cited
  • 2007Critical Incident Technique5,287 cited
  • 1990The Service Encounter: Diagnosing Favorable and Unfavorable Incidents4,857 cited
  • 1987THE PEOPLE MAKE THE PLACE4,610 cited
  • 1995Customer Switching Behavior in Service Industries: An Exploratory Study2,903 cited
  • 1977Content Analysis in Consumer Research2,310 cited
  • 1989Reliability of Nominal Data Based on Qualitative Judgments1,575 cited
  • 1985Mood States and Consumer Behavior: A Critical Review1,046 cited
  • 2001Service recovery's influence on consumer satisfaction, positive word-of-mouth, and purchase intentions939 cited
  • 1996The effect of the servicescape on customers’ behavioral intentions in leisure service settings861 cited
  • 2002The Role of Emotions in Service Encounters810 cited
  • 1997The impact of other customers on service experiences: A critical incident examination of “getting along”766 cited
  • 2004Consumer responses to compensation, speed of recovery and apology after a service failure724 cited
  • 2008Customers’ cognitive, emotional, and actionable response to the servicescape: A test of the moderating effect of the restaurant type652 cited
  • 1995

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Service recovery: Impact on satisfaction and intentions
652 cited
  • 2007The Effect of Environmental Perceptions on Behavioral Intentions Through Emotions: The Case of Upscale Restaurants640 cited
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