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Identifying appropriate service recovery strategies in the event of a natural disaster
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Identifying appropriate service recovery strategies in the event of a natural disaster (2021)Identifying appropriate service recovery …Appraisal Theories of Emotion: State of the Art and Future Development (2013)Appraisal Theories of Emotion…Beyond valence in customer dissatisfaction (2002)Beyond valence in customer di…A Longitudinal Study of Complaining Customers' Evaluations of Multiple Service Failures and Recovery Efforts (2002)A Longitudinal Study of Compl…Fear, anger, and risk. (2001)Fear, anger, and risk.Attributional Thoughts about Consumer Behavior (2000)Attributional Thoughts about …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…A typology of retail failures and recoveries (1993)A typology of retail failures…The Dimensionality of Consumption Emotion Patterns and Consumer Satisfaction (1991)The Dimensionality of Consump…Emotion And Adaptation (1991)Emotion And AdaptationAppraisal determinants of discrete emotions (1991)Appraisal determinants of dis…The relationship between coping and emotion: Implications for theory and research (1988)The relationship between copi…The Cognitive Structure of Emotions (1988)The Cognitive Structure of Em…Emotion, cognitive structure, and action tendency (1987)Emotion, cognitive structure,…Patterns of cognitive appraisal in emotion. (1985)Patterns of cognitive apprais…Cognitive determinants of emotion: A structural theory. (1984)Cognitive determinants of emo…Prospect Theory: An Analysis of Decision under Risk (1979)Evaluating Structural Equation Models with Unobservable Variables and Measurement Error (1981)Prospect theory: An analysis of decision under risk (1988)Cross-Sectional versus Longitudinal Survey Research: Concepts, Findings, and Guidelines (2008)Customer Engagement Behavior: Theoretical Foundations and Research Directions (2010)Discriminant validity testing in marketing: an analysis, causes for concern, and proposed remedies (2015)Structural equation modeling in practice: A review and recommended two-step approach. (1988)Customer repurchase intention (2003)The Effects of Customer Satisfaction, Relationship Commitment Dimensions, and Triggers on Customer Retention (2005)The impact of online reviews on hotel booking intentions and perception of trust (2011)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)The psychology of interpersonal relations. (1958)Consumer Reactions to Product Failure: An Attributional Approach (1984)Consumer responses to compensation, speed of recovery and apology after a service failure (2004)Is “service with a smile” enough? Authenticity of positive displays during service encounters (2004)The Effect of Corporate Social Responsibility (CSR) Activities on Companies With Bad Reputations (2006)The expression of the emotions in man and animals. (1872)The Principles of Psychology (1891)Fear of the unknown: One fear to rule them all? (2016)Integrating Personality Structure, Personality Process, and Personality Development (2017)Climate anxiety, wellbeing and pro-environmental action: correlates of negative emotional responses to climate change in 32 countries (2022)Development and validation of brief measures of positive and negative affect: The PANAS scales. (1988)Risk as feelings. (2001)Power, approach, and inhibition. (2003)Emotion and Decision Making (2014)A circumplex model of affect. (1980)Emotional Intelligence (1990)The Emerging Field of Emotion Regulation: An Integrative Review (1998)A Conceptual Model of Service Quality and Its Implications for Future Research (1985)Do Satisfied Customers Really Pay More? A Study of the Relationship between Customer Satisfaction and Willingness to Pay (2005)When Customer Love Turns into Lasting Hate: The Effects of Relationship Strength and Time on Customer Revenge and Avoidance (2009)Handbook of Positive Psychology (2001)Core affect and the psychological construction of emotion. (2003)The Benefits of Frequent Positive Affect: Does Happiness Lead to Success? (2005)The role of positive emotions in positive psychology: The broaden-and-build theory of positive emotions. (2001)Prejudice, social stress, and mental health in lesbian, gay, and bisexual populations: Conceptual issues and research evidence. (2003)Stress: Appraisal and Coping (2013)
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References

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  • 2001Fear, anger, and risk.3,309 cited
  • 1991The Dimensionality of Consumption Emotion Patterns and Consumer Satisfaction2,162 cited
  • 1999A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery2,058 cited
  • 2013Appraisal Theories of Emotion: State of the Art and Future Development1,672 cited
  • 1999A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery1,465 cited
  • 2002A Longitudinal Study of Complaining Customers' Evaluations of Multiple Service Failures and Recovery Efforts1,201 cited
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  • 1988The relationship between coping and emotion: Implications for theory and research868 cited
  • 2002Beyond valence in customer dissatisfaction849 cited

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  • 1987Emotion, cognitive structure, and action tendency824 cited
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