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Recovery Voice and Satisfaction After Service Failure

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References

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1998Customer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing

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2,718 cited

1999A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery2,058 cited

Cited by

2009Opportunistic customer claiming during service recovery165 cited
2012How Does Language Matter for Services? Challenges and Propositions for Service Research148 cited
2010The Effect of Recovery Locus Attributions and Service Failure Severity on Word-of-Mouth and Repurchase Behaviors in the Hospitality Industry140 cited
2015The Role of Perceived Control in Customer Value Cocreation and Service Recovery Evaluation134 cited
2008Physical attractiveness of the service worker in the moment of truth and its effects on customer satisfaction122 cited
2014Show you care: initiating co-creation in service recovery105 cited
2019Leveraging service recovery strategies to reduce customer churn in an emerging market99 cited
2016Please explain why it happened! How perceived justice and customer involvement affect post co-recovery evaluations: A study of Iranian online shoppers98 cited
2017Service failures in e-retailing: Examining the effects of response time, compensation, and service criticality88 cited
2010Customer complaints in restaurants: Do they differ by service stages and loyalty levels?85 cited
2010Explaining customer satisfaction with complaint handling85 cited
2011Online buying perceptions in Spain: can gender make a difference?83 cited
2015Corporate Image82 cited
2015Loyalty program rewards and their impact on perceived justice, customer satisfaction, and repatronize intentions80 cited
2018Customer participation in service recovery: a meta-analysis79 cited
2010Perceived Justice in Service Recovery and Recovery Satisfaction: The Moderating Role of Corporate Image72 cited