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Is service recovery of equal importance for private vs public complainers?
16 references·0 citing·51 second hop
Is service recovery of equal importance for private vs public complainers? (2022)Is service recovery of equal importance f…A systematic review of brand transgression, service failure recovery and product-harm crisis: integration and guiding insights (2019)A systematic review of brand …The Service Recovery Journey: Conceptualization, Integration, and Directions for Future Research (2018)The Service Recovery Journey:…When Hostile Consumers Wreak Havoc on Your Brand: The Phenomenon of Consumer Brand Sabotage (2016)When Hostile Consumers Wreak …Word of mouth and interpersonal communication: A review and directions for future research (2014)Word of mouth and interperson…A Meta-Analysis of Relationships Linking Service Failure Attributions to Customer Outcomes (2014)A Meta-Analysis of Relationsh…The Impact of New Media on Customer Relationships (2010)The Impact of New Media on Cu…A Meta-Analysis of Organizational Complaint Handling and Customer Responses (2010)A Meta-Analysis of Organizati…The role of overall justice judgments in organizational justice research: A test of mediation. (2009)The role of overall justice j…A meta-analysis of satisfaction with complaint handling in services (2009)A meta-analysis of satisfacti…Exploring Customer Loyalty Following Service Recovery (2007)Exploring Customer Loyalty Fo…Complaining to the Masses: The Role of Protest Framing in Customer-Created Complaint Web Sites (2006)Complaining to the Masses: Th…Affective responses to service failure: Anger, regret, and retaliatory versus conciliatory responses (2006)Affective responses to servic…How emotions mediate the effects of perceived justice on loyalty in service recovery situations: an empirical study (2003)How emotions mediate the effe…The effectiveness of service recovery in a multi‐industry setting (2001)The effectiveness of service …Customer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing (1998)Customer Evaluations of Servi…Development and validation of brief measures of positive and negative affect: The PANAS scales. (1988)Development and validation of…Inequity In Social Exchange (1965)The Service Encounter: Diagnosing Favorable and Unfavorable Incidents (1990)The Behavioral Consequences of Service Quality (1996)The effects of service recovery on consumer satisfaction: a comparison between complainants and non‐complainants (2006)Satisfaction with service recovery: Perceived justice and emotional responses (2008)Customer Engagement With Tourism Brands (2012)Job Satisfaction and Organizational Commitment as Predictors of Organizational Citizenship and In-Role Behaviors (1991)Justice at the millennium: A meta-analytic review of 25 years of organizational justice research. (2001)On the dimensionality of organizational justice: A construct validation of a measure. (2001)12 Structural Equation Modeling in Management Research: A Guide for Improved Analysis (2009)Why Are Job Seekers Attracted by Corporate Social Performance? 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(1990)Structural equation modeling with AMOS: basic concepts, applications, and programming (2000)Perceptions of Chinese restaurants in the U.S.: What affects customer satisfaction and behavioral intentions? (2008)The effects of perceived justice on recovery satisfaction, trust, word-of-mouth, and revisit intention in upscale hotels (2008)Measuring Tourists’ Emotional Experiences toward Hedonic Holiday Destinations (2009)Frame Analysis: An Essay on the Organization of Experience. (1975)A circumplex model of affect. 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References

  • 1988Development and validation of brief measures of positive and negative affect: The PANAS scales.32,408 cited
  • 1998Customer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing2,718 cited
  • 2014Word of mouth and interpersonal communication: A review and directions for future research1,466 cited
  • 2010The Impact of New Media on Customer Relationships1,415 cited
  • 2009The role of overall justice judgments in organizational justice research: A test of mediation.872 cited
  • 2003How emotions mediate the effects of perceived justice on loyalty in service recovery situations: an empirical study685 cited
  • 2006Complaining to the Masses: The Role of Protest Framing in Customer-Created Complaint Web Sites525 cited
  • 2001The effectiveness of service recovery in a multi‐industry setting508 cited
  • 2010A Meta-Analysis of Organizational Complaint Handling and Customer Responses479 cited
  • 2007Exploring Customer Loyalty Following Service Recovery453 cited
  • 2019A systematic review of brand transgression, service failure recovery and product-harm crisis: integration and guiding insights383 cited
  • 2009A meta-analysis of satisfaction with complaint handling in services375 cited
  • 2006Affective responses to service failure: Anger, regret, and retaliatory versus conciliatory responses333 cited
  • 2018

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The Service Recovery Journey: Conceptualization, Integration, and Directions for Future Research
324 cited
  • 2014A Meta-Analysis of Relationships Linking Service Failure Attributions to Customer Outcomes279 cited
  • 2016When Hostile Consumers Wreak Havoc on Your Brand: The Phenomenon of Consumer Brand Sabotage272 cited
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