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The role of culture in the perception of service recovery

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  • Wong, Nancy Y.

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  • Wong, Nancy Y., 2004. "The role of culture in the perception of service recovery," Journal of Business Research, Elsevier, vol. 57(9), pages 957-963, September.
    • Handle: RePEc:eee:jbrese:v:57:y:2004:i:9:p:957-963
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    References listed on IDEAS

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    1. Oliver, Richard L & DeSarbo, Wayne S, 1988. "Response Determinants in Satisfaction Judgments," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 14(4), pages 495-507, March.
    2. Folkes, Valerie S, 1984. "Consumer Reactions to Product Failure: An Attributional Approach," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 10(4), pages 398-409, March.
    3. Steenkamp, Jan-Benedict E M & Baumgartner, Hans, 1998. "Assessing Measurement Invariance in Cross-National Consumer Research," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 25(1), pages 78-90, June.
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    Cited by:

    1. Walsh, Gianfranco & Northington, William Magnus & Hille, Patrick & Dose, David, 2015. "Service employees' willingness to report complaints scale: Cross-country application and replication," Journal of Business Research, Elsevier, vol. 68(3), pages 500-506.
    2. Fu, Xiaorong & Pang, Jing & Gursoy, Dogan, 2022. "Effects of online commercial friendships on customer revenge following a service failure," Journal of Business Research, Elsevier, vol. 153(C), pages 102-114.
    3. Brush, Gregory J., 2019. "Similarities and differences in Asian and Western travelers’ service performance measurement, evaluation and outcomes," Journal of Retailing and Consumer Services, Elsevier, vol. 50(C), pages 351-361.
    4. Forgas-Coll, Santiago & Palau-Saumell, Ramon & Sánchez-García, Javier & Callarisa-Fiol, Luís J., 2012. "Urban destination loyalty drivers and cross-national moderator effects: The case of Barcelona," Tourism Management, Elsevier, vol. 33(6), pages 1309-1320.
    5. Wang, Jessie J. & Lalwani, Ashok K., 2019. "The distinct influence of power distance perception and power distance values on customer satisfaction in response to loyalty programs," International Journal of Research in Marketing, Elsevier, vol. 36(4), pages 580-596.
    6. Etayankara Muralidharan & Wenxia Guo & Hesham Fazel & William Wei, 2021. "Organizational Response to Goods Failure Complaints: The Role of Culture on Perceptions of Interactional Justice and Customer Satisfaction," Global Business Review, International Management Institute, vol. 22(6), pages 1327-1344, December.
    7. Zhang, Jingyun & Beatty, Sharon E. & Walsh, Gianfranco, 2008. "Review and future directions of cross-cultural consumer services research," Journal of Business Research, Elsevier, vol. 61(3), pages 211-224, March.
    8. Shunzhong Liu, 2013. "Non-internet self-service technology failures and recoveries: comparing China with the United States," Service Business, Springer;Pan-Pacific Business Association, vol. 7(3), pages 399-417, September.
    9. Holger Roschk & Susanne Kaiser, 2013. "The nature of an apology: An experimental study on how to apologize after a service failure," Marketing Letters, Springer, vol. 24(3), pages 293-309, September.
    10. Baker, Thomas L. & Meyer, Tracy & Chebat, Jean-Charles, 2013. "Cultural impacts on felt and expressed emotions and third party complaint relationships," Journal of Business Research, Elsevier, vol. 66(7), pages 816-822.
    11. Bogomolova, Svetlana & Romaniuk, Jenni, 2009. "Brand defection in a business-to-business financial service," Journal of Business Research, Elsevier, vol. 62(3), pages 291-296, March.
    12. Gohary, Ali & Hamzelu, Bahman & Pourazizi, Lida & Hanzaee, Kambiz Heidarzadeh, 2016. "Understanding effects of co-creation on cognitive, affective and behavioral evaluations in service recovery: An ethnocultural analysis," Journal of Retailing and Consumer Services, Elsevier, vol. 31(C), pages 182-198.
    13. Akamavi, Raphaël K. & Mohamed, Elsayed & Pellmann, Katharina & Xu, Yue, 2015. "Key determinants of passenger loyalty in the low-cost airline business," Tourism Management, Elsevier, vol. 46(C), pages 528-545.
    14. Wan, Lisa C., 2013. "Culture's impact on consumer complaining responses to embarrassing service failure," Journal of Business Research, Elsevier, vol. 66(3), pages 298-305.
    15. Alt, Elisabeth & Gelbrich, Katja, 2009. "Beschwerdebehandlung und Nachbeschwerdeverhalten im interkulturellen Kontext," Ilmenauer Schriften zur Betriebswirtschaftslehre, Technische Universität Ilmenau, Institut für Betriebswirtschaftslehre, volume 1, number 12009.
    16. Nguyen Ngoc Hien & Nguyen Thanh Long & Vo Tan Liem & Danh Xuan Luu, 2024. "Customer Responses to Airline Service Failure: Perspectives from Expectation Disconfirmation Theory," SAGE Open, , vol. 14(2), pages 21582440241, May.
    17. Alden, Dana L. & He, Yi & Chen, Qimei, 2010. "Service recommendations and customer evaluations in the international marketplace: Cultural and situational contingencies," Journal of Business Research, Elsevier, vol. 63(1), pages 38-44, January.
    18. Hatice Calipinar, 2012. "Analyzing the Influence of Organizational Culture on New Service Design: Case Studies from Turkey," Information Management and Business Review, AMH International, vol. 4(4), pages 185-194.
    19. Wen-Bao Lin, 2007. "Exploration of lead factors affecting service recovery," The Service Industries Journal, Taylor & Francis Journals, vol. 29(11), pages 1529-1546, September.

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