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Predicting negative consumer reactions to services offshoring
16 references·6 citing·45 second hop
Predicting negative consumer reactions to services offshoring (2012)Predicting negative consumer reactions to…Word-of-mouth communications in marketing: a meta-analytic review of the antecedents and moderators (2008)Word-of-mouth communications …Comparing Data from Online and Face-to-face Surveys (2005)Comparing Data from Online an…Why We Boycott: Consumer Motivations for Boycott Participation (2004)Why We Boycott: Consumer Moti…Does Doing Good Always Lead to Doing Better? Consumer Reactions to Corporate Social Responsibility (2001)Does Doing Good Always Lead t…Web Surveys (2000)Web SurveysA Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery (1999)A Model of Customer Satisfact…A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery (1999)A Model of Customer Satisfact…Recovering and Learning from Service Failure (1998)Recovering and Learning from …The effects of distributive, procedural, and interactional justice on postcomplaint behavior (1997)The effects of distributive, …Consumer Trade-Offs and the Evaluation of Services (1995)Consumer Trade-Offs and the E…The effects of perceived justice on complainants' negative word-of-mouth behavior and repatronage intentions (1993)The effects of perceived just…The profitable art of service recovery. (1990)The profitable art of service…Problems and Strategies in Services Marketing (1985)Problems and Strategies in Se…A Role Theory Perspective on Dyadic Interactions: The Service Encounter (1985)A Role Theory Perspective on …Marketing Strategies and Organizational Structures for Service Firms (1981)Marketing Strategies and Orga…Review of Psychometric theory (2nd ed.). (1979)Review of Psychometric theory…Describing brown as green: an examination of the relationship between greenwashing and consumer negative emotive outcomes (2024)Describing brown as green: an…How Does Customer Service Offshoring Impact Customer Satisfaction? (2019)How Does Customer Service Off…Influence of social capital on customer’s relationship satisfaction in the Pakistani banking industry (2017)Influence of social capital o…Business service outsourcing in manufacturing firms: an event study (2017)Business service outsourcing …Exploring the Factors Affecting Consumer Boycott Behavior in Taiwan: Food Oil Incidents and the Resulting Crisis of Brand Trust (2016)Exploring the Factors Affecti…The effect of service employees’ accent on customer reactions (2014)The effect of service employe…Prospect Theory: An Analysis of Decision under Risk (1979)Prospect theory: An analysis of decision under risk (1988)Structural equation modeling in practice: A review and recommended two-step approach. 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References

  • 1979Review of Psychometric theory (2nd ed.).11,425 cited
  • 2001Does Doing Good Always Lead to Doing Better? Consumer Reactions to Corporate Social Responsibility4,659 cited
  • 1985Problems and Strategies in Services Marketing2,819 cited
  • 2000Web Surveys2,079 cited
  • 1999A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery2,058 cited
  • 1985A Role Theory Perspective on Dyadic Interactions: The Service Encounter2,003 cited
  • 1999A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery1,465 cited
  • 1990The profitable art of service recovery.1,447 cited
  • 1997The effects of distributive, procedural, and interactional justice on postcomplaint behavior1,393 cited
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  • 1993The effects of perceived justice on complainants' negative word-of-mouth behavior and repatronage intentions

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623 cited
  • 2005Comparing Data from Online and Face-to-face Surveys570 cited
  • Cited by

    • 2014The effect of service employees’ accent on customer reactions42 cited
    • 2017Business service outsourcing in manufacturing firms: an event study28 cited
    • 2019How Does Customer Service Offshoring Impact Customer Satisfaction?28 cited
    • 2017Influence of social capital on customer’s relationship satisfaction in the Pakistani banking industry27 cited
    • 2024Describing brown as green: an examination of the relationship between greenwashing and consumer negative emotive outcomes20 cited
    • 2016Exploring the Factors Affecting Consumer Boycott Behavior in Taiwan: Food Oil Incidents and the Resulting Crisis of Brand Trust20 cited