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Service recovery satisfaction in offline and online experiences
16 references·1 citing·53 second hop
Service recovery satisfaction in offline and online experiences (2019)Service recovery satisfaction in offline …Service Research Priorities in a Rapidly Changing Context (2015)Service Research Priorities i…Sources of Method Bias in Social Science Research and Recommendations on How to Control It (2011)Sources of Method Bias in Soc…Impact of Emerging Markets on Marketing: Rethinking Existing Perspectives and Practices (2011)Impact of Emerging Markets on…Do it right this time: The role of employee service recovery performance in customer-perceived justice and customer loyalty after service failures. (2007)Do it right this time: The ro…Marketing renaissance: How research in emerging markets advances marketing science and practice (2006)Marketing renaissance: How re…Consumer responses to compensation, speed of recovery and apology after a service failure (2004)Consumer responses to compens…Organizational Responses to Customer Complaints: What Works and What Doesn’t (2003)Organizational Responses to C…Application of Fairness Theory to Service Failures and Service Recovery (2003)Application of Fairness Theor…Modeling customer perceptions of complaint handling over time: the effects of perceived justice on satisfaction and intent (2002)Modeling customer perceptions…Customer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing (1998)Customer Evaluations of Servi…Assessing Measurement Invariance in Cross‐National Consumer Research (1998)Assessing Measurement Invaria…The effects of distributive, procedural, and interactional justice on postcomplaint behavior (1997)The effects of distributive, …A Parsimonious Estimating Technique for Interaction and Quadratic Latent Variables (1995)A Parsimonious Estimating Tec…On the Evaluation of Structural Equation Models (1988)On the Evaluation of Structur…An Updated Paradigm for Scale Development Incorporating Unidimensionality and Its Assessment (1988)An Updated Paradigm for Scale…Consumer Reactions to Product Failure: An Attributional Approach (1984)Consumer Reactions to Product…Smart Tourism Intermingling with Indian Spiritual Destinations: Role of e-WoM Sentiments in marketing (2022)Smart Tourism Intermingling w…A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)A Conceptual Model of Service Quality and Its Implications for Future Research (1985)A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery (1999)Measuring Service Quality in E-Retailing (2006)Exchange and Power in Social Life (2017)Coefficient Alpha and the Internal Structure of Tests (1951)A Paradigm for Developing Better Measures of Marketing Constructs (1979)Structural equation modeling in practice: A review and recommended two-step approach. 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References

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  • 2003Application of Fairness Theory to Service Failures and Service Recovery

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649 cited
  • 2003Organizational Responses to Customer Complaints: What Works and What Doesn’t618 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
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    • 2022Smart Tourism Intermingling with Indian Spiritual Destinations: Role of e-WoM Sentiments in marketing3 cited