Citation map · Study

SZodixStudyAcademic Library

Shelves Open access

Study · an open academic library·Metadata from OpenAlex (CC0)·Shelves·OpenAlex metadata, de-duplicated

A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery

16 references·16 citing·38 second hopsampled

FromToDepth

this work references cited by second hop· second hop is a sample of the most-cited connections

References

1979Prospect Theory: An Analysis of Decision under Risk48,459 cited
1988Structural equation modeling in practice: A review and recommended two-step approach.41,858 cited
1985A Conceptual Model of Service Quality and Its Implications for Future Research21,635 cited
1979A Paradigm for Developing Better Measures of Marketing Constructs16,553 cited
1992Advances in prospect theory: Cumulative representation of uncertainty15,457 cited
1984Research in Organizational Behavior10,806 cited
1990Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses4,950 cited
1990The Service Encounter: Diagnosing Favorable and Unfavorable Incidents4,857 cited
1995Customer Switching Behavior in Service Industries: An Exploratory Study2,903 cited
1998Customer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing2,718 cited
1993The Nature and Determinants of Customer Expectations of Service2,665 cited
1992Marketing Services: Competing Through Quality2,178 cited
1989Consumer Perceptions of Interpersonal Equity and Satisfaction in Transactions: A Field Survey Approach2,084 cited
1975Marketing as Exchange1,648 cited
1987

Only edges whose both ends are imported exist here. Widen the year window, or show the whole map. Back to the work

Defensive Marketing Strategy by Customer Complaint Management: A Theoretical Analysis

1,394 cited

1997The effects of distributive, procedural, and interactional justice on postcomplaint behavior1,393 cited

Cited by

2005Do Satisfied Customers Really Pay More? A Study of the Relationship between Customer Satisfaction and Willingness to Pay1,204 cited
2002A Longitudinal Study of Complaining Customers' Evaluations of Multiple Service Failures and Recovery Efforts1,201 cited
2009When Customer Love Turns into Lasting Hate: The Effects of Relationship Strength and Time on Customer Revenge and Avoidance980 cited
2002The Effect of Customers' Emotional Responses to Service Failures on Their Recovery Effort Evaluations and Satisfaction Judgments865 cited
2007Customer betrayal and retaliation: when your best customers become your worst enemies808 cited
2005How Organizational Complaint Handling Drives Customer Loyalty: An Analysis of the Mechanistic and the Organic Approach771 cited
2004Consumer responses to compensation, speed of recovery and apology after a service failure724 cited
2003Application of Fairness Theory to Service Failures and Service Recovery649 cited
2003Firms Reap what they Sow: The Effects of Shared Values and Perceived Organizational Justice on Customers’ Evaluations of Complaint Handling648 cited
2004The impact of service failure severity on service recovery evaluations andpost‐recovery relationships581 cited
2004Customer Portfolio Management: Toward a Dynamic Theory of Exchange Relationships550 cited
2010A comprehensive model of customer direct and indirect revenge: understanding the effects of perceived greed and customer power519 cited
2009Anger, frustration, and helplessness after service failure: coping strategies and effective informational support513 cited
2001The effectiveness of service recovery in a multi‐industry setting508 cited
2006Marketing Models of Service and Relationships507 cited
2008Satisfaction with service recovery: Perceived justice and emotional responses505 cited