Citation map · Study

SZodixStudyAcademic Library

Shelves Open access

Study · an open academic library·Metadata from OpenAlex (CC0)·Shelves·OpenAlex metadata, de-duplicated

Implementing service recovery through customer relationship management: identifying the antecedents

16 references·12 citing·36 second hop

FromToDepth

this work references cited by second hop

References

1999Cutoff criteria for fit indexes in covariance structure analysis: Conventional criteria versus new alternatives108,592 cited
1951Coefficient Alpha and the Internal Structure of Tests43,892 cited
1988Structural equation modeling in practice: A review and recommended two-step approach.41,858 cited
1992Alternative Ways of Assessing Model Fit27,192 cited
1996Power analysis and determination of sample size for covariance structure modeling.10,386 cited
1993Lisrel 8: Structural Equation Modeling With the Simplis Command Language7,691 cited
1994DETERMINANTS OF INNOVATIVE BEHAVIOR: A PATH MODEL OF INDIVIDUAL INNOVATION IN THE WORKPLACE.6,061 cited
1972Principles of Marketing5,587 cited
1990Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses4,950 cited
1990The Service Encounter: Diagnosing Favorable and Unfavorable Incidents4,857 cited
1988The Empowerment Process: Integrating Theory and Practice4,310 cited
1992Self-Efficacy: A Theoretical Analysis of Its Determinants and Malleability3,550 cited
1998Customer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing2,718 cited
2003Scaling Procedures2,135 cited
2003

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

Scaling Procedures: Issues and Applications

2,091 cited

1996The Management of Customer-Contact Service Employees: An Empirical Investigation1,920 cited

Cited by

2018Social media technology use and salesperson performance: A two study examination of the role of salesperson behaviors, characteristics, and training145 cited
2020The double-edged sword effect of service recovery awareness of frontline employees: From a job demands-resources perspective37 cited
2021Barriers to service recovery in B2B markets: a TISM approach in the context of IT-based services37 cited
2013Identifying satisfied/dissatisfied service encounters in higher education28 cited
2015Consumer attitude towards service failure and recovery in higher education28 cited
2015How online service recovery approaches bolster recovery performance? A multi-level perspective25 cited
2019Empowerment in service recovery: the role of self-regulation process of frontline employee25 cited
2020Creating an effective self-managed service climate for frontline service employees24 cited
2016Three dimensions of service recovery: examining relationship and impact21 cited
2021Antecedents of professionals’ self-efficacy in professional service firms: effects of external source credibility and content quality20 cited
2012Customer relationship management (CRM) in a South African service environment : an exploratory study19 cited
2013Applying Critical Incidents Technique to Explore the Categories of Service Failure and Service Recovery for Taiwanese International Airlines14 cited