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Managing customers’ undesirable responses towards hospitality service brands during service failure: The moderating role of other customer perception
16 references·6 citing·43 second hop
Managing customers’ undesirable responses towards hospitality service brands during service failure: The moderating role of other customer perception (2021)Managing customers’ undesirable responses…A new criterion for assessing discriminant validity in variance-based structural equation modeling (2014)A new criterion for assessing…Exploratory Factor Analysis (2011)Exploratory Factor AnalysisWhen Customer Love Turns into Lasting Hate: The Effects of Relationship Strength and Time on Customer Revenge and Avoidance (2009)When Customer Love Turns into…A Customer Lifetime Value Framework for Customer Selection and Resource Allocation Strategy (2004)A Customer Lifetime Value Fra…Service Failure and Recovery: The Impact of Relationship Factors on Customer Satisfaction (2003)Service Failure and Recovery:…Common method biases in behavioral research: A critical review of the literature and recommended remedies. (2003)Common method biases in behav…Angry Customers don't Come Back, They Get Back: The Experience and Behavioral Implications of Anger and Dissatisfaction in Services (2003)Angry Customers don't Come Ba…Relational Benefits in Services Industries: The Customer's Perspective (1998)Relational Benefits in Servic…The impact of other customers on service experiences: A critical incident examination of “getting along” (1997)The impact of other customers…Customer Switching Behavior in Service Industries: An Exploratory Study (1995)Customer Switching Behavior i…Assessing Construct Validity in Organizational Research (1991)Assessing Construct Validity …The profitable art of service recovery. (1990)The profitable art of service…The Research Act: A Theoretical Introduction to Sociological Methods (1989)The Research Act: A Theoretic…Human Groups and Social Categories: Studies in Social Psychology. (1983)Human Groups and Social Categ…The psychology of social impact. (1981)The psychology of social impa…Evaluating Structural Equation Models with Unobservable Variables and Measurement Error (1981)Evaluating Structural Equatio…Value co-destruction in Airbnb: Antecedents and outcomes (2024)Value co-destruction in Airbn…The phenomenon of brand hate: a systematic literature review (2024)The phenomenon of brand hate:…Perceived injustice and brand love: the effectiveness of sympathetic vs empathetic responses to address consumer complaints of unjust specific service encounters (2023)Perceived injustice and brand…The effect of service failure severity on brand forgiveness: the moderating role of interpersonal attachment styles and thinking styles (2022)The effect of service failure…Prosumption through advergames: leveraging on advergame format and reward elements to create a sacred brand (2022)Prosumption through advergame…Disclosing customers' intentions to use social media for purchase-related decisions (2021)Disclosing customers' intenti…Zero defections: quality comes to services. 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(1996)Examining the Relationship Between Reviews and Sales: The Role of Reviewer Identity Disclosure in Electronic Markets (2008)Women Directors on Corporate Boards: From Tokenism to Critical Mass (2011)Perceived Usefulness, Perceived Ease of Use, and User Acceptance of Information Technology (1989)User Acceptance of Information Technology: Toward A Unified View1 (2003)Using PLS path modeling in new technology research: updated guidelines (2016)When to use and how to report the results of PLS-SEM (2018)Partial Least Squares Structural Equation Modeling (PLS-SEM) Using R (2021)Belief, Attitude, Intention and Behavior: An Introduction to Theory and Research (1975)Self-Reports in Organizational Research: Problems and Prospects (1986)Technology Acceptance Model 3 and a Research Agenda on Interventions (2008)Sources of Method Bias in Social Science Research and Recommendations on How to Control It (2011)Common Method Bias in PLS-SEM (2015)Significance tests and goodness of fit in the analysis of covariance structures. 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References

  • 1981Evaluating Structural Equation Models with Unobservable Variables and Measurement Error108,884 cited
  • 2003Common method biases in behavioral research: A critical review of the literature and recommended remedies.81,863 cited
  • 2014A new criterion for assessing discriminant validity in variance-based structural equation modeling38,283 cited
  • 1991Assessing Construct Validity in Organizational Research6,615 cited
  • 1983Human Groups and Social Categories: Studies in Social Psychology.4,110 cited
  • 1995Customer Switching Behavior in Service Industries: An Exploratory Study2,903 cited
  • 1981The psychology of social impact.2,864 cited
  • 1989The Research Act: A Theoretical Introduction to Sociological Methods2,564 cited
  • 1998Relational Benefits in Services Industries: The Customer's Perspective2,347 cited
  • 1990The profitable art of service recovery.1,447 cited
  • 2011Exploratory Factor Analysis1,405 cited
  • 2009When Customer Love Turns into Lasting Hate: The Effects of Relationship Strength and Time on Customer Revenge and Avoidance980 cited
  • 2003Service Failure and Recovery: The Impact of Relationship Factors on Customer Satisfaction956 cited
  • 2004A Customer Lifetime Value Framework for Customer Selection and Resource Allocation Strategy948 cited

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  • 2003Angry Customers don't Come Back, They Get Back: The Experience and Behavioral Implications of Anger and Dissatisfaction in Services897 cited
  • 1997The impact of other customers on service experiences: A critical incident examination of “getting along”766 cited
  • Cited by

    • 2022The effect of service failure severity on brand forgiveness: the moderating role of interpersonal attachment styles and thinking styles43 cited
    • 2024The phenomenon of brand hate: a systematic literature review29 cited
    • 2021Disclosing customers' intentions to use social media for purchase-related decisions17 cited
    • 2024Value co-destruction in Airbnb: Antecedents and outcomes17 cited
    • 2023Perceived injustice and brand love: the effectiveness of sympathetic vs empathetic responses to address consumer complaints of unjust specific service encounters14 cited
    • 2022Prosumption through advergames: leveraging on advergame format and reward elements to create a sacred brand12 cited