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The role of culture in the perception of service recovery


  • Wong, Nancy Y.


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Suggested Citation

  • 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

    1. Oliver, Richard L & DeSarbo, Wayne S, 1988. " Response Determinants in Satisfaction Judgments," Journal of Consumer Research, Oxford University Press, vol. 14(4), pages 495-507, March.
    2. 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.
    3. Steenkamp, Jan-Benedict E M & Baumgartner, Hans, 1998. " Assessing Measurement Invariance in Cross-National Consumer Research," Journal of Consumer Research, Oxford University Press, vol. 25(1), pages 78-90, June.
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    Cited by:

    1. 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.
    2. repec:eee:joreco:v:31:y:2016:i:c:p:182-198 is not listed on IDEAS
    3. 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.
    4. repec:eee:touman:v:33:y:2012:i:6:p:1309-1320 is not listed on IDEAS
    5. 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.
    6. 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, April.
    7. 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.
    8. 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.
    9. 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.
    10. 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.
    11. 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.
    12. repec:eee:touman:v:46:y:2015:i:c:p:528-545 is not listed on IDEAS

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