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Discount reference moderates customers' reactions to discount frames after online service failure
16 references·2 citing·39 second hop
Discount reference moderates customers' reactions to discount frames after online service failure (2016)Discount reference moderates customers' r…Service failure recovery: The moderating impact of individual-level cultural value orientation on perceptions of justice (2006)Service failure recovery: The…Consumer responses to compensation, speed of recovery and apology after a service failure (2004)Consumer responses to compens…Service Failure and Recovery: The Impact of Relationship Factors on Customer Satisfaction (2003)Service Failure and Recovery:…Firms Reap what they Sow: The Effects of Shared Values and Perceived Organizational Justice on Customers’ Evaluations of Complaint Handling (2003)Firms Reap what they Sow: The…The Effect of Customers' Emotional Responses to Service Failures on Their Recovery Effort Evaluations and Satisfaction Judgments (2002)The Effect of Customers' Emot…Emotions in the Workplace: Research, Theory, and Practice (2000)Emotions in the Workplace: Re…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…An Experimental Investigation of Customer Reactions to Service Failure and Recovery Encounters (1998)An Experimental Investigation…The effects of distributive, procedural, and interactional justice on postcomplaint behavior (1997)The effects of distributive, …Customer voluntary performance: Customers as partners in service delivery (1997)Customer voluntary performanc…A typology of retail failures and recoveries (1993)A typology of retail failures…Consumer responses to service failures: Influence of procedural and interactional fairness perceptions (1992)Consumer responses to service…Prospect theory: An analysis of decision under risk (1988)Prospect theory: An analysis …Evaluating Structural Equation Models with Unobservable Variables and Measurement Error (1981)Evaluating Structural Equatio…Prospect Theory: An Analysis of Decision under Risk (1979)Prospect Theory: An Analysis …Factors influencing consumer forgiveness: a systematic literature review and directions for future research (2023)Factors influencing consumer …When do amount‐off discounts result in more positive consumer responses? Meta‐analytic evidence (2021)When do amount‐off discounts …Structural equation modeling in practice: A review and recommended two-step approach. 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(2008)SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)Self-Service Technologies: Understanding Customer Satisfaction with Technology-Based Service Encounters (2000)Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach (2001)Significance tests and goodness of fit in the analysis of covariance structures. 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References

  • 1981Evaluating Structural Equation Models with Unobservable Variables and Measurement Error108,884 cited
  • 1979Prospect Theory: An Analysis of Decision under Risk48,459 cited
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  • 2000Emotions in the Workplace: Research, Theory, and Practice

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689 cited
  • 2003Firms Reap what they Sow: The Effects of Shared Values and Perceived Organizational Justice on Customers’ Evaluations of Complaint Handling648 cited
  • 2006Service failure recovery: The moderating impact of individual-level cultural value orientation on perceptions of justice525 cited
  • Cited by

    • 2023Factors influencing consumer forgiveness: a systematic literature review and directions for future research25 cited
    • 2021When do amount‐off discounts result in more positive consumer responses? Meta‐analytic evidence16 cited