IDEAS home Printed from https://ideas.repec.org/r/eee/jbrese/v41y1998i2p153-159.html
   My bibliography  Save this item

Service consumption criticality in failure recovery

Citations

Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
as


Cited by:

  1. repec:cup:judgdm:v:12:y:2017:i:2:p:183-197 is not listed on IDEAS
  2. Surachartkumtonkun, Jiraporn & Patterson, Paul G. & McColl-Kennedy, Janet R., 2013. "Customer Rage Back-Story: Linking Needs-Based Cognitive Appraisal to Service Failure Type," Journal of Retailing, Elsevier, vol. 89(1), pages 72-87.
  3. Jie Ren & Kaiwen Su & Yihui Zhou & Yilei Hou & Yali Wen, 2022. "Why Return? Birdwatching Tourists’ Revisit Intentions Based on Structural Equation Modelling," Sustainability, MDPI, vol. 14(21), pages 1-17, November.
  4. McQuilken, Lisa, 2010. "The influence of failure severity and employee effort on service recovery in a service guarantee context," Australasian marketing journal, Elsevier, vol. 18(4), pages 214-221.
  5. Wang, Yi-Shun & Wu, Shun-Cheng & Lin, Hsin-Hui & Wang, Yu-Yin, 2011. "The relationship of service failure severity, service recovery justice and perceived switching costs with customer loyalty in the context of e-tailing," International Journal of Information Management, Elsevier, vol. 31(4), pages 350-359.
  6. Katja Gelbrich & Holger Roschk, 2011. "Do complainants appreciate overcompensation? A meta-analysis on the effect of simple compensation vs. overcompensation on post-complaint satisfaction," Marketing Letters, Springer, vol. 22(1), pages 31-47, March.
  7. Heejung Ro, 2014. "Complaint, patience, and neglect: responses to a dissatisfying service experience," Service Business, Springer;Pan-Pacific Business Association, vol. 8(2), pages 197-216, June.
  8. Dominik Gutt, 2018. "In the Eye of the Beholder? Empirically Decomposing Different Economic Implications of the Online Rating Variance," Working Papers Dissertations 40, Paderborn University, Faculty of Business Administration and Economics.
  9. 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.
  10. Bambauer-Sachse, Silke & Rabeson, Landisoa, 2015. "Determining adequate tangible compensation in service recovery processes for developed and developing countries: The role of severity and responsibility," Journal of Retailing and Consumer Services, Elsevier, vol. 22(C), pages 117-127.
  11. Shahriar Shamsul Huq Bin & Islam Mahbub Ul & Khan Md. Fayjullah & Arafat Sayed & Rahman Saifur, 2019. "A First-Mover Lost Market Opportunity: a Case Study," Marketing – from Information to Decision Journal, Sciendo, vol. 2(1), pages 40-49, June.
  12. Mateus Nagel & Cristiane Pizzutti dos Santos, 2017. "The Relationship Between Satisfaction with Complaint Handling and Repurchase Intentions: Detecting Moderating Influences in E-Tail," Brazilian Business Review, Fucape Business School, vol. 14(5), pages 510-527, September.
  13. Wolter, Jeremy S. & Bacile, Todd J. & Smith, Jeffery S. & Giebelhausen, Michael, 2019. "The entitlement/forgiveness conflict of self-relevant and self-neutral relationships during service failure and recovery," Journal of Business Research, Elsevier, vol. 104(C), pages 233-246.
  14. Hong-Sheng Chang & Han-Liang Hsiao, 2008. "Examining the casual relationship among service recovery, perceived justice, perceived risk, and customer value in the hotel industry," The Service Industries Journal, Taylor & Francis Journals, vol. 28(4), pages 513-528, May.
  15. Ching-I Teng & Angela Chen & Hao-Yuan Chang & Ching-Wen Fu, 2014. "Service failure, time pressure, and conscientiousness of service providers: the dual processing model perspective," Service Business, Springer;Pan-Pacific Business Association, vol. 8(4), pages 659-677, December.
  16. Tessa Haesevoets & Alain Van Hiel & Mario Pandelaere & Dries H. Bostyn & David De Cremer, 2017. "How much compensation is too much? An investigation of the effectiveness of financial overcompensation as a means to enhance customer loyalty," Judgment and Decision Making, Society for Judgment and Decision Making, vol. 12(2), pages 183-197, March.
  17. Desmet, Pieter T.M. & Cremer, David De & Dijk, Eric van, 2011. "In money we trust? The use of financial compensations to repair trust in the aftermath of distributive harm," Organizational Behavior and Human Decision Processes, Elsevier, vol. 114(2), pages 75-86, March.
  18. Hart O. Awa & Ojiabo Ukoha & Ogwo E. Ogwo, 2016. "Correlates of justice encounter in service recovery and word-of-mouth publicity," Cogent Business & Management, Taylor & Francis Journals, vol. 3(1), pages 1179613-117, December.
  19. Harris, Katherine E. & Grewal, Dhruv & Mohr, Lois A. & Bernhardt, Kenneth L., 2006. "Consumer responses to service recovery strategies: The moderating role of online versus offline environment," Journal of Business Research, Elsevier, vol. 59(4), pages 425-431, April.
  20. Chen, I-Shuo, 2016. "A combined MCDM model based on DEMATEL and ANP for the selection of airline service quality improvement criteria: A study based on the Taiwanese airline industry," Journal of Air Transport Management, Elsevier, vol. 57(C), pages 7-18.
  21. Weber, Karin & Sparks, Beverley, 2004. "Consumer attributions and behavioral responses to service failures in strategic airline alliance settings," Journal of Air Transport Management, Elsevier, vol. 10(5), pages 361-367.
  22. Goudarzi, Kiane & Borges, Adilson & Chebat, Jean Charles, 2013. "Should retailers pay to bring customers back? The impact of quick response and coupons on purchase outcomes," Journal of Business Research, Elsevier, vol. 66(5), pages 665-669.
  23. Harrison-Walker, L. Jean, 2019. "The critical role of customer forgiveness in successful service recovery," Journal of Business Research, Elsevier, vol. 95(C), pages 376-391.
  24. Sourav Bikash Borah & Srinivas Prakhya & Amalesh Sharma, 2020. "Leveraging service recovery strategies to reduce customer churn in an emerging market," Journal of the Academy of Marketing Science, Springer, vol. 48(5), pages 848-868, September.
  25. Jafarzadeh, Hamed & Tafti, Mahdi & Intezari, Ali & Sohrabi, Babak, 2021. "All's well that ends well: Effective recovery from failures during the delivery phase of e-retailing process," Journal of Retailing and Consumer Services, Elsevier, vol. 62(C).
  26. Wang, Kai-Yu & Liang, Minli & Peracchio, Laura A., 2011. "Strategies to offset dissatisfactory product performance: The role of post-purchase marketing," Journal of Business Research, Elsevier, vol. 64(8), pages 809-815, August.
  27. Sands, Sean & Campbell, Colin & Shedd, Lois & Ferraro, Carla & Mavrommatis, Alexis, 2020. "How small service failures drive customer defection: Introducing the concept of microfailures," Business Horizons, Elsevier, vol. 63(4), pages 573-584.
  28. Chen, Jianyu & Gong, Xiushuang & Ren, Rui, 2023. "Active or avoidance coping? Influencing mechanisms of streamers' coping strategies on viewers’ word of mouth after livestreaming e-commerce failures," Journal of Retailing and Consumer Services, Elsevier, vol. 72(C).
  29. Baliga, Ashwin J. & Chawla, Vaibhav & Sunder M, Vijaya & Ganesh, L.S. & Sivakumaran, Bharadhwaj, 2021. "Service Failure and Recovery in B2B Markets – A Morphological Analysis," Journal of Business Research, Elsevier, vol. 131(C), pages 763-781.
  30. A. Parasuraman, 2006. "—Modeling Opportunities in Service Recovery and Customer-Managed Interactions," Marketing Science, INFORMS, vol. 25(6), pages 590-593, 11-12.
  31. Shadman, F. & Sadeghipour, S. & Moghavvemi, M. & Saidur, R., 2016. "Drought and energy security in key ASEAN countries," Renewable and Sustainable Energy Reviews, Elsevier, vol. 53(C), pages 50-58.
  32. Watson, Stevie, 2012. "Consumer responses to service situations: Tests for main and interaction effects," Journal of Retailing and Consumer Services, Elsevier, vol. 19(3), pages 287-296.
  33. Wendy K. T. Gubler & Matthew W. McCarter & Kristie K. W. Seawright & Yuli Zhang, 2008. "Service Recovery in Transition Economies: Russia and China," Managing Global Transitions, University of Primorska, Faculty of Management Koper, vol. 6(1), pages 23-51.
  34. Pieter Desmet & David Cremer & Eric Dijk, 2010. "On the Psychology of Financial Compensations to Restore Fairness Transgressions: When Intentions Determine Value," Journal of Business Ethics, Springer, vol. 95(1), pages 105-115, September.
IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.