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Attributions on dissatisfying service encounters

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References

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1,127 cited

1995SPEED, STEALTH, AND SELECTIVE ATTACK: HOW SMALL FIRMS DIFFER FROM LARGE FIRMS IN COMPETITIVE BEHAVIOR.996 cited

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2016Attribution of success and failure in intercultural service encounters: the moderating role of personal cultural orientations52 cited
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2017The impacts of hotels’ error management culture on customer engagement behaviors (CEBs)45 cited
2007Customer perceived control and the moderating effect of restaurant type on evaluations of restaurant employee performance44 cited
2012The relationship between informational justice, recovery satisfaction, and loyalty: the moderating role of failure attributions39 cited
2010Lack of preferential treatment: effects on dissatisfaction after a service failure37 cited
2020To switch or not to switch: the role of tourists’ psychological engagement in the context of Airbnb Malaysia33 cited
2015Why didn’t it work out? The effects of attributions on the efficacy of recovery strategies32 cited