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Customer retaliation at the employee–customer interface
16 references·0 citing·47 second hop
Customer retaliation at the employee–customer interface (2008)Customer retaliation at the employee–cust…The customer is not always right: customer aggression and emotion regulation of service employees (2004)The customer is not always ri…Angry Customers don't Come Back, They Get Back: The Experience and Behavioral Implications of Anger and Dissatisfaction in Services (2003)Angry Customers don't Come Ba…The Effect of Customers' Emotional Responses to Service Failures on Their Recovery Effort Evaluations and Satisfaction Judgments (2002)The Effect of Customers' Emot…Service recovery's influence on consumer satisfaction, positive word-of-mouth, and purchase intentions (2001)Service recovery's influence …A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery (1999)A Model of Customer Satisfact…A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery (1999)A Model of Customer Satisfact…Reframing Crisis Management (1998)Reframing Crisis ManagementRetaliation in the workplace: The roles of distributive, procedural, and interactional justice. (1997)Retaliation in the workplace:…Measuring Emotions in the Consumption Experience (1997)Measuring Emotions in the Con…Tracking the evolution of the services marketing literature (1993)Tracking the evolution of the…The Service Encounter: Diagnosing Favorable and Unfavorable Incidents (1990)The Service Encounter: Diagno…SERVICE QUALITY: THE SIX CRITERIA OF GOOD PERCEIVED SERVICE QUALITY (1988)SERVICE QUALITY: THE SIX CRIT…Predictability and Personalization in the Service Encounter (1987)Predictability and Personaliz…Measuring the Involvement Construct (1985)Measuring the Involvement Con…Services Marketing: People, Technology, Strategy (1984)Services Marketing: People, T…Exit, Voice and Loyalty: Responses to Decline in Firms, Organizations, and States. 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(2002)The Theory of Buyer Behavior (1971)An Information Processing Theory of Consumer Choice (1979)Consumer perceived value: The development of a multiple item scale (2001)Consumer Brand Engagement in Social Media: Conceptualization, Scale Development and Validation (2014)Attachment and Loss (1969)The Collapse of Sensemaking in Organizations: The Mann Gulch Disaster (1993)The Stakeholder Theory of the Corporation: Concepts, Evidence, and Implications (1995)A framework for examining leadership in extreme contexts (2009)Managing Risk and Resilience (2015)Crises and Crisis Management: Integration, Interpretation, and Research Development (2016)An Investigation into the Determinants of Customer Satisfaction (1982)Classifying Services to Gain Strategic Marketing Insights (1983)A Role Theory Perspective on Dyadic Interactions: The Service Encounter (1985)Consumers' Use of Persuasion Knowledge: The Effects of Accessibility and Cognitive Capacity on Perceptions of an Influence Agent (2000)Customer-Employee Rapport in Service Relationships (2000)Are All Smiles Created Equal? How Emotional Contagion and Emotional Labor Affect Service Relationships (2006)Consumer responses to compensation, speed of recovery and apology after a service failure (2004)Understanding Organization-Customer Links in Service Settings (2005)Managing brands and customer engagement in online brand communities (2013)The proactive component of organizational behavior: A measure and correlates (1993)A Decade of System Justification Theory: Accumulated Evidence of Conscious and Unconscious Bolstering of the Status Quo (2004)Modernization, cultural change, and democracy the human development sequence (2005)A Longitudinal Study of Complaining Customers' Evaluations of Multiple Service Failures and Recovery Efforts (2002)Do Satisfied Customers Really Pay More? A Study of the Relationship between Customer Satisfaction and Willingness to Pay (2005)When Customer Love Turns into Lasting Hate: The Effects of Relationship Strength and Time on Customer Revenge and Avoidance (2009)
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References

  • 1970Exit, Voice and Loyalty: Responses to Decline in Firms, Organizations, and States.11,189 cited
  • 1985Measuring the Involvement Construct6,012 cited
  • 1990The Service Encounter: Diagnosing Favorable and Unfavorable Incidents4,857 cited
  • 1997Retaliation in the workplace: The roles of distributive, procedural, and interactional justice.2,288 cited
  • 1999A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery2,058 cited
  • 1997Measuring Emotions in the Consumption Experience1,970 cited
  • 1998Reframing Crisis Management1,534 cited
  • 1999A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery1,465 cited
  • 1987Predictability and Personalization in the Service Encounter1,135 cited
  • 1984Services Marketing: People, Technology, Strategy1,058 cited
  • 1993Tracking the evolution of the services marketing literature977 cited
  • 2001Service recovery's influence on consumer satisfaction, positive word-of-mouth, and purchase intentions939 cited
  • 2004The customer is not always right: customer aggression and emotion regulation of service employees936 cited
  • 2003Angry Customers don't Come Back, They Get Back: The Experience and Behavioral Implications of Anger and Dissatisfaction in Services897 cited

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  • 2002The Effect of Customers' Emotional Responses to Service Failures on Their Recovery Effort Evaluations and Satisfaction Judgments865 cited
  • 1988SERVICE QUALITY: THE SIX CRITERIA OF GOOD PERCEIVED SERVICE QUALITY852 cited
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