References

• 1996The Behavioral Consequences of Service Quality11,994 cited
• 1965Inequity In Social Exchange10,813 cited
• 1990The Service Encounter: Diagnosing Favorable and Unfavorable Incidents4,857 cited
• 1998Customer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing2,718 cited
• 1993The Nature and Determinants of Customer Expectations of Service2,665 cited
• 1999A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery2,058 cited
• 1983Classifying Services to Gain Strategic Marketing Insights1,994 cited
• 1976What Should Be Done with Equity Theory? New Approaches to the Study of Fairness in Social Relationships.1,772 cited
• 1973New directions in equity research.1,649 cited
• 1999A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery1,465 cited
• 1990The profitable art of service recovery.1,447 cited
• 1987Defensive Marketing Strategy by Customer Complaint Management: A Theoretical Analysis1,394 cited
• 1997The effects of distributive, procedural, and interactional justice on postcomplaint behavior1,393 cited
• 1993A typology of retail failures and recoveries871 cited
• 1998An Experimental Investigation of Customer Reactions to Service Failure and Recovery Encounters