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Pre-recovery emotions and satisfaction: A moderated mediation model of service recovery and reputation in the banking sector
16 references·14 citing·41 second hop
Pre-recovery emotions and satisfaction: A moderated mediation model of service recovery and reputation in the banking sector (2016)Pre-recovery emotions and satisfaction: A…Collaborative and Iterative Translation: An Alternative Approach to Back Translation (2007)Collaborative and Iterative T…How emotions mediate the effects of perceived justice on loyalty in service recovery situations: an empirical study (2003)How emotions mediate the effe…The Effect of Customers' Emotional Responses to Service Failures on Their Recovery Effort Evaluations and Satisfaction Judgments (2002)The Effect of Customers' Emot…Modeling customer perceptions of complaint handling over time: the effects of perceived justice on satisfaction and intent (2002)Modeling customer perceptions…Corporate image and corporate reputation in customers’ retention decisions in services (2001)Corporate image and corporate…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…Determinants of customer satisfaction in retail banking (1996)Determinants of customer sati…Consumer responses to service failures: Influence of procedural and interactional fairness perceptions (1992)Consumer responses to service…The profitable art of service recovery. (1990)The profitable art of service…Consumer Perceptions of Interpersonal Equity and Satisfaction in Transactions: A Field Survey Approach (1989)Consumer Perceptions of Inter…The Social Psychology of Procedural Justice (1988)The Social Psychology of Proc…Sociological methodology, 1981 (1982)Sociological methodology, 1981Asymptotic Confidence Intervals for Indirect Effects in Structural Equation Models (1982)Asymptotic Confidence Interva…Understanding Attitudes and Predicting Social Behavior (1980)Understanding Attitudes and P…Psychological stress and the coping process (1966)Psychological stress and the …E-service failure and recovery strategy in times of crisis: effect on peer attitudes, expectation and future intention (2024)E-service failure and recover…The Roles of Service Recovery and Perceived Justice on Post-Recovery Satisfaction in M-Commerce (2022)The Roles of Service Recovery…An integrated service recovery process for service failures: insights from systematic review (2022)An integrated service recover…Understanding the impact of the relationship quality on customer loyalty: the moderating effect of online service recovery (2021)Understanding the impact of t…Pursuit of loyalty in service recovery: The roles of brand equity and cognitive reappraisal as moderators (2021)Pursuit of loyalty in service…Effects of Utilitarian and Hedonic Emotion on the Use of Online Banking Services (2021)Effects of Utilitarian and He…Customer integration, fairness perceptions, and silent endurance in digital versus human service interactions (2021)Customer integration, fairnes…Consumer responses to the failure of self-service banking technology: moderating role of failure stability (2021)Consumer responses to the fai…Knowledge-based resources in explaining service recovery performance: a multilevel investigation (2020)Knowledge-based resources in …Antecedents and postcedents of satisfaction in seller-business relationships: positive and negative alter egos (2020)Antecedents and postcedents o…The antecedents and postcedents of satisfaction in business-to-business relationships in South Africa (2019)The antecedents and postceden…A conceptual model of operational risk events in the banking sector (2019)A conceptual model of operati…Communication relational outcomes in the insurance industry (2018)Communication relational outc…Perceived justice and post-recovery satisfaction in banking service failures: Do commitment types matter? 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References

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  • 2002Modeling customer perceptions of complaint handling over time: the effects of perceived justice on satisfaction and intent981 cited
  • 2002The Effect of Customers' Emotional Responses to Service Failures on Their Recovery Effort Evaluations and Satisfaction Judgments867 cited
  • 1996Determinants of customer satisfaction in retail banking862 cited

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  • 1992Consumer responses to service failures: Influence of procedural and interactional fairness perceptions781 cited
  • 2003How emotions mediate the effects of perceived justice on loyalty in service recovery situations: an empirical study685 cited
  • Cited by

    • 2016Perceived justice and post-recovery satisfaction in banking service failures: Do commitment types matter?33 cited
    • 2021Understanding the impact of the relationship quality on customer loyalty: the moderating effect of online service recovery28 cited
    • 2018Communication relational outcomes in the insurance industry24 cited
    • 2021Pursuit of loyalty in service recovery: The roles of brand equity and cognitive reappraisal as moderators23 cited
    • 2019A conceptual model of operational risk events in the banking sector20 cited
    • 2022An integrated service recovery process for service failures: insights from systematic review17 cited
    • 2021Customer integration, fairness perceptions, and silent endurance in digital versus human service interactions17 cited
    • 2021Consumer responses to the failure of self-service banking technology: moderating role of failure stability16 cited
    • 2019The antecedents and postcedents of satisfaction in business-to-business relationships in South Africa16 cited
    • 2020Knowledge-based resources in explaining service recovery performance: a multilevel investigation15 cited
    • 2020Antecedents and postcedents of satisfaction in seller-business relationships: positive and negative alter egos15 cited
    • 2024E-service failure and recovery strategy in times of crisis: effect on peer attitudes, expectation and future intention14 cited
    • 2022The Roles of Service Recovery and Perceived Justice on Post-Recovery Satisfaction in M-Commerce13 cited
    • 2021Effects of Utilitarian and Hedonic Emotion on the Use of Online Banking Services12 cited