References

• 1990The Service Encounter: Diagnosing Favorable and Unfavorable Incidents4,857 cited
• 1994Customer Satisfaction, Market Share, and Profitability: Findings From Sweden4,531 cited
• 1990The profitable art of service recovery.1,447 cited
• 2002Modeling customer perceptions of complaint handling over time: the effects of perceived justice on satisfaction and intent976 cited
• 2003Service Failure and Recovery: The Impact of Relationship Factors on Customer Satisfaction956 cited
• 1988SERVICE QUALITY: THE SIX CRITERIA OF GOOD PERCEIVED SERVICE QUALITY852 cited
• 2004The impact of service failure severity on service recovery evaluations andpost‐recovery relationships581 cited
• 2003On the relative importance of customer satisfaction and trust as determinants of customer retention and positive word of mouth461 cited
• 1996CUSTOMER PERCEPTIONS OF CORPORATE RESPONSES TO PRODUCT COMPLAINTS: THE ROLE OF EXPLANATIONS.356 cited
• 2011Service marketing : people, technology, strategy342 cited
• 2011Satisfaction and post-purchase intentions with service recovery of online shopping websites: Perspectives on perceived justice and emotions318 cited
• 2014How customers cope with service failure? A study of brand reputation and customer satisfaction274 cited
• 2017Effect of service recovery on customers’ perceived justice, satisfaction, and word-of-mouth intentions on online shopping websites231 cited