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ArticleOpportunistic customer claiming during service recovery

Jochen Wirtz2009

Article2009

Opportunistic customer claiming during service recovery

Jochen Wirtz · Janet R. McColl‐Kennedy

165 citations·0/0 files stored·Journal of the Academy of Marketing Science

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Customer Service Quality and Loyalty Service and Product Innovation AI in Service Interactions

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References

1997An Examination of the Nature of Trust in Buyer-Seller Relationships 1957Techniques of Neutralization: A Theory of Delinquency 1991Ethical Decision Making by Individuals in Organizations: An Issue-Contingent Model 1970Studies in Machiavellianism 1995Customer Switching Behavior in Service Industries: An Exploratory Study 2008The Dishonesty of Honest People: A Theory of Self-Concept Maintenance 1998Customer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing 1989Consumer Perceptions of Interpersonal Equity and Satisfaction in Transactions: A Field Survey Approach

Cited by

2013Managing customer misbehavior: challenges and strategies 2010Customers acting badly: Evidence from the hospitality industry 2014How Much Compensation Should a Firm Offer for a Flawed Service? An Examination of the Nonlinear Effects of Compensation on Satisfaction 2012Motives of dysfunctional customer behavior: an empirical study 2017Service Employee Responses to Angry Customer Complaints

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2011Opportunistic customer complaining: Causes, consequences, and managerial alternativesarticle · 13 shared references 2018DYSFUNCTIONAL CUSTOMER BEHAVIOR IN CROSS-BORDER E-COMMERCE: A JUSTICE-AFFECT-BEHAVIOR MODELarticle · 12 shared references 2010Customers acting badly: Evidence from the hospitality industryarticle · 11 shared references 2020Intellectual structure of consumer complaining behavior (CCB) research: A bibliometric analysisarticle · 11 shared references 2011Customer opportunistic complaints management: A critical incident approacharticle · 11 shared references 2015Monetary or nonmonetary compensation for service failure? A study of customer preferences under various loci of causalityarticle · 11 shared references

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Year2009

Typearticle

Published2009-10-30

VenueJournal of the Academy of Marketing Science

ISSN-L0092-0703

Languageen

Citations165

Files0 public / 0

ShelfCustomer Service Quality and Loyalty

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doi10.1007/s11747-009-0177-6

openalex_workW2075210948

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2016

Managing online service recovery: procedures, justice and customer satisfaction

2019Effectiveness of error management training in the hospitality industry: Impact on perceived fairness and service recovery performance

2017Service failures in e-retailing: Examining the effects of response time, compensation, and service criticality