SZodixStudyAcademic Library
ShelvesOpen access
Study · an open academic library·Metadata from OpenAlex (CC0)·Shelves·OpenAlex metadata, de-duplicated
How do customers navigate perceived inappropriateness of collective emotion in group service recovery? An application of cognitive dissonance theory
16 references·0 citing·45 second hop
How do customers navigate perceived inappropriateness of collective emotion in group service recovery? An application of cognitive dissonance theory (2022)How do customers navigate perceived inapp…An introduction to cognitive dissonance theory and an overview of current perspectives on the theory. (2019)An introduction to cognitive …Emotion Regulation: Current Status and Future Prospects (2015)Emotion Regulation: Current S…Self-Affirmation through the Choice of Highly Aesthetic Products (2012)Self-Affirmation through the …Understanding the co-creation effect: when does collaborating with customers provide a lift to service recovery? (2011)Understanding the co-creation…Customer Reactions to Emotional Labor: the Roles of Employee Acting Strategies and Customer Detection Accuracy (2009)Customer Reactions to Emotion…The effects of customer justice perception and affect on customer citizenship behavior and customer dysfunctional behavior (2008)The effects of customer justi…The effects of customer participation in co-created service recovery (2007)The effects of customer parti…Emotion Regulation: Antecedents and Well-Being Outcomes of Cognitive Reappraisal and Expressive Suppression in Cross-Cultural Samples (2007)Emotion Regulation: Anteceden…The Individual Within the Group: Balancing the Need to Belong With the Need to Be Different (2004)The Individual Within the Gro…The Effects of Brand Relationship Norms on Consumer Attitudes and Behavior (2004)The Effects of Brand Relation…Individual differences in two emotion regulation processes: Implications for affect, relationships, and well-being. (2003)Individual differences in two…A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery (1999)A Model of Customer Satisfact…Interpersonal forgiving in close relationships: II. Theoretical elaboration and measurement. (1998)Interpersonal forgiving in cl…Antecedent- and response-focused emotion regulation: Divergent consequences for experience, expression, and physiology. (1998)Antecedent- and response-focu…The Difference between Communal and Exchange Relationships: What it is and is Not (1993)The Difference between Commun…A Theory of Cognitive Dissonance (1957)A Theory of Cognitive Dissona…Interpersonal attraction in exchange and communal relationships. (1979)Review of personality and social psychology (1983)Prosocial Motivation: Is it ever Truly Altruistic? (1987)Relationship orientation as a moderator of the effects of social power. (2001)A mutualistic approach to morality: The evolution of fairness by partner choice (2013)Online influencer marketing (2022)Stress, appraisal, and coping (1985)Stress: Appraisal and Coping (2013)Diagnostic and Statistical Manual of Mental Disorders, 5th ed. (2014)Emotional Labor at a Crossroads: Where Do We Go from Here? (2015)Mindfulness Broadens Awareness and Builds Eudaimonic Meaning: A Process Model of Mindful Positive Emotion Regulation (2015)Emotion regulation as a transdiagnostic factor in the development of internalizing and externalizing psychopathology: Current and future directions (2016)Self-efficacy: Toward a unifying theory of behavioral change. (1977)On the Evaluation of Structural Equation Models (1988)Structural equation modeling in practice: A review and recommended two-step approach. (1988)Not always co‐creation: introducing interactional co‐destruction of value in service‐dominant logic (2010)Theory of value co-creation: a systematic literature review (2014)A social commerce investigation of the role of trust in a social networking site on purchase intentions (2016)An Inventory for Measuring Depression (1961)The CES-D Scale (1977)Development and validation of brief measures of positive and negative affect: The PANAS scales. (1988)Know Thyself and Become What You Are: A Eudaimonic Approach to Psychological Well-Being (2006)Psychological Well-Being Revisited: Advances in the Science and Practice of Eudaimonia (2013)Statistical principles in experimental design. (1962)Development and validation of brief measures of positive and negative affect: The PANAS scales. (1988)Is That Car Smiling at Me? Schema Congruity as a Basis for Evaluating Anthropomorphized Products (2007)Word of mouth communication within online communities: Conceptualizing the online social network (2007)When Customer Love Turns into Lasting Hate: The Effects of Relationship Strength and Time on Customer Revenge and Avoidance (2009)Self-Perception Theory (1972)The Psychology of Self-Affirmation: Sustaining the Integrity of the Self (1988)A Theoretical Model of Triggered Displaced Aggression (2003)Rethinking climate communications and the “psychological climate paradox” (2014)A Theory of Cognitive Dissonance (2017)Cognitive–motivational mechanisms of political polarization in social-communicative contexts (2022)Prospect Theory: An Analysis of Decision under Risk (1979)A Conceptual Model of Service Quality and Its Implications for Future Research (1985)A Longitudinal Study of Complaining Customers' Evaluations of Multiple Service Failures and Recovery Efforts (2002)Do Satisfied Customers Really Pay More? A Study of the Relationship between Customer Satisfaction and Willingness to Pay (2005)The Emerging Field of Emotion Regulation: An Integrative Review (1998)Dealing with betrayal in close relationships: Does commitment promote forgiveness? (2002)Forgiveness is an emotion-focused coping strategy that can reduce health risks and promote health resilience: theory, review, and hypotheses (2004)Dispositional Forgiveness of Self, Others, and Situations (2005)Inequity In Social Exchange (1965)Managing Legitimacy: Strategic and Institutional Approaches (1995)Partial Least Squares Structural Equation Modeling (PLS-SEM) Using R (2021)
this work references cited by second hop

References

  • 1957A Theory of Cognitive Dissonance24,224 cited
  • 2003Individual differences in two emotion regulation processes: Implications for affect, relationships, and well-being.11,904 cited
  • 2015Emotion Regulation: Current Status and Future Prospects5,210 cited
  • 1998Antecedent- and response-focused emotion regulation: Divergent consequences for experience, expression, and physiology.4,666 cited
  • 1999A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery1,465 cited
  • 1998Interpersonal forgiving in close relationships: II. Theoretical elaboration and measurement.1,433 cited
  • 2004The Effects of Brand Relationship Norms on Consumer Attitudes and Behavior1,069 cited
  • 1993The Difference between Communal and Exchange Relationships: What it is and is Not911 cited
  • 2019An introduction to cognitive dissonance theory and an overview of current perspectives on the theory.758 cited
  • 2007The effects of customer participation in co-created service recovery757 cited
  • 2009Customer Reactions to Emotional Labor: the Roles of Employee Acting Strategies and Customer Detection Accuracy580 cited
  • 2004The Individual Within the Group: Balancing the Need to Belong With the Need to Be Different465 cited
  • 2007Emotion Regulation: Antecedents and Well-Being Outcomes of Cognitive Reappraisal and Expressive Suppression in Cross-Cultural Samples454 cited

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

2011
Understanding the co-creation effect: when does collaborating with customers provide a lift to service recovery?
300 cited
  • 2008The effects of customer justice perception and affect on customer citizenship behavior and customer dysfunctional behavior267 cited
  • 2012Self-Affirmation through the Choice of Highly Aesthetic Products240 cited
  • Cited by

    No citing works inside the corpus for this window.