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The role of cognition and affect in the formation of customer satisfaction judgements concerning service recovery encounters
16 references·16 citing·34 second hopsampled
The role of cognition and affect in the formation of customer satisfaction judgements concerning service recovery encounters (2008)The role of cognition and affect in the f…Technology Infusion in Service Encounters (2000)Technology Infusion in Servic…The Role of Emotions in Marketing (1999)The Role of Emotions in Marke…A 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…Customer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing (1998)Customer Evaluations of Servi…Affective Events Theory: A theoretical discussion of the structure, causes and consequences of affective experiences at work. (1996)Affective Events Theory: A th…Critical Service Encounters: The Employee's Viewpoint (1994)Critical Service Encounters: …Cognitive, Affective, and Attribute Bases of the Satisfaction Response (1993)Cognitive, Affective, and Att…The Dimensionality of Consumption Emotion Patterns and Consumer Satisfaction (1991)The Dimensionality of Consump…The Service Encounter: Diagnosing Favorable and Unfavorable Incidents (1990)The Service Encounter: Diagno…Research on Negotiation in Organizations (1990)Research on Negotiation in Or…Structural equation modeling in practice: A review and recommended two-step approach. (1988)Structural equation modeling …On the Evaluation of Structural Equation Models (1988)On the Evaluation of Structur…Research in Organizational Behavior (1984)Research in Organizational Be…Evaluating Structural Equation Models with Unobservable Variables and Measurement Error (1981)Evaluating Structural Equatio…Estimating Nonresponse Bias in Mail Surveys (1977)Estimating Nonresponse Bias i…Examining the relationship between e-service recovery quality and e-service recovery satisfaction moderated by perceived justice in the banking context (2020)Examining the relationship be…Emotions in Tourism: Theoretical Designs, Measurements, Analytics, and Interpretations (2020)Emotions in Tourism: Theoreti…Benefits of authenticity: Post-failure loyalty in the sharing economy (2019)Benefits of authenticity: Pos…DYSFUNCTIONAL CUSTOMER BEHAVIOR IN CROSS-BORDER E-COMMERCE: A JUSTICE-AFFECT-BEHAVIOR MODEL (2018)DYSFUNCTIONAL CUSTOMER BEHAVI…Understanding effects of co-creation on cognitive, affective and behavioral evaluations in service recovery: An ethnocultural analysis (2016)Understanding effects of co-c…To tweet or not to tweet? Exploring the effectiveness of service recovery strategies using social media (2016)To tweet or not to tweet? Exp…Please explain why it happened! How perceived justice and customer involvement affect post co-recovery evaluations: A study of Iranian online shoppers (2016)Please explain why it happene…The impact of motivation on customer satisfaction formation: a self-determination perspective (2015)The impact of motivation on c…Corporate Image (2015)Corporate ImagePredicting which season ticket holders will renew and which will not (2014)Predicting which season ticke…Understanding Chinese university students' experiences: an empirical analysis (2013)Understanding Chinese univers…Service Fairness, Consumption Emotions, Satisfaction, and Behavioral Intentions: The Experience of Chinese Heritage Tourists (2013)Service Fairness, Consumption…Measuring season ticket holder satisfaction: Rationale, scale development and longitudinal validation (2012)Measuring season ticket holde…Service recovery, satisfaction and behaviour intentions: analysis of compensation and social comparison communication strategies (2011)Service recovery, satisfactio…Explaining customer satisfaction with complaint handling (2010)Explaining customer satisfact…Architectures of Affect: Anticipating and Manipulating the Event in Processes of Videogame Design and Testing (2010)Architectures of Affect: Anti…The Principles of Psychology (1891)Belief, Attitude, Intention and Behavior: An Introduction to Theory and Research (1975)A circumplex model of affect. (1980)The Relative Importance of Perceived Ease of Use in IS Adoption: A Study of E-Commerce Adoption (2000)Customer engagement: the construct, antecedents, and consequences (2016)Understanding Customer Experience Throughout the Customer Journey (2016)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)A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses (1990)Quality, satisfaction and behavioral intentions (2000)Self-Service Technologies: Understanding Customer Satisfaction with Technology-Based Service Encounters (2000)Understanding Information Systems Continuance: An Expectation-Confirmation Model1 (2001)Construct validity in psychological tests. 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(1999)When Work And Family Are Allies: A Theory Of Work-Family Enrichment (2006)The Prosocial Classroom: Teacher Social and Emotional Competence in Relation to Student and Classroom Outcomes (2008)Social Identity Theory and the Organization (1989)Job Satisfaction and Organizational Commitment as Predictors of Organizational Citizenship and In-Role Behaviors (1991)Alumni and their alma mater: A partial test of the reformulated model of organizational identification (1992)An assessment of survey research in POM: from constructs to theory (1998)Comparing Response Rates from Web and Mail Surveys: A Meta-Analysis (2008)Cross-Sectional versus Longitudinal Survey Research: Concepts, Findings, and Guidelines (2008)When to use and how to report the results of PLS-SEM (2018)PSYCHOLOGICAL, EMPOWERMENT IN THE WORKPLACE: DIMENSIONS, MEASUREMENT AND VALIDATION. (1995)An assessment of the use of partial least squares structural equation modeling in marketing research (2011)
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References

  • 1981Evaluating Structural Equation Models with Unobservable Variables and Measurement Error108,884 cited
  • 1988Structural equation modeling in practice: A review and recommended two-step approach.41,858 cited
  • 1988On the Evaluation of Structural Equation Models26,139 cited
  • 1977Estimating Nonresponse Bias in Mail Surveys12,220 cited
  • 1984Research in Organizational Behavior10,806 cited
  • 1990The Service Encounter: Diagnosing Favorable and Unfavorable Incidents4,857 cited
  • 1996Affective Events Theory: A theoretical discussion of the structure, causes and consequences of affective experiences at work.3,562 cited
  • 1999The Role of Emotions in Marketing3,295 cited
  • 1993Cognitive, Affective, and Attribute Bases of the Satisfaction Response3,249 cited
  • 1998Customer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing2,718 cited
  • 1991The Dimensionality of Consumption Emotion Patterns and Consumer Satisfaction2,162 cited
  • 1999A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery2,058 cited
  • 1990Research on Negotiation in Organizations1,866 cited
  • 1994Critical Service Encounters: The Employee's Viewpoint1,821 cited
  • 2000

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Technology Infusion in Service Encounters
1,551 cited
  • 1999A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery1,465 cited
  • Cited by

    • 2013Service Fairness, Consumption Emotions, Satisfaction, and Behavioral Intentions: The Experience of Chinese Heritage Tourists195 cited
    • 2020Emotions in Tourism: Theoretical Designs, Measurements, Analytics, and Interpretations185 cited
    • 2010Architectures of Affect: Anticipating and Manipulating the Event in Processes of Videogame Design and Testing125 cited
    • 2019Benefits of authenticity: Post-failure loyalty in the sharing economy109 cited
    • 2016Please explain why it happened! How perceived justice and customer involvement affect post co-recovery evaluations: A study of Iranian online shoppers98 cited
    • 2010Explaining customer satisfaction with complaint handling85 cited
    • 2015The impact of motivation on customer satisfaction formation: a self-determination perspective85 cited
    • 2015Corporate Image82 cited
    • 2013Understanding Chinese university students' experiences: an empirical analysis74 cited
    • 2016To tweet or not to tweet? Exploring the effectiveness of service recovery strategies using social media66 cited
    • 2020Examining the relationship between e-service recovery quality and e-service recovery satisfaction moderated by perceived justice in the banking context58 cited
    • 2011Service recovery, satisfaction and behaviour intentions: analysis of compensation and social comparison communication strategies57 cited
    • 2012Measuring season ticket holder satisfaction: Rationale, scale development and longitudinal validation54 cited
    • 2014Predicting which season ticket holders will renew and which will not49 cited
    • 2016Understanding effects of co-creation on cognitive, affective and behavioral evaluations in service recovery: An ethnocultural analysis45 cited
    • 2018DYSFUNCTIONAL CUSTOMER BEHAVIOR IN CROSS-BORDER E-COMMERCE: A JUSTICE-AFFECT-BEHAVIOR MODEL45 cited