SZodixStudyAcademic Library
ShelvesOpen access
Study · an open academic library·Metadata from OpenAlex (CC0)·Shelves·OpenAlex metadata, de-duplicated
The role of culture in the perception of service recovery
16 references·16 citing·39 second hopsampled
The role of culture in the perception of service recovery (2003)The role of culture in the perception of …A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery (1999)A Model of Customer Satisfact…Assessing Measurement Invariance in Cross‐National Consumer Research (1998)Assessing Measurement Invaria…Customer Switching Behavior in Service Industries: An Exploratory Study (1995)Customer Switching Behavior i…Service Quality: New Directions in Theory and Practice (1994)Service Quality: New Directio…Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research (1994)Reassessment of Expectations …Culture and the Self: Implications for Cognition, Emotion, and Motivation (1991)Culture and the Self: Implica…Zero defections: quality comes to services. (1990)Zero defections: quality come…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…The self and social behavior in differing cultural contexts. (1989)The self and social behavior …The Confucius connection: From cultural roots to economic growth (1988)The Confucius connection: Fro…Structural equation modeling in practice: A review and recommended two-step approach. (1988)Structural equation modeling …Product/Consumption-Based Affective Responses and Postpurchase Processes (1987)Product/Consumption-Based Aff…Culture's Consequences: International Differences in Work-Related Values. (1983)Culture's Consequences: Inter…Culture's Consequences: International Differences in Work-Related Values (1981)Culture's Consequences: Inter…A Paradigm for Developing Better Measures of Marketing Constructs (1979)A Paradigm for Developing Bet…A bibliometric investigation of service failure literature and a research agenda (2020)A bibliometric investigation …The impact of perceived online service quality on swiftguanxi (2018)The impact of perceived onlin…An Empirical Comparison of Human Value Models (2018)An Empirical Comparison of Hu…Global Customer Engagement (2017)Global Customer EngagementHandling online service recovery: Effects of perceived justice on online games (2016)Handling online service recov…Perceived supervisor and co-worker support for error management: Impact on perceived psychological safety and service recovery performance (2014)Perceived supervisor and co-w…Urban destination loyalty drivers and cross-national moderator effects: The case of Barcelona (2012)Urban destination loyalty dri…Credibility of online reviews and initial trust (2012)Credibility of online reviews…Culture's impact on consumer complaining responses to embarrassing service failure (2011)Culture's impact on consumer …Cultural impacts on felt and expressed emotions and third party complaint relationships (2011)Cultural impacts on felt and …Cultural Moderation in the Formation of Recovery Satisfaction Judgments: A Cognitive-Affective Perspective (2009)Cultural Moderation in the Fo…Twenty Years of Service Guarantee Research (2008)Twenty Years of Service Guara…The influence of culture on perceptions of service employee behavior (2007)The influence of culture on p…Combining Service Blueprint and FMEA for Service Design (2007)Combining Service Blueprint a…Banking customers' varied reactions to service recovery strategies (2006)Banking customers' varied rea…“I” versus “we” (2005)“I” versus “we”Coefficient Alpha and the Internal Structure of Tests (1951)The Theory of Buyer Behavior (1971)The Nature and Scope of Marketing (1976)Measuring Service Quality: A Reexamination and Extension (1992)Trust and TAM in Online Shopping: An Integrated Model1 (2003)\nThe use of partial least squares path modeling in international marketing (2009)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)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)Market Orientation: Antecedents and Consequences (1993)Customer Loyalty: Toward an Integrated Conceptual Framework (1994)The Principles of Psychology (1891)Subjective well-being: Three decades of progress. (1999)Mind, Self, and Society (2015)The Interpretation of Cultures (2017)A circumplex model of affect. (1980)Motivation and Personality (1997)The Emerging Field of Emotion Regulation: An Integrative Review (1998)Consumer Ethnocentrism: Construction and Validation of the CETSCALE (1987)Structural Model Evaluation and Modification: An Interval Estimation Approach (1990)Structural Equations with Latent Variables. (1991)Internet Users' Information Privacy Concerns (IUIPC): The Construct, the Scale, and a Causal Model (2004)Measurement invariance conventions and reporting: The state of the art and future directions for psychological research (2016)Testing measurement invariance of composites using partial least squares (2016)Construct validity in psychological tests. (1955)Review of Psychometric theory (2nd ed.). (1979)Significance tests and goodness of fit in the analysis of covariance structures. (1980)The Commitment-Trust Theory of Relationship Marketing (1994)PLS-SEM: Indeed a Silver Bullet (2011)A new criterion for assessing discriminant validity in variance-based structural equation modeling (2014)A National Customer Satisfaction Barometer: The Swedish Experience (1992)The Behavioral Consequences of Service Quality (1996)Whence Consumer Loyalty? (1999)Universals in the Content and Structure of Values: Theoretical Advances and Empirical Tests in 20 Countries (1992)Affective, Continuance, and Normative Commitment to the Organization: A Meta-analysis of Antecedents, Correlates, and Consequences (2002)The weirdest people in the world? (2010)
this work references cited by second hop· second hop is a sample of the most-cited connections

References

  • 1988Structural equation modeling in practice: A review and recommended two-step approach.41,858 cited
  • 1991Culture and the Self: Implications for Cognition, Emotion, and Motivation21,977 cited
  • 1981Culture's Consequences: International Differences in Work-Related Values20,532 cited
  • 1979A Paradigm for Developing Better Measures of Marketing Constructs16,553 cited
  • 1983Culture's Consequences: International Differences in Work-Related Values.15,062 cited
  • 1990Zero defections: quality comes to services.5,373 cited
  • 1989The self and social behavior in differing cultural contexts.5,019 cited
  • 1990Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses4,950 cited
  • 1990The Service Encounter: Diagnosing Favorable and Unfavorable Incidents4,857 cited
  • 1998Assessing Measurement Invariance in Cross‐National Consumer Research4,759 cited
  • 1988The Confucius connection: From cultural roots to economic growth4,383 cited
  • 1994Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research3,313 cited
  • 1995Customer Switching Behavior in Service Industries: An Exploratory Study2,903 cited
  • 1987Product/Consumption-Based Affective Responses and Postpurchase Processes2,464 cited

Only edges whose both ends are imported exist here. Widen the year window, or show the whole map. Back to the work

  • 1999A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery2,058 cited
  • 1994Service Quality: New Directions in Theory and Practice1,701 cited
  • Cited by

    • 2012Credibility of online reviews and initial trust217 cited
    • 2014Perceived supervisor and co-worker support for error management: Impact on perceived psychological safety and service recovery performance151 cited
    • 2017Global Customer Engagement145 cited
    • 2011Culture's impact on consumer complaining responses to embarrassing service failure143 cited
    • 2012Urban destination loyalty drivers and cross-national moderator effects: The case of Barcelona122 cited
    • 2005“I” versus “we”120 cited
    • 2006Banking customers' varied reactions to service recovery strategies117 cited
    • 2008Twenty Years of Service Guarantee Research110 cited
    • 2007Combining Service Blueprint and FMEA for Service Design104 cited
    • 2007The influence of culture on perceptions of service employee behavior96 cited
    • 2018An Empirical Comparison of Human Value Models83 cited
    • 2020A bibliometric investigation of service failure literature and a research agenda80 cited
    • 2011Cultural impacts on felt and expressed emotions and third party complaint relationships79 cited
    • 2016Handling online service recovery: Effects of perceived justice on online games75 cited
    • 2018The impact of perceived online service quality on swiftguanxi74 cited
    • 2009Cultural Moderation in the Formation of Recovery Satisfaction Judgments: A Cognitive-Affective Perspective72 cited