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Service recovery's influence on consumer satisfaction, positive word-of-mouth, and purchase intentions

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  • Maxham, James III

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  • Maxham, James III, 2001. "Service recovery's influence on consumer satisfaction, positive word-of-mouth, and purchase intentions," Journal of Business Research, Elsevier, vol. 54(1), pages 11-24, October.
  • Handle: RePEc:eee:jbrese:v:54:y:2001:i:1:p:11-24
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    References listed on IDEAS

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    1. Hartline, Michael D. & Jones, Keith C., 1996. "Employee performance cues in a hotel service environment: Influence on perceived service quality, value, and word-of-mouth intentions," Journal of Business Research, Elsevier, vol. 35(3), pages 207-215, March.
    2. George, William R. & Berry, Leonard L., 1981. "Guidelines for the advertising of services," Business Horizons, Elsevier, vol. 24(4), pages 52-56.
    3. Westbrook, Robert A, 1980. " Intrapersonal Affective Influences on Consumer Satisfaction with Products," Journal of Consumer Research, Oxford University Press, vol. 7(1), pages 49-54, June.
    4. Folkes, Valerie S, 1984. " Consumer Reactions to Product Failure: An Attributional Approach," Journal of Consumer Research, Oxford University Press, vol. 10(4), pages 398-409, March.
    5. Webster, Cynthia & Sundaram, D. S., 1998. "Service consumption criticality in failure recovery," Journal of Business Research, Elsevier, vol. 41(2), pages 153-159, February.
    6. Goodwin, Cathy & Ross, Ivan, 1992. "Consumer responses to service failures: Influence of procedural and interactional fairness perceptions," Journal of Business Research, Elsevier, vol. 25(2), pages 149-163, September.
    7. Bolton, Ruth N & Drew, James H, 1991. " A Multistage Model of Customers' Assessments of Service Quality and Value," Journal of Consumer Research, Oxford University Press, vol. 17(4), pages 375-384, March.
    8. Jean-Noël Kapferer & Gilles Laurent, 1985. "Consumer Involvement Profiles: A New and Practical Approach to Consumer Involvement," Post-Print hal-00786782, HAL.
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