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Effects of Service Failure on Consumer Responses across Failure Types: A Moderating Role of Intimacy
16 references·2 citing·32 second hop
Effects of Service Failure on Consumer Responses across Failure Types: A Moderating Role of Intimacy (2016)Effects of Service Failure on Consumer Re…The Effects of Customer Satisfaction, Relationship Commitment Dimensions, and Triggers on Customer Retention (2005)The Effects of Customer Satis…Spreading the Word: Investigating Antecedents of Consumers' Positive Word-of-Mouth Intentions and Behaviors in a Retailing Context (2005)Spreading the Word: Investiga…When Good Brands Do Bad (2004)When Good Brands Do BadCustomer repurchase intention (2003)Customer repurchase intentionA Longitudinal Study of Complaining Customers' Evaluations of Multiple Service Failures and Recovery Efforts (2002)A Longitudinal Study of Compl…A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery (1999)A Model of Customer Satisfact…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 American Customer Satisfaction Index: Nature, Purpose, and Findings (1996)The American Customer Satisfa…SERVPERF versus SERVQUAL: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality (1994)SERVPERF versus SERVQUAL: Rec…The Nature and Determinants of Customer Expectations of Service (1993)The Nature and Determinants o…The Dimensionality of Consumption Emotion Patterns and Consumer Satisfaction (1991)The Dimensionality of Consump…Zero defections: quality comes to services. (1990)Zero defections: quality come…The Service Encounter: Diagnosing Favorable and Unfavorable Incidents (1990)The Service Encounter: Diagno…A Critical review of consumer satisfaction (1989)A Critical review of consumer…A Conceptual Model of Service Quality and Its Implications for Future Research (1985)A Conceptual Model of Service…The role of customer intimacy in increasing Islamic bank customer loyalty in using e-banking and m-banking (2020)The role of customer intimacy…Examining the joint impact of relationship norms and service failure severity on consumer responses (2020)Examining the joint impact of…Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)The Commitment-Trust Theory of Relationship Marketing (1994)How destination image and evaluative factors affect behavioral intentions? (2006)The relationships among service quality, perceived value, customer satisfaction, and post-purchase intention in mobile value-added services (2009)The impact of e-service quality and customer satisfaction on customer behavior in online shopping (2019)Prospect Theory: An Analysis of Decision under Risk (1979)Prospect theory: An analysis of decision under risk (1988)Structural equation modeling in practice: A review and recommended two-step approach. (1988)Consumer Trust, Value, and Loyalty in Relational Exchanges (2002)Understanding Customer Experience Throughout the Customer Journey (2016)Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses (1990)Customer Engagement Behavior: Theoretical Foundations and Research Directions (2010)Advances in Consumer Research (2025)A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments (2000)Corporate Social Responsibility, Customer Satisfaction, and Market Value (2006)A new criterion for assessing discriminant validity in variance-based structural equation modeling (2014)The Experiential Aspects of Consumption: Consumer Fantasies, Feelings, and Fun (1982)Emotion knowledge: Further exploration of a prototype approach. (1987)Consumer perceived value: The development of a multiple item scale (2001)Free Competition and the Optimal Amount of Fraud (1973)Advertising as Information (1974)An Investigation into the Determinants of Customer Satisfaction (1982)A National Customer Satisfaction Barometer: The Swedish Experience (1992)The Behavioral Consequences of Service Quality (1996)Whence Consumer Loyalty? (1999)A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions (1993)Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research (1994)The Different Roles of Satisfaction, Trust, and Commitment in Customer Relationships (1999)Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach (2001)Service Quality Delivery through Web Sites: A Critical Review of Extant Knowledge (2002)
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References

  • 1985A Conceptual Model of Service Quality and Its Implications for Future Research22,085 cited
  • 1990Zero defections: quality comes to services.5,435 cited
  • 1990The Service Encounter: Diagnosing Favorable and Unfavorable Incidents4,887 cited
  • 1996The American Customer Satisfaction Index: Nature, Purpose, and Findings4,829 cited
  • 1994SERVPERF versus SERVQUAL: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality3,176 cited
  • 1998Customer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing2,763 cited
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  • 1989A Critical review of consumer satisfaction1,522 cited
  • 1999A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery1,465 cited

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2002
A Longitudinal Study of Complaining Customers' Evaluations of Multiple Service Failures and Recovery Efforts
1,212 cited
  • 2005Spreading the Word: Investigating Antecedents of Consumers' Positive Word-of-Mouth Intentions and Behaviors in a Retailing Context1,152 cited
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    • 2020The role of customer intimacy in increasing Islamic bank customer loyalty in using e-banking and m-banking136 cited
    • 2020Examining the joint impact of relationship norms and service failure severity on consumer responses18 cited