Citation map · Study

SZodixStudyAcademic Library

Shelves Open access

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

Recovery of online service: Perceived justice and transaction frequency

16 references·7 citing·36 second hop

FromToDepth

this work references cited by second hop

References

1981Evaluating Structural Equation Models with Unobservable Variables and Measurement Error108,884 cited
1988Structural equation modeling in practice: A review and recommended two-step approach.41,858 cited
1985A Conceptual Model of Service Quality and Its Implications for Future Research21,635 cited
2002Evaluating Goodness-of-Fit Indexes for Testing Measurement Invariance16,246 cited
1996The Behavioral Consequences of Service Quality11,994 cited
1999Whence Consumer Loyalty?7,319 cited
1988The Social Psychology of Procedural Justice6,583 cited
1990The Service Encounter: Diagnosing Favorable and Unfavorable Incidents4,857 cited
1975Procedural Justice: A Psychological Analysis3,245 cited
1976Procedural Justice: A Psychological Analysis2,907 cited
2000Self-Service Technologies: Understanding Customer Satisfaction with Technology-Based Service Encounters2,906 cited
1995Customer Switching Behavior in Service Industries: An Exploratory Study2,903 cited
1998Customer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing2,718 cited
1989EFFECTS OF PROCEDURAL AND DISTRIBUTIVE JUSTICE ON REACTIONS TO PAY RAISE DECISIONS.2,518 cited
2001

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

Satisfaction, Repurchase Intent, and Repurchase Behavior: Investigating the Moderating Effect of Customer Characteristics

2,256 cited

1998Customer Satisfaction and Word of Mouth2,105 cited

Cited by

2013An examination of negative e-WOM adoption: Brand commitment as a moderator186 cited
2014Effects of complaint behaviour and service recovery satisfaction on consumer intentions to repurchase on the internet60 cited
2022Online service failure: antecedents, moderators and consequences56 cited
2019To fly or not to fly? An empirical study of trust, post-recovery satisfaction and loyalty of Malaysia Airlines passengers55 cited
2020“It’s not worth the effort”! Examining service recovery in Airbnb and other homesharing platforms35 cited
2016Who is talking, who is listening? Service recovery through online customer-to-customer interactions32 cited
2021Understanding the impact of the relationship quality on customer loyalty: the moderating effect of online service recovery28 cited