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Star power: the effect of star rating on service recovery in the hotel industry
16 references·5 citing·40 second hop
Star power: the effect of star rating on service recovery in the hotel industry (2018)Star power: the effect of star rating on …The Effect of On-Line Consumer Reviews on Consumer Purchasing Intention: The Moderating Role of Involvement (2007)The Effect of On-Line Consume…Understanding Information Systems Continuance: An Expectation-Confirmation Model1 (2001)Understanding Information Sys…The Chain of Effects from Brand Trust and Brand Affect to Brand Performance: The Role of Brand Loyalty (2001)The Chain of Effects from Bra…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 Behavioral Consequences of Service Quality (1996)The Behavioral Consequences o…Customer Switching Behavior in Service Industries: An Exploratory Study (1995)Customer Switching Behavior i…A National Customer Satisfaction Barometer: The Swedish Experience (1992)A National Customer Satisfact…The Service Encounter: Diagnosing Favorable and Unfavorable Incidents (1990)The Service Encounter: Diagno…Structural equation modeling in practice: A review and recommended two-step approach. (1988)Structural equation modeling …On the Evaluation of Structural Equation Models (1988)On the Evaluation of Structur…Practical Issues in Structural Modeling (1987)Practical Issues in Structura…The Elaboration Likelihood Model of Persuasion (1986)The Elaboration Likelihood Mo…Evaluating Structural Equation Models with Unobservable Variables and Measurement Error (1981)Evaluating Structural Equatio…A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)A Cognitive Model of the Ante…Towards an understanding of inequity. (1963)Towards an understanding of i…Influence of individual and social values on customer engagement in luxury thermal spa hotels: The mediating roles of perceived justice and brand experience (2023)Influence of individual and s…Identifying appropriate service recovery strategies in the event of a natural disaster (2021)Identifying appropriate servi…Addressing service failure and initiating service recovery in online platforms: literature review and research agenda (2020)Addressing service failure an…“It’s not worth the effort”! Examining service recovery in Airbnb and other homesharing platforms (2020)“It’s not worth the effort”! …Empowerment in service recovery: the role of self-regulation process of frontline employee (2019)Empowerment in service recove…A Theory of Cognitive Dissonance (1957)Belief, Attitude, Intention and Behavior: An Introduction to Theory and Research (1975)Understanding Attitudes and Predicting Social Behavior (1980)The Persuasion Knowledge Model: How People Cope with Persuasion Attempts (1994)Communication and Persuasion: Central and Peripheral Routes to Attitude Change (2015)Using social and behavioural science to support COVID-19 pandemic response (2020)A Conceptual Model of Service Quality and Its Implications for Future Research (1985)SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)Measuring Service Quality: A Reexamination and Extension (1992)The Different Roles of Satisfaction, Trust, and Commitment in Customer Relationships (1999)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)Significance tests and goodness of fit in the analysis of covariance structures. (1980)A Partial Least Squares Latent Variable Modeling Approach for Measuring Interaction Effects: Results from a Monte Carlo Simulation Study and an Electronic-Mail Emotion/Adoption Study (2003)Evaluating the Fit of Structural Equation Models: Tests of Significance and Descriptive Goodness-of-Fit Measures (2003)Scale Development Research (2006)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)Developing Buyer-Seller Relationships (1987)Competitive Strategy: Techniques for Analyzing Industries and Competitors (1980)Marketing management: analysis. planning. implementation and control (2000)\nThe use of partial least squares path modeling in international marketing (2009)The theory of planned behavior (1991)Common Method Variance in IS Research: A Comparison of Alternative Approaches and a Reanalysis of Past Research (2006)Technology Acceptance Model 3 and a Research Agenda on Interventions (2008)Consumer Acceptance and Use of Information Technology: Extending the Unified Theory of Acceptance and Use of Technology1 (2012)Diffusion of Innovations 1 (2019)Conceptualizing, Measuring, and Managing Customer-Based Brand Equity (1993)The Commitment-Trust Theory of Relationship Marketing (1994)Consumer–Company Identification: A Framework for Understanding Consumers’ Relationships with Companies (2003)Some antecedents and outcomes of brand love (2006)Using PLS Path Modeling for Assessing Hierarchical Construct Models: Guidelines and Empirical Illustration1 (2009)Construct validity in psychological tests. 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this work references cited by second hop

References

  • 1981Evaluating Structural Equation Models with Unobservable Variables and Measurement Error108,884 cited
  • 1988Structural equation modeling in practice: A review and recommended two-step approach.41,858 cited
  • 1988On the Evaluation of Structural Equation Models26,139 cited
  • 1980A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions14,475 cited
  • 1996The Behavioral Consequences of Service Quality11,994 cited
  • 1986The Elaboration Likelihood Model of Persuasion8,811 cited
  • 2001Understanding Information Systems Continuance: An Expectation-Confirmation Model18,741 cited
  • 2001The Chain of Effects from Brand Trust and Brand Affect to Brand Performance: The Role of Brand Loyalty6,666 cited
  • 1987Practical Issues in Structural Modeling5,797 cited
  • 1992A National Customer Satisfaction Barometer: The Swedish Experience5,637 cited
  • 1963Towards an understanding of inequity.5,146 cited
  • 1990The Service Encounter: Diagnosing Favorable and Unfavorable Incidents4,857 cited
  • 1995Customer Switching Behavior in Service Industries: An Exploratory Study2,903 cited
  • 1998Customer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing2,718 cited
  • 2007

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The Effect of On-Line Consumer Reviews on Consumer Purchasing Intention: The Moderating Role of Involvement
2,115 cited
  • 1999A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery2,058 cited
  • Cited by

    • 2020“It’s not worth the effort”! Examining service recovery in Airbnb and other homesharing platforms35 cited
    • 2019Empowerment in service recovery: the role of self-regulation process of frontline employee25 cited
    • 2020Addressing service failure and initiating service recovery in online platforms: literature review and research agenda20 cited
    • 2023Influence of individual and social values on customer engagement in luxury thermal spa hotels: The mediating roles of perceived justice and brand experience19 cited
    • 2021Identifying appropriate service recovery strategies in the event of a natural disaster18 cited