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Trust recovery tactics after double deviation: better sooner than later?
16 references·0 citing·45 second hop
Trust recovery tactics after double deviation: better sooner than later? (2018)Trust recovery tactics after double devia…When Customer Love Turns into Lasting Hate: The Effects of Relationship Strength and Time on Customer Revenge and Avoidance (2009)When Customer Love Turns into…Service Blueprinting: A Practical Technique for Service Innovation (2008)Service Blueprinting: A Pract…An Integrative Model of Organizational Trust: Past, Present, and Future (2007)An Integrative Model of Organ…Removing the Shadow of Suspicion: The Effects of Apology Versus Denial for Repairing Competence- Versus Integrity-Based Trust Violations. (2004)Removing the Shadow of Suspic…Consumer responses to compensation, speed of recovery and apology after a service failure (2004)Consumer responses to compens…The service concept: the missing link in service design research? 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(1986)Not So Different After All: A Cross-Discipline View Of Trust (1998)Social Exchange Theory: A Critical Review with Theoretical Remedies (2017)Human Trust in Artificial Intelligence: Review of Empirical Research (2020)Trust in AI and Its Role in the Acceptance of AI Technologies (2022)A Theory of Social Comparison Processes (1954)Social Behavior: Its Elementary Forms (1963)New directions in equity research. (1973)FOUNDATION FOR A GENERAL STRAIN THEORY OF CRIME AND DELINQUENCY* (1992)What's the difference? diversity constructs as separation, variety, or disparity in organizations (2007)E-S-QUAL (2004)Internet Users' Information Privacy Concerns (IUIPC): The Construct, the Scale, and a Causal Model (2004)Factors Influencing the Effectiveness of Relationship Marketing: A Meta-Analysis (2006)Do Satisfied Customers Really Pay More? A Study of the Relationship between Customer Satisfaction and Willingness to Pay (2005)
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References

  • 1995An Integrative Model Of Organizational Trust15,026 cited
  • 1963Towards an understanding of inequity.5,146 cited
  • 1990The Service Encounter: Diagnosing Favorable and Unfavorable Incidents4,857 cited
  • 2002Consumer Trust, Value, and Loyalty in Relational Exchanges4,193 cited
  • 1995Customer Switching Behavior in Service Industries: An Exploratory Study2,903 cited
  • 2007An Integrative Model of Organizational Trust: Past, Present, and Future2,794 cited
  • 1980Attribution Theory and Research2,648 cited
  • 1999A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery2,058 cited
  • 1999A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery1,465 cited
  • 2002A Longitudinal Study of Complaining Customers' Evaluations of Multiple Service Failures and Recovery Efforts1,201 cited
  • 2008Service Blueprinting: A Practical Technique for Service Innovation1,195 cited
  • 2004Removing the Shadow of Suspicion: The Effects of Apology Versus Denial for Repairing Competence- Versus Integrity-Based Trust Violations.1,066 cited
  • 2009When Customer Love Turns into Lasting Hate: The Effects of Relationship Strength and Time on Customer Revenge and Avoidance980 cited
  • 2002The Effect of Customers' Emotional Responses to Service Failures on Their Recovery Effort Evaluations and Satisfaction Judgments

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865 cited
  • 2002The service concept: the missing link in service design research?766 cited
  • 2004Consumer responses to compensation, speed of recovery and apology after a service failure724 cited
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