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Spirals of distrust vs spirals of trust in retail customer service: consumers as victims or allies
16 references·3 citing·50 second hop
Spirals of distrust vs spirals of trust in retail customer service: consumers as victims or allies (2010)Spirals of distrust vs spirals of trust i…Relationship marketing and customer loyalty (2007)Relationship marketing and cu…The moral emotions. (2003)The moral emotions.How emotions mediate the effects of perceived justice on loyalty in service recovery situations: an empirical study (2003)How emotions mediate the effe…Repercussions of promoting an ideology of consumption: consumer misbehavior (2002)Repercussions of promoting an…A Multidisciplinary Analysis of the Nature, Meaning, and Measurement of Trust (2000)A Multidisciplinary Analysis …Understanding Customer Delight and Outrage (1999)Understanding Customer Deligh…Tit for Tat? The Spiraling Effect of Incivility in the Workplace (1999)Tit for Tat? The Spiraling Ef…Not So Different After All: A Cross-Discipline View Of Trust (1998)Not So Different After All: A…Beyond Distrust: “Getting Even” and the Need for Revenge (1996)Beyond Distrust: “Getting Eve…Why Satisfied Customers Defect (1995)Why Satisfied Customers DefectThe Effects of Supplier Fairness on Vulnerable Resellers (1995)The Effects of Supplier Fairn…Explaining the Limited Effectiveness of Legalistic “Remedies” for Trust/Distrust (1993)Explaining the Limited Effect…Determinants of Continuity in Conventional Industrial Channel Dyads (1989)Determinants of Continuity in…THE STIGMA OF BANKRUPTCY: SPOILED ORGANIZATIONAL IMAGE AND ITS MANAGEMENT. (1987)THE STIGMA OF BANKRUPTCY: SPO…Output Sector Munificence Effects on the Internal Political Economy of Marketing Channels (1987)Output Sector Munificence Eff…Influences on Exchange Processes: Buyers' Preconceptions of a Seller's Trustworthiness and Bargaining Toughness (1985)Influences on Exchange Proces…A systematic review of the dark side of CRM: the need for a new research agenda (2020)A systematic review of the da…The impact of affective and cognitive antecedents on negative word-of-mouth intentions (2016)The impact of affective and c…Customers’ needs and expectations on servicescape surveillance management (2016)Customers’ needs and expectat…Institutionalized Organizations: Formal Structure as Myth and Ceremony (1977)Economic Action and Social Structure: The Problem of Embeddedness (1985)Between Trust and Control: Developing Confidence in Partner Cooperation in Alliances (1998)SOCIAL CAPITAL AND VALUE CREATION: THE ROLE OF INTRAFIRM NETWORKS. 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(1988)Structural Equations with Latent Variables (1989)Structural Equations with Latent Variables. (1991)Assessing Measurement Invariance in Cross‐National Consumer Research (1998)E-commerce: the role of familiarity and trust (2000)Trust and TAM in Online Shopping: An Integrated Model1 (2003)Self-efficacy: the exercise of control (1997)Self-Efficacy: The Exercise of Control (1999)Collective Leadership Effects on Student Achievement (2008)District Policy and Teachers’ Social Networks (2008)School Leadership and Student Outcomes: Identifying What Works and Why (2009)The Evolution of Cooperation (1981)Institutions, Institutional Change and Economic Performance (1990)On the dimensionality of organizational justice: A construct validation of a measure. (2001)The Norm of Reciprocity: A Preliminary Statement (1960)Research in Organizational Behavior. (1986)Politeness : Some Universals in Language Usage (1987)Incivility in the workplace: Incidence and impact. 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References

  • 1998Not So Different After All: A Cross-Discipline View Of Trust10,264 cited
  • 1999Tit for Tat? The Spiraling Effect of Incivility in the Workplace3,267 cited
  • 1989Determinants of Continuity in Conventional Industrial Channel Dyads2,369 cited
  • 1995Why Satisfied Customers Defect2,226 cited
  • 1993Explaining the Limited Effectiveness of Legalistic “Remedies” for Trust/Distrust1,545 cited
  • 1995The Effects of Supplier Fairness on Vulnerable Resellers1,400 cited
  • 1985Influences on Exchange Processes: Buyers' Preconceptions of a Seller's Trustworthiness and Bargaining Toughness1,247 cited
  • 2003The moral emotions.1,095 cited
  • 2000A Multidisciplinary Analysis of the Nature, Meaning, and Measurement of Trust991 cited
  • 1987THE STIGMA OF BANKRUPTCY: SPOILED ORGANIZATIONAL IMAGE AND ITS MANAGEMENT.747 cited
  • 1996Beyond Distrust: “Getting Even” and the Need for Revenge701 cited
  • 2003How emotions mediate the effects of perceived justice on loyalty in service recovery situations: an empirical study685 cited
  • 1987Output Sector Munificence Effects on the Internal Political Economy of Marketing Channels630 cited
  • 2007Relationship marketing and customer loyalty601 cited
  • 1999Understanding Customer Delight and Outrage

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514 cited
  • 2002Repercussions of promoting an ideology of consumption: consumer misbehavior428 cited
  • Cited by

    • 2016The impact of affective and cognitive antecedents on negative word-of-mouth intentions33 cited
    • 2020A systematic review of the dark side of CRM: the need for a new research agenda33 cited
    • 2016Customers’ needs and expectations on servicescape surveillance management17 cited