Citation map · Study

SZodixStudyAcademic Library

Shelves Open access

Study · an open academic library·Metadata from OpenAlex (CC0)·Shelves·OpenAlex metadata, de-duplicated

An examination of interactive effects of employees’ warmth and competence and service failure types on customer’s service recovery cooperation intention

16 references·11 citing·46 second hop

FromToDepth

this work references cited by second hop

References

1992A power primer.42,571 cited
1970Back-Translation for Cross-Cultural Research14,051 cited
2002A model of (often mixed) stereotype content: Competence and warmth respectively follow from perceived status and competition.7,356 cited
1990The Service Encounter: Diagnosing Favorable and Unfavorable Incidents4,857 cited
2006Universal dimensions of social cognition: warmth and competence4,565 cited
1995Customer Switching Behavior in Service Industries: An Exploratory Study2,903 cited
1998Customer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing2,718 cited
2008Warmth and Competence as Universal Dimensions of Social Perception: The Stereotype Content Model and the BIAS Map2,462 cited
1993RELATIONS BETWEEN WORK GROUP CHARACTERISTICS AND EFFECTIVENESS: IMPLICATIONS FOR DESIGNING EFFECTIVE WORK GROUPS2,200 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
2001SERVICE WITH A SMILE: EMOTIONAL CONTAGION IN THE SERVICE ENCOUNTER.1,391 cited
2005Fundamental dimensions of social judgment: Understanding the relations between judgments of competence and warmth.1,060 cited
2000An Empirical Investigation of Customer Satisfaction after Service Failure and Recovery

Only edges whose both ends are imported exist here. Widen the year window, or show the whole map. Back to the work

1,027 cited

2010Nonprofits Are Seen as Warm and For-Profits as Competent: Firm Stereotypes Matter901 cited

1993A typology of retail failures and recoveries871 cited

Cited by

2022Revisiting the effects of smile intensity on judgments of warmth and competence: The role of industry context46 cited
2022The effect of service failure severity on brand forgiveness: the moderating role of interpersonal attachment styles and thinking styles43 cited
2023A social exchange perspective on boosting customer loyalty through culturally competent servers41 cited
2024Visual cues and consumer's booking intention in P2P accommodation: Exploring the role of social and emotional signals from hosts' profile photos39 cited
2021Effects of the new COVID-19 normal on customer satisfaction: Can facemasks level off the playing field between average-looking and attractive-looking employees?38 cited
2021Effects of COVID-19 on customer service experience: Can employees wearing facemasks enhance customer-perceived service quality?37 cited
2021The influence of customer race on perceived discrimination, anger and coping strategies following subtle degradation of restaurant service30 cited
2022How does customer cooperation affect employees’ prosocial service behavior in upscale Chinese hotels? An affective social exchange perspective30 cited
2020Exploring customer loyalty following service recovery: a replication study in the Ghanaian hotel industry29 cited
2022Consumer engagement with self-driving cars: a theory of planned behavior-informed perspective19 cited
2022Does ‘chicken soup for the soul’ on the product packaging work? The mediating role of perceived warmth and self-brand connection18 cited