References

• 1992Alternative Ways of Assessing Model Fit27,192 cited
• 1990The Service Encounter: Diagnosing Favorable and Unfavorable Incidents4,857 cited
• 1983Negative Word-of-Mouth by Dissatisfied Consumers: A Pilot Study1,808 cited
• 1999A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery1,465 cited
• 1997The effects of distributive, procedural, and interactional justice on postcomplaint behavior1,393 cited
• 2007The effect of negative online consumer reviews on product attitude: An information processing view1,127 cited
• 1988Consumer Complaint Intentions and Behavior: Definitional and Taxonomical Issues1,041 cited
• 2002Modeling customer perceptions of complaint handling over time: the effects of perceived justice on satisfaction and intent976 cited
• 2005How Organizational Complaint Handling Drives Customer Loyalty: An Analysis of the Mechanistic and the Organic Approach771 cited
• 2003Firms Reap what they Sow: The Effects of Shared Values and Perceived Organizational Justice on Customers’ Evaluations of Complaint Handling648 cited
• 1993The effects of perceived justice on complainants' negative word-of-mouth behavior and repatronage intentions623 cited
• 2007Do it right this time: The role of employee service recovery performance in customer-perceived justice and customer loyalty after service failures.549 cited
• 2008Satisfaction with service recovery: Perceived justice and emotional responses