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Perceived injustice and brand love: the effectiveness of sympathetic vs empathetic responses to address consumer complaints of unjust specific service encounters
16 references·2 citing·55 second hop
Perceived injustice and brand love: the effectiveness of sympathetic vs empathetic responses to address consumer complaints of unjust specific service encounters (2023)Perceived injustice and brand love: the e…Brand Love (2011)Brand LoveThe impact of e-word-of-mouth on the online popularity of restaurants: A comparison of consumer reviews and editor reviews (2010)The impact of e-word-of-mouth…The Effect of On-Line Consumer Reviews on Consumer Purchasing Intention: The Moderating Role of Involvement (2007)The Effect of On-Line Consume…Customer betrayal and retaliation: when your best customers become your worst enemies (2007)Customer betrayal and retalia…Some antecedents and outcomes of brand love (2006)Some antecedents and outcomes…Organizational Responses to Customer Complaints: What Works and What Doesn’t (2003)Organizational Responses to C…Firms Reap what they Sow: The Effects of Shared Values and Perceived Organizational Justice on Customers’ Evaluations of Complaint Handling (2003)Firms Reap what they Sow: The…The Role of Justice in Organizations: A Meta-Analysis (2001)The Role of Justice in Organi…INTEGRATING JUSTICE AND SOCIAL EXCHANGE: THE DIFFERING EFFECTS OF FAIR PROCEDURES AND TREATMENT ON WORK RELATIONSHIPS. (2000)INTEGRATING JUSTICE AND SOCIA…An Empirical Investigation of Customer Satisfaction after Service Failure and Recovery (2000)An Empirical Investigation of…Customer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing (1998)Customer Evaluations of Servi…The influence of firm behavior on purchase intention: do consumers really care about business ethics? (1997)The influence of firm behavio…The effects of distributive, procedural, and interactional justice on postcomplaint behavior (1997)The effects of distributive, …Consumer responses to service failures: Influence of procedural and interactional fairness perceptions (1992)Consumer responses to service…The relation of empathy to prosocial and related behaviors. (1987)The relation of empathy to pr…Distributive and procedural justice: Combined impact of voice and improvement on experienced inequity. (1977)Distributive and procedural j…Understanding the Dynamics of Brand Love in the Automobile Industry (2024)Understanding the Dynamics of…Comparing the distinctive influences of physical and social servicescapes on brand love for internet‐famous restaurants (2024)Comparing the distinctive inf…Consumers and Their Brands: Developing Relationship Theory in Consumer Research (1998)The Chain of Effects from Brand Trust and Brand Affect to Brand Performance: The Role of Brand Loyalty (2001)Brand Experience: What Is It? How Is It Measured? Does It Affect Loyalty? (2009)CB-SEM vs PLS-SEM methods for research in social sciences and technology forecasting (2021)Advances in Consumer Research (2025)The Social Psychology of Groups (1959)Motivation reconsidered: The concept of competence. (1963)Inequity In Social Exchange (1965)Voice, control, and procedural justice: Instrumental and noninstrumental concerns in fairness judgments. 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References

  • 2001The Role of Justice in Organizations: A Meta-Analysis3,562 cited
  • 1998Customer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing2,718 cited
  • 1987The relation of empathy to prosocial and related behaviors.2,667 cited
  • 2006Some antecedents and outcomes of brand love2,282 cited
  • 2007The Effect of On-Line Consumer Reviews on Consumer Purchasing Intention: The Moderating Role of Involvement2,115 cited
  • 2000INTEGRATING JUSTICE AND SOCIAL EXCHANGE: THE DIFFERING EFFECTS OF FAIR PROCEDURES AND TREATMENT ON WORK RELATIONSHIPS.2,090 cited
  • 2011Brand Love1,603 cited
  • 1997The effects of distributive, procedural, and interactional justice on postcomplaint behavior1,393 cited
  • 1997The influence of firm behavior on purchase intention: do consumers really care about business ethics?1,068 cited
  • 1977Distributive and procedural justice: Combined impact of voice and improvement on experienced inequity.1,033 cited
  • 2000An Empirical Investigation of Customer Satisfaction after Service Failure and Recovery1,027 cited
  • 2007Customer betrayal and retaliation: when your best customers become your worst enemies808 cited
  • 1992Consumer responses to service failures: Influence of procedural and interactional fairness perceptions781 cited
  • 2010The impact of e-word-of-mouth on the online popularity of restaurants: A comparison of consumer reviews and editor reviews

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761 cited
  • 2003Firms Reap what they Sow: The Effects of Shared Values and Perceived Organizational Justice on Customers’ Evaluations of Complaint Handling648 cited
  • 2003Organizational Responses to Customer Complaints: What Works and What Doesn’t618 cited
  • Cited by

    • 2024Understanding the Dynamics of Brand Love in the Automobile Industry11 cited
    • 2024Comparing the distinctive influences of physical and social servicescapes on brand love for internet‐famous restaurants10 cited