Citation map · Study

SZodixStudyAcademic Library

Shelves Open access

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

Service failure and recovery: Impact, attributes and process

16 references·16 citing·31 second hopsampled

FromToDepth

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

References

1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality21,113 cited
1980A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions14,475 cited
1992Measuring Service Quality: A Reexamination and Extension10,646 cited
1954The critical incident technique.8,184 cited
1990The Service Encounter: Diagnosing Favorable and Unfavorable Incidents4,857 cited
1994Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research3,313 cited
1994SERVPERF versus SERVQUAL: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality3,139 cited
1991A Multistage Model of Customers' Assessments of Service Quality and Value2,949 cited
1982An Investigation into the Determinants of Customer Satisfaction2,914 cited
1988Models of Consumer Satisfaction Formation: An Extension2,237 cited
1992Marketing Services: Competing Through Quality2,178 cited
1988Response Determinants in Satisfaction Judgments1,685 cited
1990The profitable art of service recovery.1,447 cited
1984Designing services that deliver1,272 cited
1987Expectations and Norms in Models of Consumer Satisfaction

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

1,166 cited

1983Modeling Consumer Satisfaction Processes Using Experience-Based Norms966 cited

Cited by

2013Online Customer Reviews of Hotels183 cited
2006Banking customers' varied reactions to service recovery strategies117 cited
2010Managing consumer complaints: differences and similarities among heterogeneous retailers88 cited
2005An empirical investigation of the role of culture on service recovery expectations87 cited
2010External equity, loyalty program membership, and service recovery79 cited
2003The effect of service guarantees on service recovery77 cited
2009An Empirical Examination of the Structural Dimensions of the Service Recovery System*77 cited
2008An empirical examination of service recovery design71 cited
2009Employees’ Willingness to Report Service Complaints69 cited
2007Appraising Tourism and Hospitality Service Failure Events: A Chinese Perspective69 cited
2011The impact of firm reputation on customers’ responses to service failure: the role of failure attributions65 cited
2009Empirical Profiles of Service Recovery Systems: The Maturity Perspective60 cited
2016Investigating the effects of service recovery quality elements on passengers' behavioral intention56 cited
2013Service encounters and face loss: Issues of failures, fairness, and context52 cited
2005Key attributes of internal service recovery strategies as perceived by frontline food service employees48 cited
2003Satisfaction with service recovery: Its measurement and its outcomes47 cited