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The power of explanations in mitigating the ill‐effects of service failures

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References

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1990The Service Encounter: Diagnosing Favorable and Unfavorable Incidents4,857 cited
1998Customer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing2,718 cited
1999A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery2,058 cited
1999A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery1,465 cited
1988Recent Attribution Research in Consumer Behavior: A Review and New Directions1,040 cited
2000Attributional Thoughts about Consumer Behavior902 cited
1987Interactional fairness judgments: The influence of causal accounts782 cited
1992Consumer responses to service failures: Influence of procedural and interactional fairness perceptions781 cited
2003Application of Fairness Theory to Service Failures and Service Recovery649 cited
1992Interpersonal Processes Involving Impression Regulation and Management542 cited
2001The effectiveness of service recovery in a multi‐industry setting508 cited
1997An experimental study of service recovery options

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452 cited

2003To justify or excuse?: A meta-analytic review of the effects of explanations.451 cited

2001Justice strategy options for increased customer satisfaction in a services recovery setting414 cited

Cited by

2012Toward Understanding Consumer Processing of Negative Online Word-of-Mouth Communication193 cited
2011A cross‐cultural comparison of perceived informational fairness with service failure explanations89 cited
2013Does a surprise strategy need words? The effect of explanations for a surprise strategy on customer delight and expectations88 cited
2010Explaining customer satisfaction with complaint handling85 cited
2018Finding Meaning in Contradiction on Employee Review Sites — Effects of Discrepant Online Reviews on Job Application Intentions73 cited
2021Managing social media recovery: The important role of service recovery transparency in retaining customers70 cited
2012Perceived justice in service recovery and switching intention68 cited
2009DEALING WITH SERVICE FAILURES: THE USE OF EXPLANATIONS67 cited
2014Relationships of Perceived Justice to Service Recovery, Service Failure Attributions, Recovery Satisfaction, and Loyalty in the Context of Airline Travelers65 cited
2014Retaining customers after service failure recoveries: a contingency model61 cited
2012Do customer relationships mitigate or amplify failure responses?59 cited
2020Examining the relationship between e-service recovery quality and e-service recovery satisfaction moderated by perceived justice in the banking context58 cited
2014The CURE scale: a multidimensional measure of service recovery strategy53 cited
2018The role of employee emotional competence in service recovery encounters53 cited
2023Service failure and service recovery: A hybrid review and research agenda52 cited
2013Customer Behavioral Intention: Influence of Service Delivery Failures and Service Recovery in Malay Restaurants52 cited