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An Analytical Approach for Allocating Service Recovery Efforts to Reduce Internal Failures
16 references·1 citing·45 second hop
An Analytical Approach for Allocating Service Recovery Efforts to Reduce Internal Failures (2004)An Analytical Approach for Allocating Ser…Service Operations Management (2008)Service Operations ManagementThe service concept: the missing link in service design research? (2002)The service concept: the miss…Service recovery: a framework and empirical investigation (2000)Service recovery: a framework…Multiple roles of consumption emotions in post‐purchase satisfaction with extended service transactions (2000)Multiple roles of consumption…Gestalt characteristics of experiences: the defining features of summarized events (2000)Gestalt characteristics of ex…The Service Profit Chain: How Leading Companies Link Profit and Growth to Loyalty, Satisfaction and Value (1999)The Service Profit Chain: How…Manufacturer's Return Policies and Retail Competition (1997)Manufacturer's Return Policie…Signaling Quality with a Money-Back Guarantee: The Role of Transaction Costs (1995)Signaling Quality with a Mone…Service recovery: Impact on satisfaction and intentions (1995)Service recovery: Impact on s…Reliability and Risk Assessment (1994)Reliability and Risk Assessme…Service operations management (1992)Service operations managementExperiences extended across time: Evaluation of moments and episodes (1992)Experiences extended across t…The management and control of quality (1989)The management and control of…A Model for Customer Complaint Management (1988)A Model for Customer Complain…Defensive Marketing Strategy by Customer Complaint Management: A Theoretical Analysis (1987)Defensive Marketing Strategy …Designing services that deliver (1984)Designing services that deliv…Service Failures and Recovery Strategies from the Service Provider Perspective (2009)Service Failures and Recovery…The Marketing of Services (1980)Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses (1990)Customer Switching Behavior in Service Industries: An Exploratory Study (1995)Managing the co-creation of value (2007)Vertical Integration and Antitrust Policy (1950)Price and Quantity Competition in a Differentiated Duopoly (1984)Quantity precommitment and Bertrand competition yield Cournot outcomes (1989)Closed-Loop Supply Chain Models with Product Remanufacturing (2004)Perspectives in supply chain risk management (2006)Remanufacturing as a Marketing Strategy (2008)Free Competition and the Optimal Amount of Fraud (1973)Advertising as Information (1974)The Theory of Industrial Organization (1988)Exploring the Subtle Relationships between Environmental Concern and Ecologically Conscious Consumer Behavior (1997)Marketing Models of Service and Relationships (2006)Promotional Chat on the Internet (2006)SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)The Service Encounter: Diagnosing Favorable and Unfavorable Incidents (1990)Zero defections: quality comes to services. (1990)Modelling the relationship between perceived value, satisfaction and repurchase intentions in a business‐to‐business, services context: an empirical examination (1997)A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery (1999)Customer Satisfaction: A Meta-Analysis of the Empirical Evidence (2001)Exit, Voice, and Loyalty (1970)A Model of Advertising and Product Quality (1978)A National Customer Satisfaction Barometer: The Swedish Experience (1992)The American Customer Satisfaction Index: Nature, Purpose, and Findings (1996)The Behavioral Consequences of Service Quality (1996)Advances in Consumer Research (2025)A Conceptual Model of Service Quality and Its Implications for Future Research (1985)Delivering quality service: balancing customer perceptions and expectations (1990)Capabilities for managing service innovation: towards a conceptual framework (2010)A New Theory for Public Service Management? Toward a (Public) Service-Dominant Approach (2012)Towards a Better Measure of Customer Experience (2013)The critical incident technique. (1954)New service development: areas for exploitation and exploration (2002)The Critical Incident Technique in Service Research (2004)Critical Incident Technique (2007)Responsibility: The new business imperative (2002)Extending the Horizons: Environmental Excellence as Key to Improving Operations (2006)The Effect of Training on Employee Performance (2013)Consumer Trust, Value, and Loyalty in Relational Exchanges (2002)Psychological Implications of Customer Participation in Co-Production (2003)Conceptualizing and researching employer branding (2004)Mass customization: Literature review and research directions (2001)Service Design for Experience-Centric Services (2009)
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References

  • 1989The management and control of quality1,627 cited
  • 1987Defensive Marketing Strategy by Customer Complaint Management: A Theoretical Analysis1,399 cited
  • 1984Designing services that deliver1,272 cited
  • 1999The Service Profit Chain: How Leading Companies Link Profit and Growth to Loyalty, Satisfaction and Value1,171 cited
  • 2002The service concept: the missing link in service design research?766 cited
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  • 1992Service operations management489 cited
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  • 1995Signaling Quality with a Money-Back Guarantee: The Role of Transaction Costs442 cited
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  • 1992Experiences extended across time: Evaluation of moments and episodes371 cited
  • 1988A Model for Customer Complaint Management362 cited
  • 2000Gestalt characteristics of experiences: the defining features of summarized events346 cited
  • 2008Service Operations Management300 cited
  • 2000

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Multiple roles of consumption emotions in post‐purchase satisfaction with extended service transactions
292 cited

Cited by

  • 2009Service Failures and Recovery Strategies from the Service Provider Perspective14 cited