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From service failure to brand loyalty: evidence of service recovery paradox
16 references·0 citing·39 second hop
From service failure to brand loyalty: evidence of service recovery paradox (2025)From service failure to brand loyalty: ev…PLS-SEM or CB-SEM: updated guidelines on which method to use (2017)PLS-SEM or CB-SEM: updated gu…Exchange and Power in Social Life (2017)Exchange and Power in Social …Principles and practice of structural equation modeling, 4th ed. (2016)Principles and practice of st…Principles and Practice of Structural Equation Modeling (2012)Principles and Practice of St…Customer Engagement Behavior: Theoretical Foundations and Research Directions (2010)Customer Engagement Behavior:…Common method biases in behavioral research: A critical review of the literature and recommended remedies. (2003)Common method biases in behav…Understanding Information Systems Continuance: An Expectation-Confirmation Model1 (2001)Understanding Information Sys…The Chain of Effects from Brand Trust and Brand Affect to Brand Performance: The Role of Brand Loyalty (2001)The Chain of Effects from Bra…The Commitment-Trust Theory of Relationship Marketing (1994)The Commitment-Trust Theory o…Scale Development: Theory and Applications. (1992)Scale Development: Theory and…Developing Buyer-Seller Relationships (1987)Developing Buyer-Seller Relat…Evaluating Structural Equation Models with Unobservable Variables and Measurement Error (1981)Evaluating Structural Equatio…A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)A Cognitive Model of the Ante…Social Exchange Theory (1976)Social Exchange TheoryInequity In Social Exchange (1965)Inequity In Social ExchangeTowards an understanding of inequity. (1963)Towards an understanding of i…Markets and Hierarchies: Analysis and Antitrust Implications. (1976)Determinants of Long-Term Orientation in Buyer-Seller Relationships (1994)An Examination of the Nature of Trust in Buyer-Seller Relationships (1997)The Theory of Buyer Behavior (1971)Effect of expectation and disconfirmation on postexposure product evaluations: An alternative interpretation. (1977)Disconfirmation of consumer expectations through product trial. (1979)Measuring Service Quality: A Reexamination and Extension (1992)Belief, Attitude, Intention and Behavior: An Introduction to Theory and Research (1975)Self-Reports in Organizational Research: Problems and Prospects (1986)Structural Equations with Latent Variables. (1991)Technology Acceptance Model 3 and a Research Agenda on Interventions (2008)Sources of Method Bias in Social Science Research and Recommendations on How to Control It (2011)Common Method Bias in PLS-SEM (2015)The theory of planned behavior (1991)Common Method Variance in IS Research: A Comparison of Alternative Approaches and a Reanalysis of Past Research (2006)Consumer Acceptance and Use of Information Technology: Extending the Unified Theory of Acceptance and Use of Technology1 (2012)Diffusion of Innovations 1 (2019)Conceptualizing, Measuring, and Managing Customer-Based Brand Equity (1993)Consumer–Company Identification: A Framework for Understanding Consumers’ Relationships with Companies (2003)Some antecedents and outcomes of brand love (2006)Using PLS Path Modeling for Assessing Hierarchical Construct Models: Guidelines and Empirical Illustration1 (2009)Structural equation modeling in practice: A review and recommended two-step approach. (1988)Comparative fit indexes in structural models. (1990)Trust and TAM in Online Shopping: An Integrated Model1 (2003)A Theory of Social Comparison Processes (1954)A Theory of Cognitive Dissonance (1957)Exchange and Power in Social Life. (1965)Social stigma and self-esteem: The self-protective properties of stigma. (1989)FOUNDATION FOR A GENERAL STRAIN THEORY OF CRIME AND DELINQUENCY* (1992)Understanding knowledge sharing in virtual communities: An integration of social capital and social cognitive theories (2006)Significance tests and goodness of fit in the analysis of covariance structures. (1980)On the Evaluation of Structural Equation Models (1988)A new criterion for assessing discriminant validity in variance-based structural equation modeling (2014)When to use and how to report the results of PLS-SEM (2018)A Theoretical Extension of the Technology Acceptance Model: Four Longitudinal Field Studies (2000)Social Capital in the Creation of Human Capital (2000)POSITIVE PSYCHOLOGICAL CAPITAL: MEASUREMENT AND RELATIONSHIP WITH PERFORMANCE AND SATISFACTION (2007)Measurement invariance conventions and reporting: The state of the art and future directions for psychological research (2016)Assessing measurement model quality in PLS-SEM using confirmatory composite analysis (2019)
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References

  • 1981Evaluating Structural Equation Models with Unobservable Variables and Measurement Error108,884 cited
  • 2003Common method biases in behavioral research: A critical review of the literature and recommended remedies.81,863 cited
  • 2012Principles and Practice of Structural Equation Modeling38,893 cited
  • 1994The Commitment-Trust Theory of Relationship Marketing22,337 cited
  • 2017Exchange and Power in Social Life15,909 cited
  • 1980A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions14,475 cited
  • 1965Inequity In Social Exchange10,813 cited
  • 1987Developing Buyer-Seller Relationships9,139 cited
  • 2001Understanding Information Systems Continuance: An Expectation-Confirmation Model18,741 cited
  • 2001The Chain of Effects from Brand Trust and Brand Affect to Brand Performance: The Role of Brand Loyalty6,666 cited
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  • 1963Towards an understanding of inequity.5,146 cited
  • 1992Scale Development: Theory and Applications.3,634 cited
  • 2010Customer Engagement Behavior: Theoretical Foundations and Research Directions3,536 cited
  • 1976Social Exchange Theory

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  • 2016Principles and practice of structural equation modeling, 4th ed.3,399 cited
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