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Service failure and recovery: impact, attributes and process
16 references·16 citing·31 second hopsampled
Service failure and recovery: impact, attributes and process (1995)Service failure and recovery: impact, att…Critical Incident Technique (2007)Critical Incident TechniqueSERVPERF versus SERVQUAL: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality (1994)SERVPERF versus SERVQUAL: Rec…Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research (1994)Reassessment of Expectations …Measuring Service Quality: A Reexamination and Extension (1992)Measuring Service Quality: A …A Multistage Model of Customers' Assessments of Service Quality and Value (1991)A Multistage Model of Custome…The Service Encounter: Diagnosing Favorable and Unfavorable Incidents (1990)The Service Encounter: Diagno…The profitable art of service recovery. (1990)The profitable art of service…SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)SERVQUAL: A multiple-Item Sca…Response Determinants in Satisfaction Judgments (1988)Response Determinants in Sati…Models of Consumer Satisfaction Formation: An Extension (1988)Models of Consumer Satisfacti…Service Positioning through Structural Change (1987)Service Positioning through S…Expectations and Norms in Models of Consumer Satisfaction (1987)Expectations and Norms in Mod…Designing services that deliver (1984)Designing services that deliv…Modeling Consumer Satisfaction Processes Using Experience-Based Norms (1983)Modeling Consumer Satisfactio…An Investigation into the Determinants of Customer Satisfaction (1982)An Investigation into the Det…A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)A Cognitive Model of the Ante…Investigating the effects of service recovery quality elements on passengers' behavioral intention (2016)Investigating the effects of …Service encounters and face loss: Issues of failures, fairness, and context (2013)Service encounters and face l…Online Customer Reviews of Hotels (2013)Online Customer Reviews of Ho…Customer Loyalty, Repurchase and Satisfaction: A Meta-Analytical Review (2011)Customer Loyalty, Repurchase …Managing consumer complaints: differences and similarities among heterogeneous retailers (2010)Managing consumer complaints:…External equity, loyalty program membership, and service recovery (2010)External equity, loyalty prog…Employees’ Willingness to Report Service Complaints (2009)Employees’ Willingness to Rep…Empirical Profiles of Service Recovery Systems: The Maturity Perspective (2009)Empirical Profiles of Service…An Empirical Examination of the Structural Dimensions of the Service Recovery System* (2009)An Empirical Examination of t…An empirical examination of service recovery design (2008)An empirical examination of s…Appraising Tourism and Hospitality Service Failure Events: A Chinese Perspective (2007)Appraising Tourism and Hospit…Banking customers' varied reactions to service recovery strategies (2006)Banking customers' varied rea…An empirical investigation of the role of culture on service recovery expectations (2005)An empirical investigation of…A re‐assessment and refinement of RECOVSAT (2005)A re‐assessment and refinemen…The effect of service guarantees on service recovery (2003)The effect of service guarant…The Importance of Internal Relationship Marketing for External Relationship Success (2000)The Importance of Internal Re…Strategic Management and Marketing in the Service Sector (1984)A Conceptual Model of Service Quality and Its Implications for Future Research (1985)The Behavioral Consequences of Service Quality (1996)Evolving to a New Dominant Logic for Marketing (2003)On the Evaluation of Structural Equation Models (1988)Quality, satisfaction and behavioral intentions (2000)Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach (2001)Experience quality, perceived value, satisfaction and behavioral intentions for heritage tourists (2009)Developing Buyer-Seller Relationships (1987)Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses (1990)Consumer Trust, Value, and Loyalty in Relational Exchanges (2002)A Theory of Cognitive Dissonance (1957)Understanding Information Systems Continuance: An Expectation-Confirmation Model1 (2001)An examination of the effects of motivation and satisfaction on destination loyalty: a structural model (2003)Examining the structural relationships of destination image, tourist satisfaction and destination loyalty: An integrated approach (2007)A Theory of Cognitive Dissonance (2017)The Theory of Buyer Behavior (1971)Effect of expectation and disconfirmation on postexposure product evaluations: An alternative interpretation. (1977)Disconfirmation of consumer expectations through product trial. (1979)A Paradigm for Developing Better Measures of Marketing Constructs (1979)Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments (2000)Understanding Customer Experience Throughout the Customer Journey (2016)Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions (1993)Cognitive, Affective, and Attribute Bases of the Satisfaction Response (1993)Significance tests and goodness of fit in the analysis of covariance structures. (1980)Service Quality Delivery through Web Sites: A Critical Review of Extant Knowledge (2002)The Effect of On-Line Consumer Reviews on Consumer Purchasing Intention: The Moderating Role of Involvement (2007)Disrupted Routines: Team Learning and New Technology Implementation in Hospitals (2001)What Kind of Citizen? The Politics of Educating for Democracy (2004)When Work And Family Are Allies: A Theory Of Work-Family Enrichment (2006)
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References

  • 1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality21,113 cited
  • 1980A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions14,475 cited
  • 1992Measuring Service Quality: A Reexamination and Extension10,646 cited
  • 2007Critical Incident Technique5,287 cited
  • 1990The Service Encounter: Diagnosing Favorable and Unfavorable Incidents4,857 cited
  • 1994Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research3,313 cited
  • 1994SERVPERF versus SERVQUAL: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality3,139 cited
  • 1991A Multistage Model of Customers' Assessments of Service Quality and Value2,949 cited
  • 1982An Investigation into the Determinants of Customer Satisfaction2,914 cited
  • 1988Models of Consumer Satisfaction Formation: An Extension2,237 cited
  • 1988Response Determinants in Satisfaction Judgments1,685 cited
  • 1990The profitable art of service recovery.1,447 cited
  • 1984Designing services that deliver1,272 cited
  • 1987Expectations and Norms in Models of Consumer Satisfaction1,166 cited
  • 1983Modeling Consumer Satisfaction Processes Using Experience-Based Norms

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966 cited
  • 1987Service Positioning through Structural Change928 cited
  • Cited by

    • 2013Online Customer Reviews of Hotels183 cited
    • 2006Banking customers' varied reactions to service recovery strategies117 cited
    • 2011Customer Loyalty, Repurchase and Satisfaction: A Meta-Analytical Review100 cited
    • 2005A re‐assessment and refinement of RECOVSAT97 cited
    • 2010Managing consumer complaints: differences and similarities among heterogeneous retailers88 cited
    • 2005An empirical investigation of the role of culture on service recovery expectations87 cited
    • 2010External equity, loyalty program membership, and service recovery79 cited
    • 2003The effect of service guarantees on service recovery77 cited
    • 2009An Empirical Examination of the Structural Dimensions of the Service Recovery System*77 cited
    • 2008An empirical examination of service recovery design71 cited
    • 2009Employees’ Willingness to Report Service Complaints69 cited
    • 2007Appraising Tourism and Hospitality Service Failure Events: A Chinese Perspective69 cited
    • 2009Empirical Profiles of Service Recovery Systems: The Maturity Perspective60 cited
    • 2016Investigating the effects of service recovery quality elements on passengers' behavioral intention56 cited
    • 2000The Importance of Internal Relationship Marketing for External Relationship Success53 cited
    • 2013Service encounters and face loss: Issues of failures, fairness, and context52 cited