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Why Platforms Become Scapegoats: Extending Attribution Theory in Multi-Actor Service Contexts
16 references·0 citing·49 second hop
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References

  • 1995Customer Switching Behavior in Service Industries: An Exploratory Study2,903 cited
  • 1980Attribution Theory and Research2,648 cited
  • 1979A theory of motivation for some classroom experiences.2,453 cited
  • 1999A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery1,465 cited
  • 1984Consumer Reactions to Product Failure: An Attributional Approach1,353 cited
  • 2002A Longitudinal Study of Complaining Customers' Evaluations of Multiple Service Failures and Recovery Efforts1,201 cited
  • 1987Predictability and Personalization in the Service Encounter1,135 cited
  • 1988Recent Attribution Research in Consumer Behavior: A Review and New Directions1,040 cited
  • 2003Service Failure and Recovery: The Impact of Relationship Factors on Customer Satisfaction956 cited
  • 2000Attributional Thoughts about Consumer Behavior902 cited
  • 1987A Field Study of Causal Inferences and Consumer Reaction: The View from the Airport618 cited
  • 2010A comprehensive model of customer direct and indirect revenge: understanding the effects of perceived greed and customer power519 cited
  • 2010A Meta-Analysis of Organizational Complaint Handling and Customer Responses479 cited
  • 2011Online Damage Control: The Effects of Proactive versus Reactive Webcare Interventions in Consumer-generated and Brand-generated Platforms

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441 cited
  • 2002Repercussions of promoting an ideology of consumption: consumer misbehavior428 cited
  • 2017Lateral Exchange Markets: How Social Platforms Operate in a Networked Economy396 cited
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