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The effects of social justice and stigma-consciousness on gay customers' service recovery evaluation
16 references·0 citing·37 second hop
The effects of social justice and stigma-consciousness on gay customers' service recovery evaluation (2013)The effects of social justice and stigma-…The Social Psychology of Stigma (2004)The Social Psychology of Stig…Services Marketing: Integrating Customer Focus Across the Firm (2004)Services Marketing: Integrati…Consumer responses to compensation, speed of recovery and apology after a service failure (2004)Consumer responses to compens…Service Failure and Recovery: The Impact of Relationship Factors on Customer Satisfaction (2003)Service Failure and Recovery:…Stigma consciousness: The psychological legacy of social stereotypes. (1999)Stigma consciousness: The psy…A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery (1999)A Model of Customer Satisfact…Customer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing (1998)Customer Evaluations of Servi…The effects of distributive, procedural, and interactional justice on postcomplaint behavior (1997)The effects of distributive, …Services Marketing: Integrating Customer Focus Across the Firm (1996)Services Marketing: Integrati…Minority Stress and Mental Health in Gay Men (1995)Minority Stress and Mental He…Constructing validity: Basic issues in objective scale development. (1995)Constructing validity: Basic …The Service Encounter: Diagnosing Favorable and Unfavorable Incidents (1990)The Service Encounter: Diagno…Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses (1990)Evaluating Service Encounters…Evaluating Structural Equation Models with Unobservable Variables and Measurement Error (1981)Evaluating Structural Equatio…Stigma: Notes on the Management of Spoiled Identity (1969)Stigma: Notes on the Manageme…Stigma: Notes on the Management of Spoiled Identity. (1964)Stigma: Notes on the Manageme…A Conceptual Model of Service Quality and Its Implications for Future Research (1985)Developing Buyer-Seller Relationships (1987)SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach (2001)Consumer Trust, Value, and Loyalty in Relational Exchanges (2002)Coefficient Alpha and the Internal Structure of Tests (1951)Construct validity in psychological tests. (1955)Review of Psychometric theory (2nd ed.). (1979)Using Self-Report Assessment Methods to Explore Facets of Mindfulness (2006)A new criterion for assessing discriminant validity in variance-based structural equation modeling (2014)Best Practices for Developing and Validating Scales for Health, Social, and Behavioral Research: A Primer (2018)Nature of Prejudice (1954)How does sexual minority stigma “get under the skin”? A psychological mediation framework. (2009)Perceived discrimination and health: A meta-analytic review. (2009)Stress: Appraisal and Coping (2013)Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)Measuring Service Quality: A Reexamination and Extension (1992)Market Orientation: Antecedents and Consequences (1993)Customer Loyalty: Toward an Integrated Conceptual Framework (1994)Stress, appraisal, and coping (1985)The Social Identity Theory of Intergroup Behavior (2004)Different Emotional Reactions to Different Groups: A Sociofunctional Threat-Based Approach to "Prejudice". (2005)Psychological Perspectives on Legitimacy and Legitimation (2005)An integrated process model of stereotype threat effects on performance. (2008)The Commitment-Trust Theory of Relationship Marketing (1994)Self-Service Technologies: Understanding Customer Satisfaction with Technology-Based Service Encounters (2000)Significance tests and goodness of fit in the analysis of covariance structures. (1980)On the Evaluation of Structural Equation Models (1988)When to use and how to report the results of PLS-SEM (2018)The Psychological Continuum Model: A Conceptual Framework for Understanding an Individual's Psychological Connection to Sport (2001)Comfort your online customer: quality, trust and loyalty on the internet (2004)The Critical Incident Technique in Service Research (2004)Stereotype Threat and Women's Math Performance (1999)Prejudice, social stress, and mental health in lesbian, gay, and bisexual populations: Conceptual issues and research evidence. (2003)Emotion in the Workplace: A Reappraisal (1995)An Organizing Framework for Collective Identity: Articulation and Significance of Multidimensionality. (2004)Inclusion and Diversity in Work Groups: A Review and Model for Future Research (2010)
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References

  • 1981Evaluating Structural Equation Models with Unobservable Variables and Measurement Error108,884 cited
  • 1969Stigma: Notes on the Management of Spoiled Identity14,231 cited
  • 1995Constructing validity: Basic issues in objective scale development.6,561 cited
  • 1964Stigma: Notes on the Management of Spoiled Identity.6,418 cited
  • 1990Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses4,950 cited
  • 1990The Service Encounter: Diagnosing Favorable and Unfavorable Incidents4,857 cited
  • 1995Minority Stress and Mental Health in Gay Men4,260 cited
  • 2004The Social Psychology of Stigma3,112 cited
  • 1996Services Marketing: Integrating Customer Focus Across the Firm3,049 cited
  • 1998Customer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing2,718 cited
  • 1999A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery2,058 cited
  • 2004Services Marketing: Integrating Customer Focus Across the Firm1,781 cited
  • 1997The effects of distributive, procedural, and interactional justice on postcomplaint behavior1,393 cited
  • 1999Stigma consciousness: The psychological legacy of social stereotypes.1,225 cited
  • 2003

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Service Failure and Recovery: The Impact of Relationship Factors on Customer Satisfaction
956 cited
  • 2004Consumer responses to compensation, speed of recovery and apology after a service failure724 cited
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