References

• 2016Understanding Customer Experience Throughout the Customer Journey6,834 cited
• 2015Writing narrative style literature reviews2,231 cited
• 2003Organizational Responses to Customer Complaints: What Works and What Doesn’t636 cited
• 2017Service encounters, experiences and the customer journey: Defining the field and a call to expand our lens595 cited
• 2009Anger, frustration, and helplessness after service failure: coping strategies and effective informational support530 cited
• 2010A Meta-Analysis of Organizational Complaint Handling and Customer Responses513 cited
• 2019A systematic review of brand transgression, service failure recovery and product-harm crisis: integration and guiding insights416 cited
• 2018The Service Recovery Journey: Conceptualization, Integration, and Directions for Future Research368 cited
• 2011Understanding the co-creation effect: when does collaborating with customers provide a lift to service recovery?319 cited
• 2014A Meta-Analysis of Relationships Linking Service Failure Attributions to Customer Outcomes279 cited
• 2013When do customers offer firms a “second chance” following a double deviation? The impact of inferred firm motives on customer revenge and reconciliation276 cited
• 2014How customers cope with service failure? A study of brand reputation and customer satisfaction274 cited
• 2017Upframing Service Design and Innovation for Research Impact257 cited