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Beyond a Single Firm and Internal Focus Service Failure/Recovery: Multiple Providers and External Service Recoveries
16 references·1 citing·42 second hop
Beyond a Single Firm and Internal Focus Service Failure/Recovery: Multiple Providers and External Service Recoveries (2020)Beyond a Single Firm and Internal Focus S…Pandemics, transformations and tourism: be careful what you wish for (2020)Pandemics, transformations an…Pandemics, tourism and global change: a rapid assessment of COVID-19 (2020)Pandemics, tourism and global…Service Research Priorities in a Rapidly Changing Context (2015)Service Research Priorities i…Institutions and axioms: an extension and update of service-dominant logic (2015)Institutions and axioms: an e…Match your innovation strategy to your innovation ecosystem. (2006)Match your innovation strateg…The keystone advantage: what the new dynamics of business ecosystems mean for strategy, innovation, and sustainability (2005)The keystone advantage: what …Evolving to a New Dominant Logic for Marketing (2003)Evolving to a New Dominant Lo…A Longitudinal Study of Complaining Customers' Evaluations of Multiple Service Failures and Recovery Efforts (2002)A Longitudinal Study of Compl…Multivariate Data Analysis (2000)Multivariate Data AnalysisA Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery (1999)A Model of Customer Satisfact…The effects of distributive, procedural, and interactional justice on postcomplaint behavior (1997)The effects of distributive, …The Behavioral Consequences of Service Quality (1996)The Behavioral Consequences o…The Dimensionality of Consumption Emotion Patterns and Consumer Satisfaction (1991)The Dimensionality of Consump…Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses (1990)Evaluating Service Encounters…Consumer Perceptions of Interpersonal Equity and Satisfaction in Transactions: A Field Survey Approach (1989)Consumer Perceptions of Inter…The Social Psychology of Procedural Justice (1988)The Social Psychology of Proc…Servitization in the construction industry: a multiple case study from a value-adding perspective (2024)Servitization in the construc…A Conceptual Model of Service Quality and Its Implications for Future Research (1985)SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)Measuring Service Quality: A Reexamination and Extension (1992)The Different Roles of Satisfaction, Trust, and Commitment in Customer Relationships (1999)Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments (2000)Understanding Customer Experience Throughout the Customer Journey (2016)A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)The Experiential Aspects of Consumption: Consumer Fantasies, Feelings, and Fun (1982)Product/Consumption-Based Affective Responses and Postpurchase Processes (1987)Heart and Mind in Conflict: the Interplay of Affect and Cognition in Consumer Decision Making (1999)Customer satisfaction with services: putting perceived value into the equation (2000)Customer Satisfaction: A Meta-Analysis of the Empirical Evidence (2001)Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)Market Orientation: Antecedents and Consequences (1993)Customer Loyalty: Toward an Integrated Conceptual Framework (1994)An Evolutionary Theory of Economic Change. (1983)The Theory of the Growth of the Firm (1995)Service-dominant logic: continuing the evolution (2007)An Investigation into the Determinants of Customer Satisfaction (1982)Models of Consumer Satisfaction Formation: An Extension (1988)Customer Satisfaction, Market Share, and Profitability: Findings from Sweden (1994)An examination of the effects of motivation and satisfaction on destination loyalty: a structural model (2003)Electronic word-of-mouth via consumer-opinion platforms: What motivates consumers to articulate themselves on the Internet? (2004)Climate tipping points — too risky to bet against (2019)Reviving tourism industry post-COVID-19: A resilience-based framework (2020)The Global Macroeconomic Impacts of COVID-19: Seven Scenarios (2020)Tourism and COVID-19: Impacts and implications for advancing and resetting industry and research (2020)The Iron Cage Revisited: Institutional Isomorphism and Collective Rationality in Organizational Fields (1983)Economic Action and Social Structure: The Problem of Embeddedness (1985)Institutions, Institutional Change and Economic Performance (1990)S-D logic–informed customer engagement: integrative framework, revised fundamental propositions, and application to CRM (2016)Service-dominant logic 2025 (2016)Designing conceptual articles: four approaches (2020)Technology Ecosystem Governance (2013)Open innovation: The next decade (2014)Unpacking the innovation ecosystem construct: Evolution, gaps and trends (2016)A Relational Model of Authority in Groups (1992)FOUNDATION FOR A GENERAL STRAIN THEORY OF CRIME AND DELINQUENCY* (1992)CONSEQUENCES OF ABUSIVE SUPERVISION. (2000)Organizational innovation as an enabler of technological innovation capabilities and firm performance (2012)The digital divide shifts to differences in usage (2013)Exploring Consumer Behavior in Virtual Reality Tourism Using an Extended Stimulus-Organism-Response Model (2018)
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References

  • 2003Evolving to a New Dominant Logic for Marketing14,777 cited
  • 1996The Behavioral Consequences of Service Quality11,994 cited
  • 1988The Social Psychology of Procedural Justice6,583 cited
  • 1990Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses4,950 cited
  • 2020Pandemics, tourism and global change: a rapid assessment of COVID-194,785 cited
  • 2015Institutions and axioms: an extension and update of service-dominant logic3,692 cited
  • 2000Multivariate Data Analysis3,570 cited
  • 1991The Dimensionality of Consumption Emotion Patterns and Consumer Satisfaction2,162 cited
  • 1989Consumer Perceptions of Interpersonal Equity and Satisfaction in Transactions: A Field Survey Approach2,084 cited
  • 2006Match your innovation strategy to your innovation ecosystem.1,700 cited
  • 2005The keystone advantage: what the new dynamics of business ecosystems mean for strategy, innovation, and sustainability1,563 cited
  • 2015Service Research Priorities in a Rapidly Changing Context1,469 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

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2002
A Longitudinal Study of Complaining Customers' Evaluations of Multiple Service Failures and Recovery Efforts
1,201 cited
  • 2020Pandemics, transformations and tourism: be careful what you wish for1,181 cited
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    • 2024Servitization in the construction industry: a multiple case study from a value-adding perspective8 cited