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Opportunistic customer claiming during service recovery

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References

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1997Customer voluntary performance: Customers as partners in service delivery1,325 cited

1997Explaining Bargaining Impasse: The Role of Self-Serving Biases1,071 cited

Cited by

2013Managing customer misbehavior: challenges and strategies139 cited
2010Customers acting badly: Evidence from the hospitality industry120 cited
2017The Social Dimension of Service Interactions114 cited
2014How Much Compensation Should a Firm Offer for a Flawed Service? An Examination of the Nonlinear Effects of Compensation on Satisfaction110 cited
2012Motives of dysfunctional customer behavior: an empirical study107 cited
2017Service Employee Responses to Angry Customer Complaints95 cited
2016Managing online service recovery: procedures, justice and customer satisfaction93 cited
2019Effectiveness of error management training in the hospitality industry: Impact on perceived fairness and service recovery performance93 cited
2017Service failures in e-retailing: Examining the effects of response time, compensation, and service criticality88 cited
2015Defective co-creation83 cited
2017The dual effects of perceived unfairness on opportunism in channel relationships76 cited
2019Social contagion of online and offline deviant behaviors and its value outcomes: The case of tourism ecosystems73 cited
2019How Do Consumers See Firms’ Family Nature? A Review of the Literature67 cited
2019I Can Forgive You, But I Can’t Forgive the Firm: An Examination of Service Failures in the Sharing Economy63 cited
2014Effect of corporate social responsibility, customer attribution and prior expectation on post-recovery satisfaction63 cited
2015Do supplier perceptions of buyer fairness lead to supplier sales growth?63 cited