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Joint effect of service recovery types and times on customer satisfaction in lodging
16 references·2 citing·41 second hop
Joint effect of service recovery types and times on customer satisfaction in lodging (2019)Joint effect of service recovery types an…Service Research Priorities in a Rapidly Changing Context (2015)Service Research Priorities i…The Role of Customer Engagement Behavior in Value Co-Creation (2014)The Role of Customer Engageme…Service-Dominant Logic: What It Is, What It Is Not, What It Might Be (2014)Service-Dominant Logic: What …Is Customer Participation in Value Creation a Double-Edged Sword? Evidence from Professional Financial Services Across Cultures (2010)Is Customer Participation in …Service-Dominant Logic as a Foundation for Service Science: Clarifications (2009)Service-Dominant Logic as a F…On value and value co-creation: A service systems and service logic perspective (2008)On value and value co-creatio…The effects of customer participation in co-created service recovery (2007)The effects of customer parti…The Service-dominant Logic of Marketing: Dialog, Debate, and Directions (2006)The Service-dominant Logic of…Service-dominant logic: reactions, reflections and refinements (2006)Service-dominant logic: react…The Four Service Marketing Myths (2004)The Four Service Marketing My…Psychological Implications of Customer Participation in Co-Production (2003)Psychological Implications of…Evolving to a New Dominant Logic for Marketing (2003)Evolving to a New Dominant Lo…Customer participation in service production and delivery. (1990)Customer participation in ser…SERVICE QUALITY: THE SIX CRITERIA OF GOOD PERCEIVED SERVICE QUALITY (1988)SERVICE QUALITY: THE SIX CRIT…Effects of Relationship Marketing on Satisfaction, Retention, and Prices in the Life Insurance Industry (1987)Effects of Relationship Marke…Coefficient Alpha and the Internal Structure of Tests (1951)Coefficient Alpha and the Int…Prevention of negative online customer reviews: A dynamic and compensation perspective (2024)Prevention of negative online…The effect of the valence of forgiveness to service recovery strategies and service outcomes in food delivery apps (2022)The effect of the valence of …From value chain to value constellation: designing interactive strategy. (1993)Service Quality Delivery through Web Sites: A Critical Review of Extant Knowledge (2002)Service-dominant logic: continuing the evolution (2007)Opinion Paper: “So what if ChatGPT wrote it?” Multidisciplinary perspectives on opportunities, challenges and implications of generative conversational AI for research, practice and policy (2023)Firm Resources and Sustained Competitive Advantage (1991)Firm resources and sustained competitive advantage (2004)“Service Encounter 2.0”: An investigation into the roles of technology, employees and customers (2017)Customer experience: fundamental premises and implications for research (2020)Setting the future of digital and social media marketing research: Perspectives and research propositions (2020)An Evolutionary Theory of Economic Change. (1983)SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)The Theory of the Growth of the Firm (1995)Understanding Customer Experience Throughout the Customer Journey (2016)Mass customization: The new frontier in business competition (1999)Marketing management: analysis. planning. implementation and control (2000)Whither Services Marketing? (2004)Contextualization and value-in-context: How context frames exchange (2011)Service-dominant logic 2025 (2016)Measurement and prediction (1950)Intraclass correlations: Uses in assessing rater reliability. (1979)The Pittsburgh sleep quality index: A new instrument for psychiatric practice and research (1989)The theory of planned behavior (1991)Case Study Research: Design and Methods (1984)Research Design: Qualitative, Quantitative, and Mixed Methods Approaches (1994)Basics of qualitative research : techniques and procedures for developing grounded theory (1998)S-D logic–informed customer engagement: integrative framework, revised fundamental propositions, and application to CRM (2016)Toward a theory of customer engagement marketing (2016)Generalized expectancies for internal versus external control of reinforcement. (1966)Motivation through the design of work: test of a theory (1976)The Behavioral Consequences of Service Quality (1996)Choosing among Alternative Service Delivery Modes: An Investigation of Customer Trial of Self-Service Technologies (2005)Co-production and customer loyalty in financial services (2007)Rethinking Customer Solutions: From Product Bundles to Relational Processes (2007)Culture's Consequences: International Differences in Work-Related Values (1981)Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)Measuring Hofstede's Five Dimensions of Cultural Values at the Individual Level: Development and Validation of CVSCALE (2011)Transformative service research: An agenda for the future (2012)Managing the co-creation of value (2007)Institutions and axioms: an extension and update of service-dominant logic (2015)Customer Engagement Behavior: Theoretical Foundations and Research Directions (2010)Consumer engagement in a virtual brand community: An exploratory analysis (2011)
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References

  • 1951Coefficient Alpha and the Internal Structure of Tests43,892 cited
  • 2003Evolving to a New Dominant Logic for Marketing14,777 cited
  • 2008On value and value co-creation: A service systems and service logic perspective3,154 cited
  • 2006Service-dominant logic: reactions, reflections and refinements1,868 cited
  • 2006The Service-dominant Logic of Marketing: Dialog, Debate, and Directions1,671 cited
  • 2003Psychological Implications of Customer Participation in Co-Production1,495 cited
  • 2015Service Research Priorities in a Rapidly Changing Context1,469 cited
  • 2004The Four Service Marketing Myths1,339 cited
  • 2014The Role of Customer Engagement Behavior in Value Co-Creation1,219 cited
  • 2010Is Customer Participation in Value Creation a Double-Edged Sword? Evidence from Professional Financial Services Across Cultures1,084 cited
  • 1987Effects of Relationship Marketing on Satisfaction, Retention, and Prices in the Life Insurance Industry977 cited
  • 1988SERVICE QUALITY: THE SIX CRITERIA OF GOOD PERCEIVED SERVICE QUALITY852 cited
  • 1990Customer participation in service production and delivery.759 cited
  • 2007The effects of customer participation in co-created service recovery757 cited
  • 2009

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Service-Dominant Logic as a Foundation for Service Science: Clarifications
532 cited
  • 2014Service-Dominant Logic: What It Is, What It Is Not, What It Might Be515 cited
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    • 2022The effect of the valence of forgiveness to service recovery strategies and service outcomes in food delivery apps37 cited
    • 2024Prevention of negative online customer reviews: A dynamic and compensation perspective20 cited