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Empirical Profiles of Service Recovery Systems: The Maturity Perspective
16 references·16 citing·35 second hopsampled
Empirical Profiles of Service Recovery Systems: The Maturity Perspective (2009)Empirical Profiles of Service Recovery Sy…Common method biases in behavioral research: A critical review of the literature and recommended remedies. (2003)Common method biases in behav…Accounting for common method variance in cross-sectional research designs. (2001)Accounting for common method …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…The effects of distributive, procedural, and interactional justice on postcomplaint behavior (1997)The effects of distributive, …SPEED, STEALTH, AND SELECTIVE ATTACK: HOW SMALL FIRMS DIFFER FROM LARGE FIRMS IN COMPETITIVE BEHAVIOR. (1995)SPEED, STEALTH, AND SELECTIVE…Model modifications in covariance structure analysis: The problem of capitalization on chance. (1992)Model modifications in covari…The Service Encounter: Diagnosing Favorable and Unfavorable Incidents (1990)The Service Encounter: Diagno…The profitable art of service recovery. (1990)The profitable art of service…Lasting improvements in manufacturing performance: In search of a new theory (1990)Lasting improvements in manuf…Mail and Telephone Surveys: The Total Design Method. (1982)Mail and Telephone Surveys: T…Structural Equation Models with Unobservable Variables and Measurement Error: Algebra and Statistics (1981)Structural Equation Models wi…Quality Is Free: The Art of Making Quality Certain (1979)Quality Is Free: The Art of M…Mail and Telephone Surveys: The Total Design Method. (1979)Mail and Telephone Surveys: T…A Paradigm for Developing Better Measures of Marketing Constructs (1979)A Paradigm for Developing Bet…Estimating Nonresponse Bias in Mail Surveys (1977)Estimating Nonresponse Bias i…Using middle‐range theorizing to advance supply chain management research: A how‐to primer and demonstration (2024)Using middle‐range theorizing…Mapping the service recovery research landscape: A bibliometric‐based systematic review (2023)Mapping the service recovery …The Effects of Service Crises and Recovery Resources on Market Reactions: An Event Study Analysis on Data Breach Announcements (2021)The Effects of Service Crises…“Actions speak louder than words”: an impact of service recovery antecedents on customer delight in quick-service restaurants (2021)“Actions speak louder than wo…The Real Effects of Mandatory Corporate Social Responsibility Reporting in China (2020)The Real Effects of Mandatory…Determinants of recovery satisfaction and service loyalty: the differing effects of service recovery system and service recovery performance (2020)Determinants of recovery sati…Consumers' heterogeneous preferences for corporate social responsibility in the food industry (2018)Consumers' heterogeneous pref…The importance of corporate social responsibility (CSR) for branding and business success in small and medium-sized enterprises (SME) in a business-to-distributor (B2D) context (2017)The importance of corporate s…Three dimensions of service recovery: examining relationship and impact (2016)Three dimensions of service r…How online service recovery approaches bolster recovery performance? A multi-level perspective (2015)How online service recovery a…Consumer attitude towards service failure and recovery in higher education (2015)Consumer attitude towards ser…It ain't over 'til it's over: Evaluating reacquisition opportunities in business-to-business markets (2014)It ain't over 'til it's over:…An integrated service recovery system (ISRS) (2013)An integrated service recover…The contingent nature of service recovery system structures (2012)The contingent nature of serv…An empirical investigation of the effectiveness of an integrated service recovery system (2012)An empirical investigation of…An Integrated Perspective of Service Recovery: A Sociotechnical Systems Approach (2010)An Integrated Perspective of …Statistical Theories of Mental Test Scores (1969)Belief, Attitude, Intention and Behavior: An Introduction to Theory and Research (1975)Self-Reports in Organizational Research: Problems and Prospects (1986)Sources of Method Bias in Social Science Research and Recommendations on How to Control It (2011)Lateral Collinearity and Misleading Results in Variance-Based SEM: An Illustration and Recommendations (2012)Evaluating Structural Equation Models with Unobservable Variables and Measurement Error (1981)Application of confirmatory factor analysis to the study of self-concept: First- and higher order factor models and their invariance across groups. (1985)A Practical Guide To Factorial Validity Using PLS-Graph: Tutorial And Annotated Example (2005)PLS-SEM: Indeed a Silver Bullet (2011)Coefficient Alpha and the Internal Structure of Tests (1951)The Theory of Buyer Behavior (1971)The Nature and Scope of Marketing (1976)Measuring Service Quality: A Reexamination and Extension (1992)Trust and TAM in Online Shopping: An Integrated Model1 (2003)\nThe use of partial least squares path modeling in international marketing (2009)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)Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses (1990)Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach (2001)Consumer Trust, Value, and Loyalty in Relational Exchanges (2002)Structural Equations with Latent Variables. (1991)Technology Acceptance Model 3 and a Research Agenda on Interventions (2008)Common Method Bias in PLS-SEM (2015)The Commitment-Trust Theory of Relationship Marketing (1994)Self-Service Technologies: Understanding Customer Satisfaction with Technology-Based Service Encounters (2000)Conducting case study research in operations management (1993)DEFINING QUALITY: ALTERNATIVES AND IMPLICATIONS (1994)Foundations of Corporate Success (1995)Methods of coping with social desirability bias: A review (1985)Incivility in the workplace: Incidence and impact. (2001)Nonresponse Rates and Nonresponse Bias in Household Surveys (2006)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)
this work references cited by second hop· second hop is a sample of the most-cited connections

References

  • 2003Common method biases in behavioral research: A critical review of the literature and recommended remedies.81,863 cited
  • 1979A Paradigm for Developing Better Measures of Marketing Constructs16,553 cited
  • 1977Estimating Nonresponse Bias in Mail Surveys12,220 cited
  • 1981Structural Equation Models with Unobservable Variables and Measurement Error: Algebra and Statistics9,798 cited
  • 2001Accounting for common method variance in cross-sectional research designs.8,464 cited
  • 1982Mail and Telephone Surveys: The Total Design Method.6,852 cited
  • 1979Mail and Telephone Surveys: The Total Design Method.5,023 cited
  • 1990The Service Encounter: Diagnosing Favorable and Unfavorable Incidents4,857 cited
  • 1998Customer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing2,718 cited
  • 1979Quality Is Free: The Art of Making Quality Certain2,574 cited
  • 1999A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery2,058 cited
  • 1992Model modifications in covariance structure analysis: The problem of capitalization on chance.1,642 cited
  • 1990The profitable art of service recovery.1,447 cited
  • 1997The effects of distributive, procedural, and interactional justice on postcomplaint behavior1,393 cited

Only edges whose both ends are imported exist here. Widen the year window, or show the whole map. Back to the work

  • 1990Lasting improvements in manufacturing performance: In search of a new theory1,230 cited
  • 1995SPEED, STEALTH, AND SELECTIVE ATTACK: HOW SMALL FIRMS DIFFER FROM LARGE FIRMS IN COMPETITIVE BEHAVIOR.996 cited
  • Cited by

    • 2018Consumers' heterogeneous preferences for corporate social responsibility in the food industry65 cited
    • 2017The importance of corporate social responsibility (CSR) for branding and business success in small and medium-sized enterprises (SME) in a business-to-distributor (B2D) context64 cited
    • 2020The Real Effects of Mandatory Corporate Social Responsibility Reporting in China54 cited
    • 2013An integrated service recovery system (ISRS)51 cited
    • 2021The Effects of Service Crises and Recovery Resources on Market Reactions: An Event Study Analysis on Data Breach Announcements43 cited
    • 2010An Integrated Perspective of Service Recovery: A Sociotechnical Systems Approach41 cited
    • 2023Mapping the service recovery research landscape: A bibliometric‐based systematic review33 cited
    • 2024Using middle‐range theorizing to advance supply chain management research: A how‐to primer and demonstration32 cited
    • 2015Consumer attitude towards service failure and recovery in higher education28 cited
    • 2014It ain't over 'til it's over: Evaluating reacquisition opportunities in business-to-business markets27 cited
    • 2021“Actions speak louder than words”: an impact of service recovery antecedents on customer delight in quick-service restaurants26 cited
    • 2012The contingent nature of service recovery system structures25 cited
    • 2015How online service recovery approaches bolster recovery performance? A multi-level perspective25 cited
    • 2020Determinants of recovery satisfaction and service loyalty: the differing effects of service recovery system and service recovery performance25 cited
    • 2012An empirical investigation of the effectiveness of an integrated service recovery system21 cited
    • 2016Three dimensions of service recovery: examining relationship and impact21 cited