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Difficulty is a possibility: turning service recovery into e-WOM
16 references·1 citing·43 second hop
Difficulty is a possibility: turning service recovery into e-WOM (2021)Difficulty is a possibility: turning serv…Electronic word-of-mouth via consumer-opinion platforms: What motivates consumers to articulate themselves on the Internet? (2004)Electronic word-of-mouth via …Customer Satisfaction and Shareholder Value (2004)Customer Satisfaction and Sha…Common method biases in behavioral research: A critical review of the literature and recommended remedies. (2003)Common method biases in behav…A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery (1999)A Model of Customer Satisfact…A 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, …Customer Switching Behavior in Service Industries: An Exploratory Study (1995)Customer Switching Behavior i…Critical Service Encounters: The Employee's Viewpoint (1994)Critical Service Encounters: …The Service Encounter: Diagnosing Favorable and Unfavorable Incidents (1990)The Service Encounter: Diagno…The profitable art of service recovery. (1990)The profitable art of service…Organizational Justice: Yesterday, Today, and Tomorrow (1990)Organizational Justice: Yeste…On the Evaluation of Structural Equation Models (1988)On the Evaluation of Structur…Evaluating Structural Equation Models with Unobservable Variables and Measurement Error (1981)Evaluating Structural Equatio…A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)A Cognitive Model of the Ante…The Norm of Reciprocity: A Preliminary Statement (1960)The Norm of Reciprocity: A Pr…Social Behavior as Exchange (1958)Social Behavior as ExchangeConsumer response to E-commerce service failure: Leveraging repurchase intentions through strategic recovery policies (2024)Consumer response to E-commer…A theory of justice original editionHandbook of Industrial and Organizational Psychology. (1977)Research in Organizational Behavior. (1986)Justice at the millennium: A meta-analytic review of 25 years of organizational justice research. (2001)On the dimensionality of organizational justice: A construct validation of a measure. (2001)Perceived organizational support: A review of the literature. (2002)A Conceptual Model of Service Quality and Its Implications for Future Research (1985)Developing Buyer-Seller Relationships (1987)SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses (1990)Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach (2001)Consumer Trust, Value, and Loyalty in Relational Exchanges (2002)The Theory of Buyer Behavior (1971)Effect of expectation and disconfirmation on postexposure product evaluations: An alternative interpretation. (1977)Disconfirmation of consumer expectations through product trial. (1979)Understanding Information Systems Continuance: An Expectation-Confirmation Model1 (2001)Zero defections: quality comes to services. (1990)Measuring Service Quality: A Reexamination and Extension (1992)Relational Benefits in Services Industries: The Customer's Perspective (1998)Self-Service Technologies: Understanding Customer Satisfaction with Technology-Based Service Encounters (2000)The Discovery of Grounded Theory (2017)Belief, Attitude, Intention and Behavior: An Introduction to Theory and Research (1975)Self-Reports in Organizational Research: Problems and Prospects (1986)Structural Equations with Latent Variables. (1991)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)The psychology of interpersonal relations. (1958)Electronic word-of-mouth in hospitality and tourism management (2007)Customer Engagement Behavior: Theoretical Foundations and Research Directions (2010)Consumer engagement in a virtual brand community: An exploratory analysis (2011)Significance tests and goodness of fit in the analysis of covariance structures. (1980)A new criterion for assessing discriminant validity in variance-based structural equation modeling (2014)When to use and how to report the results of PLS-SEM (2018)The Evolution of Reciprocal Altruism (1971)Social Capital in the Creation of Human Capital (2000)Social Exchange Theory: An Interdisciplinary Review (2005)Social Exchange Theory (1976)Social Exchange Theory (2006)What Makes Online Content Viral? (2011)PSYCHOLOGICAL, EMPOWERMENT IN THE WORKPLACE: DIMENSIONS, MEASUREMENT AND VALIDATION. (1995)An assessment of the use of partial least squares structural equation modeling in marketing research (2011)PLS-SEM: Indeed a Silver Bullet (2011)
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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
  • 1988On the Evaluation of Structural Equation Models26,139 cited
  • 1980A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions14,475 cited
  • 1960The Norm of Reciprocity: A Preliminary Statement11,995 cited
  • 2004Electronic word-of-mouth via consumer-opinion platforms: What motivates consumers to articulate themselves on the Internet?5,913 cited
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  • 1994Critical Service Encounters: The Employee's Viewpoint1,821 cited
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  • 1990The profitable art of service recovery.1,447 cited

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1997
The effects of distributive, procedural, and interactional justice on postcomplaint behavior
1,393 cited
  • 2004Customer Satisfaction and Shareholder Value1,336 cited
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    • 2024Consumer response to E-commerce service failure: Leveraging repurchase intentions through strategic recovery policies20 cited