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Service Recovery Strategies: The Impact of Cultural Differences

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1998

Recovering and Learning from Service Failure

727 cited

Cited by

2007Appraising Tourism and Hospitality Service Failure Events: A Chinese Perspective69 cited
2002THE CUSTOMER'S PATH TO LOYALTY: A PARTIAL TEST OF THE RELATIONSHIPS OF PRIOR EXPERIENCE, JUSTICE, AND CUSTOMER SATISFACTION65 cited
2014Determinants of Customer Complaint Behavior in a Restaurant Context: The Role of Culture, Price Level, and Customer Loyalty59 cited
2012RETHINKING SERVICE RECOVERY: A CUSTOMER EMPOWERMENT (CE) PERSPECTIVE56 cited
2003Guest Loyalty Likelihood in Relation to Hotels' Corporate Image and Reputation: A Study of Three Countries in Europe55 cited
2014Cross-cultural comparison of Chinese and Arab consumer complaint behavior in the hotel context53 cited
2013Service encounters and face loss: Issues of failures, fairness, and context52 cited
2010The Impact of Culture on eComplaints: Evidence from Chinese Consumers in Hospitality Organisations50 cited
2019Investigating the role of customers’ perceptions of employee effort and justice in service recovery46 cited
2016Understanding effects of co-creation on cognitive, affective and behavioral evaluations in service recovery: An ethnocultural analysis45 cited
2014Determining adequate tangible compensation in service recovery processes for developed and developing countries: The role of severity and responsibility44 cited
2014Complaint behavior intentions and expectation of service recovery in individualistic and collectivistic cultures42 cited
2020Consumer reactions to unsustainable luxury: a cross-country analysis40 cited
2018Systematic review of hospitality CRM research37 cited
2010Service Failure and Recovery in a Strategic Airline Alliance Context: Interplay of Locus of Service Failure and Social Identity37 cited
2007Impacts of Organizational Responses on Complainants' Justice Perceptions and Post-Purchase Behaviors34 cited