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Effects of Service Recovery Expectation and Recovery Justice on Customer Citizenship Behavior in the E-Retailing Context
16 references·0 citing·37 second hop
Effects of Service Recovery Expectation and Recovery Justice on Customer Citizenship Behavior in the E-Retailing Context (2021)Effects of Service Recovery Expectation a…Structural Equation Modeling (2012)Structural Equation ModelingCustomer satisfaction and loyalty in online and offline environments (2003)Customer satisfaction and loy…Understanding Information Systems Continuance: An Expectation-Confirmation Model1 (2001)Understanding Information Sys…A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery (1999)A Model of Customer Satisfact…Customer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing (1998)Customer Evaluations of Servi…The Antecedents and Consequences of Customer Satisfaction for Firms (1993)The Antecedents and Consequen…Consumer Perceptions of Interpersonal Equity and Satisfaction in Transactions: A Field Survey Approach (1989)Consumer Perceptions of Inter…SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)SERVQUAL: A multiple-Item Sca…On the Evaluation of Structural Equation Models (1988)On the Evaluation of Structur…Product/Consumption-Based Affective Responses and Postpurchase Processes (1987)Product/Consumption-Based Aff…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…Inequity In Social Exchange (1965)Inequity In Social ExchangeExchange and Power in Social Life. (1965)Exchange and Power in Social …The Norm of Reciprocity: A Preliminary Statement (1960)The Norm of Reciprocity: A Pr…Social Behavior as Exchange (1958)Social Behavior as ExchangeStrategic Management and Marketing in the Service Sector (1984)A Conceptual Model of Service Quality and Its Implications for Future Research (1985)Measuring Service Quality: A Reexamination and Extension (1992)The Behavioral Consequences of Service Quality (1996)Evolving to a New Dominant Logic for Marketing (2003)Prospect theory: An analysis of decision under risk (1988)Whence Consumer Loyalty? (1999)Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments (2000)Marketing management: analysis. planning. implementation and control (2000)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)Developing Buyer-Seller Relationships (1987)The theory of planned behavior (1991)Common Method Variance in IS Research: A Comparison of Alternative Approaches and a Reanalysis of Past Research (2006)Technology Acceptance Model 3 and a Research Agenda on Interventions (2008)Consumer Acceptance and Use of Information Technology: Extending the Unified Theory of Acceptance and Use of Technology1 (2012)Diffusion of Innovations 1 (2019)A Theory of Social Comparison Processes (1954)A Theory of Cognitive Dissonance (1957)Social stigma and self-esteem: The self-protective properties of stigma. (1989)FOUNDATION FOR A GENERAL STRAIN THEORY OF CRIME AND DELINQUENCY* (1992)Understanding knowledge sharing in virtual communities: An integration of social capital and social cognitive theories (2006)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)Social Capital: Its Origins and Applications in Modern Sociology (1998)A Theoretical Extension of the Technology Acceptance Model: Four Longitudinal Field Studies (2000)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

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  • 1988On the Evaluation of Structural Equation Models26,139 cited
  • 1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality21,113 cited
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  • 1987Product/Consumption-Based Affective Responses and Postpurchase Processes2,464 cited
  • 1989Consumer Perceptions of Interpersonal Equity and Satisfaction in Transactions: A Field Survey Approach2,084 cited
  • 1999A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery2,058 cited
  • 2003

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Customer satisfaction and loyalty in online and offline environments
1,560 cited
  • 2012Structural Equation Modeling1,371 cited
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