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The impact of firm reputation on customers’ responses to service failure: the role of failure attributions
16 references·10 citing·37 second hop
The impact of firm reputation on customers’ responses to service failure: the role of failure attributions (2011)The impact of firm reputation on customer…Cognitive and affective trust in service relationships (2003)Cognitive and affective trust…A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery (1999)A Model of Customer Satisfact…Customer Satisfaction and Word of Mouth (1998)Customer Satisfaction and Wor…An Examination of the Nature of Trust in Buyer-Seller Relationships (1997)An Examination of the Nature …The Behavioral Consequences of Service Quality (1996)The Behavioral Consequences o…Customer Switching Behavior in Service Industries: An Exploratory Study (1995)Customer Switching Behavior i…Research methods for business: A skill building approach (1993)Research methods for business…Zero defections: quality comes to services. (1990)Zero defections: quality come…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…A Critical review of consumer satisfaction (1989)A Critical review of consumer…Communication and Control Processes in the Delivery of Service Quality (1988)Communication and Control Pro…Negative Word-of-Mouth by Dissatisfied Consumers: A Pilot Study (1983)Negative Word-of-Mouth by Dis…A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)A Cognitive Model of the Ante…The psychology of interpersonal relations. (1958)The psychology of interperson…The Psychology of Interpersonal Relations. (1958)The Psychology of Interperson…Value co-creation and customer satisfaction mediation on the service innovation and generation Z consumers’ repurchase intention in Vietnam (2025)Value co-creation and custome…Important factors in measuring learners' satisfaction and continuance intention in open and distance learning (ODL) institutions (2023)Important factors in measurin…Airport service quality perception and flight delays: Examining the influence of psychosituational latent traits of respondents in passenger satisfaction surveys (2023)Airport service quality perce…Supplier satisfaction with public sector competitive tendering processes (2021)Supplier satisfaction with pu…Eco-Design of Airport Buildings and Customer Responses and Behaviors: Uncovering the Role of Biospheric Value, Reputation, and Subjective Well-Being (2020)Eco-Design of Airport Buildin…To fly or not to fly? An empirical study of trust, post-recovery satisfaction and loyalty of Malaysia Airlines passengers (2019)To fly or not to fly? An empi…The impact of customer controllability and service recovery type on customer satisfaction and consequent behavior intentions (2019)The impact of customer contro…Communication relational outcomes in the insurance industry (2018)Communication relational outc…A Difficult Burden to Bear: The Managerial Process of Dissonance Resolution in the Face of Mandated Harm-Doing (2015)A Difficult Burden to Bear: T…The Effect of Customer Satisfaction on Word of Mouth Communication (2013)The Effect of Customer Satisf…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)The Different Roles of Satisfaction, Trust, and Commitment in Customer Relationships (1999)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 Principles of Psychology (1891)The Strength of Weak Ties (1973)The "What" and "Why" of Goal Pursuits: Human Needs and the Self-Determination of Behavior (2000)Handbook of Positive Psychology (2001)The Concept of Mind (2006)Principles Of Gestalt Psychology (2013)Developing Buyer-Seller Relationships (1987)Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach (2001)Consumer Trust, Value, and Loyalty in Relational Exchanges (2002)The Theory of Buyer Behavior (1971)Effect of expectation and disconfirmation on postexposure product evaluations: An alternative interpretation. 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this work references cited by second hop

References

  • 1993Research methods for business: A skill building approach16,985 cited
  • 1980A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions14,475 cited
  • 1958The psychology of interpersonal relations.13,448 cited
  • 1996The Behavioral Consequences of Service Quality11,994 cited
  • 1958The Psychology of Interpersonal Relations.11,823 cited
  • 1997An Examination of the Nature of Trust in Buyer-Seller Relationships6,819 cited
  • 1990Zero defections: quality comes to services.5,373 cited
  • 1990Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses4,950 cited
  • 1990The Service Encounter: Diagnosing Favorable and Unfavorable Incidents4,857 cited
  • 1995Customer Switching Behavior in Service Industries: An Exploratory Study2,903 cited
  • 1998Customer Satisfaction and Word of Mouth2,105 cited
  • 1999A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery2,058 cited
  • 1988Communication and Control Processes in the Delivery of Service Quality2,030 cited
  • 1983Negative Word-of-Mouth by Dissatisfied Consumers: A Pilot Study1,808 cited
  • 1989A Critical review of consumer satisfaction

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1,522 cited
  • 2003Cognitive and affective trust in service relationships1,469 cited
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    • 2020Eco-Design of Airport Buildings and Customer Responses and Behaviors: Uncovering the Role of Biospheric Value, Reputation, and Subjective Well-Being16 cited
    • 2025Value co-creation and customer satisfaction mediation on the service innovation and generation Z consumers’ repurchase intention in Vietnam9 cited
    • 2015A Difficult Burden to Bear: The Managerial Process of Dissonance Resolution in the Face of Mandated Harm-Doing8 cited
    • 2023Important factors in measuring learners' satisfaction and continuance intention in open and distance learning (ODL) institutions6 cited