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The effects of knowledge sharing and knowledge application on service recovery performance
16 references·2 citing·46 second hop
The effects of knowledge sharing and knowledge application on service recovery performance (2015)The effects of knowledge sharing and know…Specification, evaluation, and interpretation of structural equation models (2011)Specification, evaluation, an…Do it right this time: The role of employee service recovery performance in customer-perceived justice and customer loyalty after service failures. (2007)Do it right this time: The ro…A MULTILEVEL INVESTIGATION OF FACTORS INFLUENCING EMPLOYEE SERVICE PERFORMANCE AND CUSTOMER OUTCOMES. (2004)A MULTILEVEL INVESTIGATION OF…The Effect of Management Commitment to Service Quality on Employees' Affective and Performance Outcomes (2003)The Effect of Management Comm…Job Performance (2003)Job PerformanceA Longitudinal Study of Complaining Customers' Evaluations of Multiple Service Failures and Recovery Efforts (2002)A Longitudinal Study of Compl…The effectiveness of service recovery in a multi‐industry setting (2001)The effectiveness of service …The influence of selected antecedents on frontline staff’s perceptions of service recovery performance (2000)The influence of selected ant…Attributional Thoughts about Consumer Behavior (2000)Attributional Thoughts about …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 determinants of service quality: satisfiers and dissatisfiers (1995)The determinants of service q…Customer Switching Behavior in Service Industries: An Exploratory Study (1995)Customer Switching Behavior i…Consumer responses to service failures: Influence of procedural and interactional fairness perceptions (1992)Consumer responses to service…The Service Encounter: Diagnosing Favorable and Unfavorable Incidents (1990)The Service Encounter: Diagno…A Conceptual Model of Service Quality and Its Implications for Future Research (1985)A Conceptual Model of Service…Service recovery and loyalty of Uber sharing economy: The mediating effect of trust (2021)Service recovery and loyalty …Influence of social capital on customer’s relationship satisfaction in the Pakistani banking industry (2017)Influence of social capital o…Prospect Theory: An Analysis of Decision under Risk (1979)Evaluating Structural Equation Models with Unobservable Variables and Measurement Error (1981)Prospect theory: An analysis of decision under risk (1988)Cross-Sectional versus Longitudinal Survey Research: Concepts, Findings, and Guidelines (2008)Customer Engagement Behavior: Theoretical Foundations and Research Directions (2010)Discriminant validity testing in marketing: an analysis, causes for concern, and proposed remedies (2015)SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)Measuring Service Quality: A Reexamination and Extension (1992)The key determinants of Internet banking service quality: a content analysis (2001)The asymmetric relationship between attribute-level performance and overall customer satisfaction: a reconsideration of the importance–performance analysis (2003)Service quality, relationship satisfaction, trust, commitment and business‐to‐business loyalty (2007)Developing Buyer-Seller Relationships (1987)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)A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)Self-Reports in Organizational Research: Problems and Prospects (1986)THE IMPACT OF HUMAN RESOURCE MANAGEMENT PRACTICES ON TURNOVER, PRODUCTIVITY, AND CORPORATE FINANCIAL PERFORMANCE. (1995)Leader personality traits and employee voice behavior: Mediating roles of ethical leadership and work group psychological safety. (2009)Emergence of the Human Capital Resource: A Multilevel Model (2011)Transformational Leadership and Performance Across Criteria and Levels: A Meta-Analytic Review of 25 Years of Research (2011)Advertising as Information (1974)Breaking Free from Product Marketing (1977)Strategic Management and Marketing in the Service Sector (1984)Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)The Behavioral Consequences of Service Quality (1996)Zero defections: quality comes to services. (1990)Relational Benefits in Services Industries: The Customer's Perspective (1998)A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery (1999)Self-Service Technologies: Understanding Customer Satisfaction with Technology-Based Service Encounters (2000)The Discovery of Grounded Theory (2017)The psychology of interpersonal relations. (1958)Consumer Reactions to Product Failure: An Attributional Approach (1984)Consumer responses to compensation, speed of recovery and apology after a service failure (2004)Is “service with a smile” enough? Authenticity of positive displays during service encounters (2004)The Effect of Corporate Social Responsibility (CSR) Activities on Companies With Bad Reputations (2006)On the Evaluation of Structural Equation Models (1988)Perceived Usefulness, Perceived Ease of Use, and User Acceptance of Information Technology (1989)Cutoff criteria for fit indexes in covariance structure analysis: Conventional criteria versus new alternatives (1999)Testing the dimensionality of place attachment and its relationships with place satisfaction and pro-environmental behaviours: A structural equation modelling approach (2012)Consumer Brand Engagement in Social Media: Conceptualization, Scale Development and Validation (2014)Challenging games help students learn: An empirical study on engagement, flow and immersion in game-based learning (2015)The Commitment-Trust Theory of Relationship Marketing (1994)Structural equation modeling in practice: A review and recommended two-step approach. (1988)Do Satisfied Customers Really Pay More? A Study of the Relationship between Customer Satisfaction and Willingness to Pay (2005)When Customer Love Turns into Lasting Hate: The Effects of Relationship Strength and Time on Customer Revenge and Avoidance (2009)
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References

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  • 2007

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Do it right this time: The role of employee service recovery performance in customer-perceived justice and customer loyalty after service failures.
549 cited
  • 2001The effectiveness of service recovery in a multi‐industry setting508 cited
  • 2003Job Performance432 cited
  • Cited by

    • 2021Service recovery and loyalty of Uber sharing economy: The mediating effect of trust32 cited
    • 2017Influence of social capital on customer’s relationship satisfaction in the Pakistani banking industry27 cited