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Guarantees come to professional service firms.
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Guarantees come to professional service firms. (1992)Guarantees come to professional service f…Designing Service Guarantees With Construal Fit (2012)Designing Service Guarantees …The influence of guarantees, active requests to voice and failure severity on customer complaint behavior (2011)The influence of guarantees, …Service guarantees in the hotel industry: Their effects on consumer risk and service quality perceptions (2011)Service guarantees in the hot…The Influence of Failure Severity and Employee Effort on Service Recovery in a Service Guarantee Context (2010)The Influence of Failure Seve…THE FIRM-LEVEL EFFECTS OF SERVICE INNOVATION: A LITERATURE REVIEW (2010)THE FIRM-LEVEL EFFECTS OF SER…How to Use an Innovation Audit as a Learning Tool: A Case Study of Enhancing High‐Involvement Innovation (2009)How to Use an Innovation Audi…Service recovery in the airline industry: a cross‐cultural comparison of the attitudes and behaviours of British and Italian front‐line personnel (2004)Service recovery in the airli…A Mathematical Model of Service Failure and Recovery Strategies* (2004)A Mathematical Model of Servi…A conceptual model and empirical examination of the effect of service guarantees on post‐purchase consumption evaluations (2004)A conceptual model and empiri…Student Satisfaction Guarantees: An Empirical Examination of Attitudes, Antecedents, and Consequences (2002)Student Satisfaction Guarante…Service guarantees: a strategic mechanism to minimise customers’ perceived risk in service organisations (2001)Service guarantees: a strateg…A conceptual framework for guaranteeing higher education (2001)A conceptual framework for gu…Development of a Service Guarantee Model (1998)Development of a Service Guar…Designing the service guarantee: unconditional or specific? (1998)Designing the service guarant…Combining technology and corporate strategy in small high tech firms (1998)Combining technology and corp…Managing service recovery (1993)Managing service recoveryThe critical incident technique. (1954)Culture's Consequences: International Differences in Work-Related Values. (1983)Culture's Consequences: Comparing Values, Behaviors, Institutions, and Organizations across Nations (2002)Job resourcefulness, symptoms of burnout and service recovery performance: an examination of call centre frontline employees (2009)Symptoms of burnout and service recovery performance (2009)An analysis of the relationship between service failure, service recovery and loyalty for Low Cost Carrier travelers (2015)Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)Servicescapes: The Impact of Physical Surroundings on Customers and Employees (1992)The Behavioral Consequences of Service Quality (1996)The Economic Payout Model for Service Guarantees (2005)Effects of customer-based corporate reputation on perceived risk and relational outcomes: empirical evidence from gender moderation in fashion retailing (2017)Advances in Consumer Research (1983)An Attributional Theory of Motivation and Emotion (1986)The manager's dilemma: a conceptualization of online review manipulation strategies (2016)Tourism, information technologies and sustainability: an exploratory review (2016)The evolution of service failure and recovery research in hospitality and tourism: An integrative review and future research directions (2023)Relationship Quality in Services Selling: An Interpersonal Influence Perspective (1990)Reputation: Realizing Value from the Corporate Image (1996)Strategic Brand Management: Building, Measuring, and Managing Brand Equity (1997)Importance-performance analysis of service quality dimensions for the customer groups segmented by DEA (2016)Assessing the moderating roles of brand equity, intellectual capital and social capital in Chinese luxury hotels (2020)The asset-light business model and firm performance in complex and dynamic environments: The dynamic capabilities view (2021)Evaluating Structural Equation Models with Unobservable Variables and Measurement Error (1981)On the Evaluation of Structural Equation Models (1988)Structural equation modeling in practice: A review and recommended two-step approach. (1988)Student Attitudes Toward College Courses: An Examination of Influences and Intentions (2006)The desired teaching qualities of lecturers in higher education: a means end analysis (2006)Pedagogical affect, student interest, and learning performance (2007)Comparative fit indexes in structural models. (1990)Service recovery: Literature review and research issues (2011)Service guarantee as a recovery strategy (2016)Patterns of Industrial Innovation (1978)How information gives you competitive advantage (1985)Strategic management of small firms in hostile and benign environments (1989)Value-creating networks: an analysis of the software component business (2004)INTER-ORGANIZATIONAL INNOVATION PROMOTERS IN SMALL, KNOWLEDGE-INTENSIVE FIRMS (2009)INTER-ORGANIZATIONAL NETWORKS AND INNOVATION IN SMALL, KNOWLEDGE-INTENSIVE FIRMS: A LITERATURE REVIEW (2013)Prospect Theory: An Analysis of Decision under Risk (1979)Prospect theory: An analysis of decision under risk (1988)SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)Evaluating Customer Information Breaches as Service Failures: An Event Study Approach (2010)Dealing with Nonlinearity in Importance-Performance Map Analysis (IPMA): An Integrative Framework in a PLS-SEM Context (2017)Leveraging service recovery strategies to reduce customer churn in an emerging market (2019)The Impact of Services versus Goods on Consumers' Assessment of Perceived Risk and Variability (1990)The profitable art of service recovery. (1990)Designing service guarantees – is full satisfaction the best you can guarantee? (2001)Culture's Consequences: International Differences in Work-Related Values (1981)Zero defections: quality comes to services. (1990)The effect of guarantees on consumers’ evaluation of services (1998)Should a firm with a reputation for outstanding service quality offer a service guarantee? (2000)Examining perceived betrayal, desire for revenge and avoidance, and the moderating effect of relational benefits (2012)
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  • 2004A Mathematical Model of Service Failure and Recovery Strategies*101 cited
  • 1998Development of a Service Guarantee Model95 cited
  • 2002Student Satisfaction Guarantees: An Empirical Examination of Attitudes, Antecedents, and Consequences93 cited
  • 2011The influence of guarantees, active requests to voice and failure severity on customer complaint behavior80 cited
  • 1998Combining technology and corporate strategy in small high tech firms79 cited
  • 1998Designing the service guarantee: unconditional or specific?76 cited
  • 2011Service guarantees in the hotel industry: Their effects on consumer risk and service quality perceptions73 cited
  • 2004Service recovery in the airline industry: a cross‐cultural comparison of the attitudes and behaviours of British and Italian front‐line personnel70 cited
  • 2001Service guarantees: a strategic mechanism to minimise customers’ perceived risk in service organisations69 cited
  • 2004A conceptual model and empirical examination of the effect of service guarantees on post‐purchase consumption evaluations65 cited
  • 2012Designing Service Guarantees With Construal Fit51 cited
  • 2001A conceptual framework for guaranteeing higher education48 cited
  • 2010THE FIRM-LEVEL EFFECTS OF SERVICE INNOVATION: A LITERATURE REVIEW46 cited

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  • 2009How to Use an Innovation Audit as a Learning Tool: A Case Study of Enhancing High‐Involvement Innovation43 cited
  • 2010The Influence of Failure Severity and Employee Effort on Service Recovery in a Service Guarantee Context40 cited
  • 1993Managing service recovery39 cited