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The Effect of Compensation on Repurchase Intentions in Service Recovery☆

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References

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865 cited

1998An Experimental Investigation of Customer Reactions to Service Failure and Recovery Encounters797 cited

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2017Effect of service recovery on customers’ perceived justice, satisfaction, and word-of-mouth intentions on online shopping websites231 cited
2013Identifying Appropriate Compensation Types for Service Failures183 cited
2014Customer Complaints and Recovery Effectiveness: A Customer Base Approach178 cited
2020Negative Reviews, Positive Impact: Consumer Empathetic Responding to Unfair Word of Mouth174 cited
2017User Compensation as a Data Breach Recovery Action: An Investigation of the Sony PlayStation Network Breach1154 cited
2015The Role of Perceived Control in Customer Value Cocreation and Service Recovery Evaluation134 cited
2013An Experimental Test of Negotiation Strategy Effects on Knowledge Sharing Intentions in Buyer–Supplier Relationships119 cited
2018Buffering effects of brand community identification in service failures: The role of customer citizenship behaviors118 cited
2014How Much Compensation Should a Firm Offer for a Flawed Service? An Examination of the Nonlinear Effects of Compensation on Satisfaction110 cited
2016Perceptions of Group Versus Individual Service Failures and Their Effects on Customer Outcomes104 cited
2012Effects of compensation for service recovery: From the equity theory perspective97 cited
2017Service failures in e-retailing: Examining the effects of response time, compensation, and service criticality88 cited
2016The impact of service failure on brand credibility87 cited