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There is No ‘I’ in Recovery: Managements’ Perspective of Service Recovery
16 references·2 citing·45 second hop
There is No ‘I’ in Recovery: Managements’ Perspective of Service Recovery (2014)There is No ‘I’ in Recovery: Managements’…Understanding Reliability and Validity in Qualitative Research (2015)Understanding Reliability and…Service Failure and Recovery: The Impact of Relationship Factors on Customer Satisfaction (2003)Service Failure and Recovery:…An importance-performance analysis of hotel selection factors in the Hong Kong hotel industry: a comparison of business and leisure travellers (2000)An importance-performance ana…Customer satisfaction and its measurement in hospitality enterprises (1999)Customer satisfaction and its…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 …Sampling for qualitative research (1996)Sampling for qualitative rese…Service recovery: Impact on satisfaction and intentions (1995)Service recovery: Impact on s…Relationship Marketing of Services--Growing Interest, Emerging Perspectives (1995)Relationship Marketing of Ser…A typology of retail failures and recoveries (1993)A typology of retail failures…The Service Encounter: Diagnosing Favorable and Unfavorable Incidents (1990)The Service Encounter: Diagno…The profitable art of service recovery. 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By Barney G. Glaser and Anselm L. Strauss. Chicago: Aldine Publishing Company, 1967. 271 pp. $6.75 (1968)The key informant technique (1996)Field Research: A Sourcebook and Field Manual (2003)‘Unsatisfactory Saturation’: a critical exploration of the notion of saturated sample sizes in qualitative research (2012)Sample Size in Qualitative Interview Studies (2015)Characterising and justifying sample size sufficiency in interview-based studies: systematic analysis of qualitative health research over a 15-year period (2018)Naturalistic inquiry (1985)Qualitative evaluation and research methods (1990)Basics of Qualitative Research: Grounded Theory Procedures and Techniques. (1992)Qualitative Quality: Eight “Big-Tent” Criteria for Excellent Qualitative Research (2010)Rigor or Reliability and Validity in Qualitative Research: Perspectives, Strategies, Reconceptualization, and Recommendations (2017)Defining digital transformation: Results from expert interviews (2019)Relationship Quality in Services Selling: An Interpersonal Influence Perspective (1990)Zero defections: quality comes to services. (1990)The Commitment-Trust Theory of Relationship Marketing (1994)The Different Roles of Satisfaction, Trust, and Commitment in Customer Relationships (1999)Brand Community (2001)Customer Switching Behavior in Service Industries: An Exploratory Study (1995)Customer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing (1998)Consumer Trust, Value, and Loyalty in Relational Exchanges (2002)Customer repurchase intention (2003)Understanding Customer Experience Throughout the Customer Journey (2016)
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References

  • 1985A Conceptual Model of Service Quality and Its Implications for Future Research22,085 cited
  • 1990Grounded theory research: Procedures, canons, and evaluative criteria11,937 cited
  • 2015Understanding Reliability and Validity in Qualitative Research5,524 cited
  • 1990Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses4,987 cited
  • 1990The Service Encounter: Diagnosing Favorable and Unfavorable Incidents4,887 cited
  • 1996Sampling for qualitative research4,755 cited
  • 1995Relationship Marketing of Services--Growing Interest, Emerging Perspectives3,201 cited
  • 1999A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery2,753 cited
  • 1990The profitable art of service recovery.1,447 cited
  • 2003Service Failure and Recovery: The Impact of Relationship Factors on Customer Satisfaction966 cited
  • 1993A typology of retail failures and recoveries871 cited
  • 1988SERVICE QUALITY: THE SIX CRITERIA OF GOOD PERCEIVED SERVICE QUALITY853 cited
  • 1998Recovering and Learning from Service Failure727 cited
  • 1999Customer satisfaction and its measurement in hospitality enterprises674 cited
  • 2000An importance-performance analysis of hotel selection factors in the Hong Kong hotel industry: a comparison of business and leisure travellers

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658 cited
  • 1995Service recovery: Impact on satisfaction and intentions656 cited
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    • 2021Dissatisfaction toward O2O websites: expectation disconfirmation and justice perspective21 cited
    • 2018Status demotion in loyalty programmes: the role of perceived unfairness16 cited