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The role of culture in the perception of service recovery · Study

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ArticleThe role of culture in the perception of service recovery

Nancy Wong2003

Article2003

The role of culture in the perception of service recovery

152 citations·0/0 files stored·Journal of Business Research

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Customer Service Quality and Loyalty Service and Product Innovation Emotional Labor in Professions

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References

1988Structural equation modeling in practice: A review and recommended two-step approach.1991Culture and the Self: Implications for Cognition, Emotion, and Motivation 1981Culture's Consequences: International Differences in Work-Related Values 1979A Paradigm for Developing Better Measures of Marketing Constructs 1983Culture's Consequences: International Differences in Work-Related Values.1990Zero defections: quality comes to services.1989The self and social behavior in differing cultural contexts.1990Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses

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2012Credibility of online reviews and initial trust 2014Perceived supervisor and co-worker support for error management: Impact on perceived psychological safety and service recovery performance 2017Global Customer Engagement 2011Culture's impact on consumer complaining responses to embarrassing service failure 2012Urban destination loyalty drivers and cross-national moderator effects: The case of Barcelona

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2016Attribution of success and failure in intercultural service encounters: the moderating role of personal cultural orientationsarticle · 11 shared references 2023Mapping the service recovery research landscape: A bibliometric‐based systematic reviewreview · 11 shared references 2006A cross-cultural perspective on the role of emotion in negative service encountersarticle · 11 shared references 2004The impact of culture on consumers? perceptions of service recovery effortsarticle · 10 shared references 2002THE CUSTOMER'S PATH TO LOYALTY: A PARTIAL TEST OF THE RELATIONSHIPS OF PRIOR EXPERIENCE, JUSTICE, AND CUSTOMER SATISFACTIONthesis · 10 shared references 1998An Experimental Investigation of Customer Reactions to Service Failure and Recovery Encountersarticle · 9 shared references

Details

Year2003

Typearticle

Published2003-02-17

VenueJournal of Business Research

ISSN-L0148-2963

Languageen

Citations152

Files0 public / 0

ShelfCustomer Service Quality and Loyalty

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doi10.1016/s0148-2963(03)00002-x

openalex_workW2013773995

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2005“I” versus “we”

2006Banking customers' varied reactions to service recovery strategies

2008Twenty Years of Service Guarantee Research