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The impact of pre-existing attitude and conflict management style on customer satisfaction with service recovery
16 references·8 citing·38 second hop
The impact of pre-existing attitude and conflict management style on customer satisfaction with service recovery (2010)The impact of pre-existing attitude and c…Evolving to a New Dominant Logic for Marketing (2003)Evolving to a New Dominant Lo…Customer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing (1998)Customer Evaluations of Servi…ATTITUDES AND ATTITUDE CHANGE (1997)ATTITUDES AND ATTITUDE CHANGECustomer Switching Behavior in Service Industries: An Exploratory Study (1995)Customer Switching Behavior i…The Service Encounter: Diagnosing Favorable and Unfavorable Incidents (1990)The Service Encounter: Diagno…The Social Psychology of Procedural Justice (1988)The Social Psychology of Proc…SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)SERVQUAL: A multiple-Item Sca…Interactional justice : communication criteria of fairness (1986)Interactional justice : commu…An Investigation into the Determinants of Customer Satisfaction (1982)An Investigation into the Det…A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)A Cognitive Model of the Ante…The Social psychology of intergroup relations (1979)The Social psychology of inte…Equity : theory and research (1978)Equity : theory and researchEquity, Equality, and Need: What Determines Which Value Will Be Used as the Basis of Distributive Justice? (1975)Equity, Equality, and Need: W…The Handbook of Social Psychology (1969)The Handbook of Social Psycho…Inequity In Social Exchange (1965)Inequity In Social ExchangeForming impressions of personality. (1946)Forming impressions of person…Examining factors influencing the user’s loyalty on algorithmic news recommendation service (2024)Examining factors influencing…Working too much in China's tech industry: corporate social advocacy as a crisis response strategy to issue-based opinion polarization (2023)Working too much in China's t…Opportunism and conflict as precursors of non-economic and economic satisfaction outcomes in seller–customer business relationships (2020)Opportunism and conflict as p…Social media conflicts during the financial crisis: Managerial implications for retail banks (2019)Social media conflicts during…What may lead you to recommend and revisit a hotel after a service failure instead of complaining? (2015)What may lead you to recommen…Determining adequate tangible compensation in service recovery processes for developed and developing countries: The role of severity and responsibility (2014)Determining adequate tangible…Analysis of the moderating role of the gender variable in service recovery processes (2012)Analysis of the moderating ro…Age matters: How developmental stages of adulthood affect customer reaction to complaint handling efforts (2012)Age matters: How developmenta…Strategic Management and Marketing in the Service Sector (1984)A Conceptual Model of Service Quality and Its Implications for Future Research (1985)The Behavioral Consequences of Service Quality (1996)Developing Buyer-Seller Relationships (1987)Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses (1990)Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach (2001)Consumer Trust, Value, and Loyalty in Relational Exchanges (2002)The Theory of Buyer Behavior (1971)Effect of expectation and disconfirmation on postexposure product evaluations: An alternative interpretation. 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References

  • 1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality21,113 cited
  • 2003Evolving to a New Dominant Logic for Marketing14,777 cited
  • 1980A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions14,475 cited
  • 1969The Handbook of Social Psychology12,518 cited
  • 1979The Social psychology of intergroup relations11,504 cited
  • 1965Inequity In Social Exchange10,813 cited
  • 1988The Social Psychology of Procedural Justice6,583 cited
  • 1990The Service Encounter: Diagnosing Favorable and Unfavorable Incidents4,857 cited
  • 1982An Investigation into the Determinants of Customer Satisfaction2,914 cited
  • 1995Customer Switching Behavior in Service Industries: An Exploratory Study2,903 cited
  • 1986Interactional justice : communication criteria of fairness2,766 cited
  • 1975Equity, Equality, and Need: What Determines Which Value Will Be Used as the Basis of Distributive Justice?2,749 cited
  • 1998Customer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing2,718 cited
  • 1946Forming impressions of personality.2,693 cited
  • 1978Equity : theory and research2,386 cited

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  • 1997ATTITUDES AND ATTITUDE CHANGE2,290 cited
  • Cited by

    • 2015What may lead you to recommend and revisit a hotel after a service failure instead of complaining?46 cited
    • 2014Determining adequate tangible compensation in service recovery processes for developed and developing countries: The role of severity and responsibility44 cited
    • 2012Analysis of the moderating role of the gender variable in service recovery processes44 cited
    • 2012Age matters: How developmental stages of adulthood affect customer reaction to complaint handling efforts33 cited
    • 2020Opportunism and conflict as precursors of non-economic and economic satisfaction outcomes in seller–customer business relationships20 cited
    • 2024Examining factors influencing the user’s loyalty on algorithmic news recommendation service14 cited
    • 2019Social media conflicts during the financial crisis: Managerial implications for retail banks8 cited
    • 2023Working too much in China's tech industry: corporate social advocacy as a crisis response strategy to issue-based opinion polarization6 cited