Citation map · Study

SZodixStudyAcademic Library

Dashboard Shelves Open access My library Inbox Notes Write Learn Alerts

More

Ask your library Notifications Quick cite Review

Study · an open academic library·Metadata from OpenAlex (CC0)·Shelves·OpenAlex metadata, de-duplicated

Service Recovery on Stage: Effects of Social Media Recovery on Virtually Present Others

16 references·16 citing·41 second hopsampled

FromToDepth

this work references cited by second hop· second hop is a sample of the most-cited connections

References

1981Evaluating Structural Equation Models with Unobservable Variables and Measurement Error108,884 cited
2014A new criterion for assessing discriminant validity in variance-based structural equation modeling38,283 cited
1973Job Market Signaling16,329 cited
1993Conceptualizing, Measuring, and Managing Customer-Based Brand Equity14,745 cited
1997An Examination of the Nature of Trust in Buyer-Seller Relationships6,819 cited
2010Signaling Theory: A Review and Assessment6,720 cited
2001The Chain of Effects from Brand Trust and Brand Affect to Brand Performance: The Role of Brand Loyalty6,666 cited
2000Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments6,398 cited
1991Effects of Price, Brand, and Store Information on Buyers' Product Evaluations5,848 cited
2009An empirical comparison of the efficacy of covariance-based and variance-based SEM2,904 cited
1995Customer Switching Behavior in Service Industries: An Exploratory Study2,903 cited
1998Customer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing2,718 cited
1987Product/Consumption-Based Affective Responses and Postpurchase Processes2,464 cited
2006Brands and Branding: Research Findings and Future Priorities

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

2,326 cited

2000No Pain, No Gain: A Critical Review of the Literature on Signaling Unobservable Product Quality2,159 cited

2015Discriminant validity testing in marketing: an analysis, causes for concern, and proposed remedies2,105 cited

Cited by

2020Expanding customer engagement: the role of negative engagement, dual valences and contexts139 cited
2022Complaint De-Escalation Strategies on Social Media83 cited
2021Managing social media recovery: The important role of service recovery transparency in retaining customers70 cited
2020Digital customer service and customer-to-customer interactions: investigating the effect of online incivility on customer perceived service climate69 cited
2022How the emoji use in apology messages influences customers’ responses in online service recoveries: The moderating role of communication style65 cited
2020The bright and dark sides of humorous response to online customer complaint62 cited
2024Perceived brand transparency: A conceptualization and measurement scale60 cited
2023Would you forgive me? From perceived justice and complaint handling to customer forgiveness and brand credibility-symmetrical and asymmetrical perspectives56 cited
2023Service failure and service recovery: A hybrid review and research agenda52 cited
2021Don't be rude! The effect of content moderation on consumer‐brand forgiveness50 cited
2021Emergence of social media as new normal during COVID-19 pandemic: a study on innovative complaint handling procedures in the context of banking industry50 cited
2023What drives customer engagement after a service failure? The moderating role of customer trust47 cited
2020Investigating apology, perceived firm remorse and consumers’ coping behaviors in the digital media service recovery context40 cited
2020Gaining satisfaction: the role of brand equity orientation and failure type in service recovery39 cited
2020The value disruption of uncivil other-customers during online service recovery35 cited
2020How online trust evolves over time: The role of social perception34 cited