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Retaining customers after service failure recoveries: a contingency model
16 references·7 citing·35 second hop
Retaining customers after service failure recoveries: a contingency model (2014)Retaining customers after service failure…A trust-based consumer decision-making model in electronic commerce: The role of trust, perceived risk, and their antecedents (2007)A trust-based consumer decisi…The Social Influence of Brand Community: Evidence from European Car Clubs (2005)The Social Influence of Brand…E‐satisfaction and e‐loyalty: A contingency framework (2003)E‐satisfaction and e‐loyalty:…Structural Equation Modeling and Regression: Guidelines for Research Practice (2000)Structural Equation Modeling …The Different Roles of Satisfaction, Trust, and Commitment in Customer Relationships (1999)The Different Roles of Satisf…Relational Benefits in Services Industries: The Customer's Perspective (1998)Relational Benefits in Servic…Customer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing (1998)Customer Evaluations of Servi…The Behavioral Consequences of Service Quality (1996)The Behavioral Consequences o…Applications of structural equation modeling in marketing and consumer research: A review (1996)Applications of structural eq…Relationship Quality in Services Selling: An Interpersonal Influence Perspective (1990)Relationship Quality in Servi…Structural equation modeling in practice: A review and recommended two-step approach. (1988)Structural equation modeling …Self-Reports in Organizational Research: Problems and Prospects (1986)Self-Reports in Organizationa…Evaluating Structural Equation Models with Unobservable Variables and Measurement Error (1981)Evaluating Structural Equatio…Belief, Attitude, Intention and Behavior: An Introduction to Theory and Research (1975)Belief, Attitude, Intention a…Modern Factor Analysis (1968)Modern Factor AnalysisModern factor analysis (1960)Modern factor analysisEmergence of social media as new normal during COVID-19 pandemic: a study on innovative complaint handling procedures in the context of banking industry (2021)Emergence of social media as …The impact of switching costs on customer complaint behavior and service recovery evaluation (2018)The impact of switching costs…The effects of service recovery and relational selling behavior on trust, satisfaction, and loyalty (2018)The effects of service recove…The mediating influence of service failure explanation on customer repurchase intention through customers satisfaction (2016)The mediating influence of se…Perceived justice and post-recovery satisfaction in banking service failures: Do commitment types matter? (2016)Perceived justice and post-re…Investigating the effects of service recovery quality elements on passengers' behavioral intention (2016)Investigating the effects of …Why didn’t it work out? The effects of attributions on the efficacy of recovery strategies (2015)Why didn’t it work out? The e…Perceived Usefulness, Perceived Ease of Use, and User Acceptance of Information Technology (1989)Common Method Variance in IS Research: A Comparison of Alternative Approaches and a Reanalysis of Past Research (2006)Specification, evaluation, and interpretation of structural equation models (2011)Lateral Collinearity and Misleading Results in Variance-Based SEM: An Illustration and Recommendations (2012)A Conceptual Model of Service Quality and Its Implications for Future Research (1985)SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)Measuring Service Quality: A Reexamination and Extension (1992)Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments (2000)Understanding Customer Experience Throughout the Customer Journey (2016)The Commitment-Trust Theory of Relationship Marketing (1994)Consumer Trust, Value, and Loyalty in Relational Exchanges (2002)Consumer Acceptance of Electronic Commerce: Integrating Trust and Risk with the Technology Acceptance Model (2003)The theory of planned behavior (1991)Examining multi-dimensional trust and multi-faceted risk in initial acceptance of emerging technologies: An empirical study of mobile banking services (2010)Effects of various characteristics of social commerce (s-commerce) on consumers’ trust and trust performance (2012)The role of live streaming in building consumer trust and engagement with social commerce sellers (2018)Construct validity in psychological tests. (1955)Review of Psychometric theory (2nd ed.). (1979)Significance tests and goodness of fit in the analysis of covariance structures. (1980)PLS-SEM: Indeed a Silver Bullet (2011)A new criterion for assessing discriminant validity in variance-based structural equation modeling (2014)Leadership: The Cutting Edge. (1979)Organizational citizenship behavior: Its nature and antecedents. (1983)Research in Organizational Behavior. (1986)Accounting for common method variance in cross-sectional research designs. (2001)Sources of Method Bias in Social Science Research and Recommendations on How to Control It (2011)Economic Forces and the Stock Market (1986)The structure of negative emotional states: Comparison of the Depression Anxiety Stress Scales (DASS) with the Beck Depression and Anxiety Inventories (1995)An updated and expanded assessment of PLS-SEM in information systems research (2017)Common method biases in behavioral research: A critical review of the literature and recommended remedies. (2003)An Examination of the Nature of Trust in Buyer-Seller Relationships (1997)A Critical Review of Construct Indicators and Measurement Model Misspecification in Marketing and Consumer Research (2003)Trust and TAM in Online Shopping: An Integrated Model1 (2003)On the Evaluation of Structural Equation Models (1988)When to use and how to report the results of PLS-SEM (2018)
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
  • 1975Belief, Attitude, Intention and Behavior: An Introduction to Theory and Research36,736 cited
  • 1986Self-Reports in Organizational Research: Problems and Prospects17,092 cited
  • 1996The Behavioral Consequences of Service Quality11,994 cited
  • 2000Structural Equation Modeling and Regression: Guidelines for Research Practice6,417 cited
  • 1960Modern factor analysis5,122 cited
  • 1999The Different Roles of Satisfaction, Trust, and Commitment in Customer Relationships4,897 cited
  • 1990Relationship Quality in Services Selling: An Interpersonal Influence Perspective4,760 cited
  • 2007A trust-based consumer decision-making model in electronic commerce: The role of trust, perceived risk, and their antecedents3,609 cited
  • 1968Modern Factor Analysis3,177 cited
  • 1998Customer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing2,718 cited
  • 1996Applications of structural equation modeling in marketing and consumer research: A review2,550 cited
  • 2005The Social Influence of Brand Community: Evidence from European Car Clubs2,395 cited

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

  • 1998Relational Benefits in Services Industries: The Customer's Perspective2,347 cited
  • 2003E‐satisfaction and e‐loyalty: A contingency framework2,306 cited
  • Cited by

    • 2016The mediating influence of service failure explanation on customer repurchase intention through customers satisfaction60 cited
    • 2016Investigating the effects of service recovery quality elements on passengers' behavioral intention56 cited
    • 2018The effects of service recovery and relational selling behavior on trust, satisfaction, and loyalty56 cited
    • 2021Emergence of social media as new normal during COVID-19 pandemic: a study on innovative complaint handling procedures in the context of banking industry50 cited
    • 2018The impact of switching costs on customer complaint behavior and service recovery evaluation47 cited
    • 2016Perceived justice and post-recovery satisfaction in banking service failures: Do commitment types matter?33 cited
    • 2015Why didn’t it work out? The effects of attributions on the efficacy of recovery strategies32 cited