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A customer-oriented organisational diagnostic model based on data mining of customer-complaint databases
16 references·0 citing·47 second hop
A customer-oriented organisational diagnostic model based on data mining of customer-complaint databases (2011)A customer-oriented organisational diagno…Consumer responses to compensation, speed of recovery and apology after a service failure (2004)Consumer responses to compens…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…Recovering and Learning from Service Failure (1998)Recovering and Learning from …Customer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing (1998)Customer Evaluations of Servi…The Stakeholder Theory of the Corporation: Concepts, Evidence, and Implications (1995)The Stakeholder Theory of the…Customer Switching Behavior in Service Industries: An Exploratory Study (1995)Customer Switching Behavior i…Antecedents to Customer Expectations for Service Recovery (1994)Antecedents to Customer Expec…A typology of retail failures and recoveries (1993)A typology of retail failures…The fifth discipline, the art and practice of the learning organization (1991)The fifth discipline, the art…Strategies for assessing and managing organizational stakeholders (1991)Strategies for assessing and …Content-Analysis Research: An Examination of Applications with Directives for Improving Research Reliability and Objectivity (1991)Content-Analysis Research: An…The profitable art of service recovery. (1990)The profitable art of service…Organizations: Structures, Processes, and Outcomes (1988)Organizations: Structures, Pr…Basic Content Analysis (1986)Basic Content AnalysisContent Analysis in Consumer Research (1977)Content Analysis in Consumer …Belief, Attitude, Intention and Behavior: An Introduction to Theory and Research (1975)A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)Firms Reap what they Sow: The Effects of Shared Values and Perceived Organizational Justice on Customers’ Evaluations of Complaint Handling (2003)Tourist satisfaction a cognitive-affective model (2008)e‐WOM Scale: word‐of‐mouth measurement scale for e‐services context (2010)Prospect Theory: An Analysis of Decision under Risk (1979)Prospect theory: An analysis of decision under risk (1988)Structural equation modeling in practice: A review and recommended two-step approach. 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References

  • 1991The fifth discipline, the art and practice of the learning organization20,050 cited
  • 1995The Stakeholder Theory of the Corporation: Concepts, Evidence, and Implications9,170 cited
  • 1995Customer Switching Behavior in Service Industries: An Exploratory Study2,903 cited
  • 1998Customer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing2,718 cited
  • 1977Content Analysis in Consumer Research2,310 cited
  • 1999A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery2,058 cited
  • 1991Content-Analysis Research: An Examination of Applications with Directives for Improving Research Reliability and Objectivity1,523 cited
  • 1990The profitable art of service recovery.1,447 cited
  • 1991Strategies for assessing and managing organizational stakeholders1,170 cited
  • 2001Service recovery's influence on consumer satisfaction, positive word-of-mouth, and purchase intentions939 cited
  • 1993A typology of retail failures and recoveries871 cited
  • 1988Organizations: Structures, Processes, and Outcomes832 cited
  • 1986Basic Content Analysis787 cited
  • 1998Recovering and Learning from Service Failure727 cited
  • 2004Consumer responses to compensation, speed of recovery and apology after a service failure

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724 cited
  • 1994Antecedents to Customer Expectations for Service Recovery673 cited
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