On the public citation graph

The impact of perceived justice on consumers' emotional responses to service complaint experiences

https://doi.org/10.1108/08876040510609880
0 signed · 349 inferred · view as graph

Inferred edges come from two machine sources: sweeps of open repository metadata (mostly SSRN and Zenodo), and a bulk OpenAlex citation snapshot. Every row below is labelled with the one it came from. Neither is a complete citation index — absence here is not evidence of absence.

Is this your work? Sign in with ORCID and put your name on the claims that are yours.
Claim with ORCID
Reference health. See whether every reference in this work resolves to a known work and none has been retracted — and get a dated CiteStamped badge you can embed.
See reference health

What this work says

Outgoing claims: the papers this work cites, builds on, or argues with.

inferredcites →https://doi.org/10.1002/(sici)1520-6793(200007)17:7<587::aid-mar2>3.0.co;2-3openalex-snapshot
The role of preconsumption affect in postpurchase evaluation of services
inferredcites →https://doi.org/10.1007/bf02334688openalex-snapshot
Procedural fairness and organizational commitment under conditions of growth and decline
inferredcites →https://doi.org/10.1016/0022-4359(93)90016-copenalex-snapshot
A typology of retail failures and recoveries
inferredcites →https://doi.org/10.1016/b978-0-12-299580-4.50010-0openalex-snapshot
Perceiving Justice: An Attributional Perspective
inferredcites →https://doi.org/10.1016/c2013-0-10762-3openalex-snapshot
Equity and Justice in Social Behavior
inferredcites →https://doi.org/10.1016/s0022-4359(02)00100-8openalex-snapshot
Modeling customer perceptions of complaint handling over time: the effects of perceived justice on satisfaction and intent
inferredcites →https://doi.org/10.1016/s0022-4359(97)90003-8openalex-snapshot
The effects of distributive, procedural, and interactional justice on postcomplaint behavior
inferredcites →https://doi.org/10.1016/s0065-2601(08)60108-2openalex-snapshot
Inequity In Social Exchange
inferredcites →https://doi.org/10.1016/s0065-2601(08)60415-3openalex-snapshot
Positive Affect, Cognitive Processes, and Social Behavior
inferredcites →https://doi.org/10.1016/s0148-2963(00)00120-xopenalex-snapshot
Justice strategy options for increased customer satisfaction in a services recovery setting
inferredcites →https://doi.org/10.1016/s0148-2963(99)00068-5openalex-snapshot
Justice perceptions of complaint-handling: a cross-cultural comparison between PRC and Canadian customers
inferredcites →https://doi.org/10.1017/cbo9780511571299openalex-snapshot
The Cognitive Structure of Emotions
inferredcites →https://doi.org/10.1037//0022-3514.48.1.150openalex-snapshot
If it changes it must be a process: Study of emotion and coping during three stages of a college examination.
inferredcites →https://doi.org/10.1037//0022-3514.54.6.1063openalex-snapshot
Development and validation of brief measures of positive and negative affect: The PANAS scales.
inferredcites →https://doi.org/10.1037/0021-9010.79.5.691openalex-snapshot
Effects of procedural and distributive justice on reactions to a selection system.
inferredcites →https://doi.org/10.1037/0021-9010.84.5.786openalex-snapshot
Effects of justice conditions on discrete emotions.
inferredcites →https://doi.org/10.1037/0022-3514.48.4.813openalex-snapshot
Patterns of cognitive appraisal in emotion.
inferredcites →https://doi.org/10.1037/0022-3514.54.6.1063openalex-snapshot
Development and validation of brief measures of positive and negative affect: The PANAS scales.
inferredcites →https://doi.org/10.1037/h0036622openalex-snapshot
Reactions to confirmations and disconfirmations of expectancies of equity and inequity.
inferredcites →https://doi.org/10.1037/h0036886openalex-snapshot
Comment on Lane and Messe's confusing clarification of equity theory.
inferredcites →https://doi.org/10.1080/00223989909599732openalex-snapshot
The Effects of Distributive and Procedural Justice on Performance
inferredcites →https://doi.org/10.1080/026999499377529openalex-snapshot
Patterns of Emotional Responses and Behavioural Consequences of Dissatisfaction
inferredcites →https://doi.org/10.1086/208516openalex-snapshot
Mood States and Consumer Behavior: A Critical Review
inferredcites →https://doi.org/10.1086/209243openalex-snapshot
The Dimensionality of Consumption Emotion Patterns and Consumer Satisfaction
inferredcites →https://doi.org/10.1086/209563openalex-snapshot
Heart and Mind in Conflict: the Interplay of Affect and Cognition in Consumer Decision Making
inferredcites →https://doi.org/10.1093/oso/9780195069945.001.0001openalex-snapshot
Emotion And Adaptation
inferredcites →https://doi.org/10.1108/02652320710772970openalex-snapshot
Explaining satisfaction in double deviation scenarios: the effects of anger and distributive justice
inferredcites →https://doi.org/10.1108/03090560010311939openalex-snapshot
Perceived justice needs and recovery evaluation: a contingency approach
inferredcites →https://doi.org/10.1108/09564239710166272openalex-snapshot
Emotions in service satisfaction
inferredcites →https://doi.org/10.1108/jsm-08-2012-0147openalex-snapshot
Emotional antecedents and outcomes of service recovery
inferredcites →https://doi.org/10.1177/001391657400600205openalex-snapshot
A Verbal Measure of Information Rate for Studies in Environmental Psychology
inferredcites →https://doi.org/10.1177/002224378702400302openalex-snapshot
Product/Consumption-Based Affective Responses and Postpurchase Processes
inferredcites →https://doi.org/10.1177/002224378702400401openalex-snapshot
Defensive Marketing Strategy by Customer Complaint Management: A Theoretical Analysis
inferredcites →https://doi.org/10.1177/0092070397254002openalex-snapshot
A Study of the Relationships between Cognitive Appraisals and Consumption Emotions
inferredcites →https://doi.org/10.1177/0092070399272005openalex-snapshot
The Role of Emotions in Marketing
inferredcites →https://doi.org/10.1177/0146167298247009openalex-snapshot
The Role of Injustice in the Elicitation of Differential Emotional Reactions
inferredcites →https://doi.org/10.1177/0146167299025007010openalex-snapshot
Satisfaction Judgments in Positive and Negative Moods: Effects of Concurrent Assimilation and Contrast Producing Processes
inferredcites →https://doi.org/10.1177/03079450094298openalex-snapshot
The Effect of Customers' Emotional Responses to Service Failures on Their Recovery Effort Evaluations and Satisfaction Judgments
inferredcites →https://doi.org/10.1177/109467059800100106openalex-snapshot
An Experimental Investigation of Customer Reactions to Service Failure and Recovery Encounters
inferredcites →https://doi.org/10.1177/109467059914004openalex-snapshot
What Drives Customer Loyalty with Complaint Resolution?
inferredcites →https://doi.org/10.1207/s15327906mbr2603_1openalex-snapshot
The Structure and Intensity of Emotional Experiences: Method and Context Convergence
inferredcites →https://doi.org/10.1300/j026v14n01_05openalex-snapshot
Affective Responses Towards Service Providers:
inferredcites →https://doi.org/10.1300/j054v07n03_02openalex-snapshot
Customer Evaluations of Service Complaint Experiences in the Public Sector
inferredcites →https://doi.org/10.2307/1251932openalex-snapshot
What to Tell Consumers in Waits of Different Lengths: An Integrative Model of Service Evaluation
inferredcites →https://doi.org/10.2307/1252161openalex-snapshot
Customer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing
inferredcites →https://doi.org/10.2307/2344428openalex-snapshot
Multivariate Data Analysis.
inferredcites →https://doi.org/10.2307/2786770openalex-snapshot
The Relation Between Inequity and Emotions in Close Relationships
inferredcites →https://doi.org/10.2307/3152082openalex-snapshot
A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery
inferredcites →https://doi.org/10.4135/9781452231327.n19openalex-snapshot
Service Recovery: Research Insights and Practices
inferredcites →https://doi.org/10.5860/choice.47-6963openalex-snapshot
Satisfaction: a behavioral perspective on the consumer

What points at this work

Incoming claims: where this work appears in other papers’ reference lists and arguments.

inferred← citeshttps://doi.org/10.2139/ssrn.1003371openalex-extracted
Drivers and Barriers to Management Accounting Change
inferred← citeshttps://doi.org/10.1002/cb.1391openalex-snapshot
Service recovery following dysfunctional consumer participation
inferred← citeshttps://doi.org/10.1002/cb.229openalex-snapshot
Consumer sophistication and the role of emotion on satisfaction judgments within credence services
inferred← citeshttps://doi.org/10.1002/cb.246openalex-snapshot
The role of cognition and affect in the formation of customer satisfaction judgements concerning service recovery encounters
inferred← citeshttps://doi.org/10.1002/jtr.874openalex-snapshot
Dining Occasions, Service Failures and Customer Complaint Behaviours: an Empirical Assessment
inferred← citeshttps://doi.org/10.1002/mar.21751openalex-snapshot
Perceived unfairness increases desire for unique products: The role of need for social status
inferred← citeshttps://doi.org/10.1002/mar.21864openalex-snapshot
Mapping the service recovery research landscape: A bibliometric‐based systematic review
inferred← citeshttps://doi.org/10.1002/smj.743openalex-snapshot
Stakeholders, reciprocity, and firm performance
inferred← citeshttps://doi.org/10.1007/978-3-030-94444-5_8openalex-snapshot
Managing Service Failure and Recovery and Online Brand Communities
inferred← citeshttps://doi.org/10.1007/978-3-031-59535-6_28openalex-snapshot
Unveiling Negative Dimensions of Customer-Brand Relationships in Tourism: A Bibliometric Analysis
inferred← citeshttps://doi.org/10.1007/978-3-031-84613-7_9openalex-snapshot
Managing Service Failure and Recovery and Online Brand Communities
inferred← citeshttps://doi.org/10.1007/978-3-031-86673-9_14openalex-snapshot
Commerce and Police
inferred← citeshttps://doi.org/10.1007/978-3-319-13440-6_8openalex-snapshot
Customer Responses to Service Failure and Recovery Experiences
inferred← citeshttps://doi.org/10.1007/978-3-7091-0503-0_40openalex-snapshot
Online Customer Reviews Used as Complaint Management Tool
inferred← citeshttps://doi.org/10.1007/978-3-8349-6618-6_15openalex-snapshot
Feedbackmanagement
inferred← citeshttps://doi.org/10.1007/978-3-8349-9936-8_3openalex-snapshot
Erkenntnisse aus der angewandten Wissenschaft zur Kündigung von Kundenbeziehungen
inferred← citeshttps://doi.org/10.1007/s10551-018-3992-1openalex-snapshot
Prosocial Compensation Following a Service Failure: Fulfilling an Organization’s Ethical and Philanthropic Responsibilities
inferred← citeshttps://doi.org/10.1007/s10551-021-04804-5openalex-snapshot
Employees’ Negative Megaphoning in Response to Organizational Injustice: The Mediating Role of Employee–Organization Relationship and Negative Affect
inferred← citeshttps://doi.org/10.1007/s10660-024-09842-5openalex-snapshot
Examining how online store managers’ responses to negative reviews affect potential shoppers
inferred← citeshttps://doi.org/10.1007/s10660-026-10151-2openalex-snapshot
Antecedents and consequences of negative emotions on online platforms: The dark side of co-creation behavior
inferred← citeshttps://doi.org/10.1007/s10799-017-0280-1openalex-snapshot
Cyberloafing in the workplace: mitigation tactics and their impact on individuals’ behavior
inferred← citeshttps://doi.org/10.1007/s11002-007-9018-xopenalex-snapshot
Quality of past performance: Impact on consumers’ responses to service failure
inferred← citeshttps://doi.org/10.1007/s11002-021-09611-6openalex-snapshot
Money for Nothing: The Impact of Compensation on Customers’ Bad-Mouthing in Service Recovery Encounters
inferred← citeshttps://doi.org/10.1007/s11628-023-00524-0openalex-snapshot
Are customer star ratings and sentiments aligned? A deep learning study of the customer service experience in tourism destinations
inferred← citeshttps://doi.org/10.1007/s11846-014-0135-7openalex-snapshot
An empirical study of the role of failure severity in service recovery evaluation in the context of the airline industry
inferred← citeshttps://doi.org/10.1007/s12208-014-0120-5openalex-snapshot
An investigation of effects of justice recovery dimensions on students’ satisfaction with service recovery in higher education environment
inferred← citeshttps://doi.org/10.1007/s12927-011-0004-8openalex-snapshot
Service recovery: Literature review and research issues
inferred← citeshttps://doi.org/10.1016/b978-0-08-045080-3.50015-9openalex-snapshot
Experiential consumption: Affect — emotions — hedonism
inferred← citeshttps://doi.org/10.1016/j.annals.2013.10.005openalex-snapshot
The role of hedonism in ethical tourism
inferred← citeshttps://doi.org/10.1016/j.annals.2019.06.008openalex-snapshot
Benefits of authenticity: Post-failure loyalty in the sharing economy
inferred← citeshttps://doi.org/10.1016/j.annals.2025.103977openalex-snapshot
Synthetic tourist experience
inferred← citeshttps://doi.org/10.1016/j.ausmj.2009.10.003openalex-snapshot
Heart versus Mind: The Functions of Emotional and Cognitive Loyalty
inferred← citeshttps://doi.org/10.1016/j.ausmj.2014.08.010openalex-snapshot
Just What the Doctor Ordered? Investigating the Impact of Health Service Quality on Consumer Misbehaviour
inferred← citeshttps://doi.org/10.1016/j.dss.2019.113130openalex-snapshot
Opportunity gone in a flash: Measurement of e-commerce service failure and justice with recovery as a source of e-loyalty
inferred← citeshttps://doi.org/10.1016/j.emj.2016.06.010openalex-snapshot
Pre-recovery emotions and satisfaction: A moderated mediation model of service recovery and reputation in the banking sector
inferred← citeshttps://doi.org/10.1016/j.ijhm.2008.10.008openalex-snapshot
Perceptions of Chinese restaurants in the U.S.: What affects customer satisfaction and behavioral intentions?
inferred← citeshttps://doi.org/10.1016/j.ijhm.2012.12.001openalex-snapshot
Service encounters and face loss: Issues of failures, fairness, and context
inferred← citeshttps://doi.org/10.1016/j.ijhm.2018.03.017openalex-snapshot
Predicting overall customer satisfaction: Big data evidence from hotel online textual reviews
inferred← citeshttps://doi.org/10.1016/j.ijinfomgt.2011.09.001openalex-snapshot
Satisfaction and post-purchase intentions with service recovery of online shopping websites: Perspectives on perceived justice and emotions
inferred← citeshttps://doi.org/10.1016/j.im.2023.103794openalex-snapshot
Emotion-regulatory chatbots for enhancing consumer servicing: An interpersonal emotion management approach
inferred← citeshttps://doi.org/10.1016/j.indmarman.2019.06.003openalex-snapshot
The role of sales team intragroup conflict on critical job outcomes
inferred← citeshttps://doi.org/10.1016/j.intmar.2020.02.002openalex-snapshot
“Don't Forget that Others Are Watching, Too!” The Effect of Conversational Human Voice and Reply Length on Observers’ Perceptions of Complaint Handling in Social Media
inferred← citeshttps://doi.org/10.1016/j.jbusres.2007.09.008openalex-snapshot
Reaching the boiling point: Consumers' negative affective reactions to firm-attributed service failures
inferred← citeshttps://doi.org/10.1016/j.jbusres.2008.09.015openalex-snapshot
Satisfaction with service recovery: Perceived justice and emotional responses
inferred← citeshttps://doi.org/10.1016/j.jbusres.2012.02.042openalex-snapshot
Should retailers pay to bring customers back? The impact of quick response and coupons on purchase outcomes
inferred← citeshttps://doi.org/10.1016/j.jbusres.2015.10.079openalex-snapshot
Easy to please or hard to impress: Elucidating consumers' innate satisfaction
inferred← citeshttps://doi.org/10.1016/j.jbusres.2015.10.112openalex-snapshot
Successful loyalty in e-complaints: FsQCA and structural equation modeling analyses
inferred← citeshttps://doi.org/10.1016/j.jbusres.2016.03.027openalex-snapshot
An asymmetric configural model approach for understanding complainer emotions and loyalty
inferred← citeshttps://doi.org/10.1016/j.jbusres.2016.10.031openalex-snapshot
Impacts of product type and representation type on the perception of justice and price fairness
inferred← citeshttps://doi.org/10.1016/j.jbusres.2019.07.010openalex-snapshot
A multi-method study of social ties and crowdfunding success: Opening the black box to get the cash inside
inferred← citeshttps://doi.org/10.1016/j.jbusres.2020.08.043openalex-snapshot
Intellectual structure of consumer complaining behavior (CCB) research: A bibliometric analysis
inferred← citeshttps://doi.org/10.1016/j.jbusres.2020.12.035openalex-snapshot
Longer waiting, more cancellation? Empirical evidence from an on-demand service platform
inferred← citeshttps://doi.org/10.1016/j.jbusres.2024.114730openalex-snapshot
Human or AI robot? Who is fairer on the service organizational frontline
inferred← citeshttps://doi.org/10.1016/j.jhtm.2013.05.004openalex-snapshot
Effects of co-worker support and customer cooperation on service employee attitudes and behaviour: Empirical evidence from the airline industry
inferred← citeshttps://doi.org/10.1016/j.jhtm.2023.03.018openalex-snapshot
Can a smile help healing service failures? The interplay of employee emotions, guest emotions and justice perceptions for successful service recoveries in the hospitality industry
inferred← citeshttps://doi.org/10.1016/j.jlp.2011.03.004openalex-snapshot
Risk analysis and assessment methodologies in the work sites: On a review, classification and comparative study of the scientific literature of the period 2000–2009
inferred← citeshttps://doi.org/10.1016/j.jretai.2012.06.001openalex-snapshot
Customer Rage Back-Story: Linking Needs-Based Cognitive Appraisal to Service Failure Type
inferred← citeshttps://doi.org/10.1016/j.jretconser.2012.11.003openalex-snapshot
WITHDRAWN: Analysis of the moderating role of the gender variable in service recovery processes
inferred← citeshttps://doi.org/10.1016/j.jretconser.2012.11.008openalex-snapshot
Analysis of the moderating role of the gender variable in service recovery processes
inferred← citeshttps://doi.org/10.1016/j.jretconser.2015.01.003openalex-snapshot
Co-creation of service recovery: Utilitarian and hedonic value and post-recovery responses
inferred← citeshttps://doi.org/10.1016/j.jretconser.2016.03.016openalex-snapshot
Understanding effects of co-creation on cognitive, affective and behavioral evaluations in service recovery: An ethnocultural analysis
inferred← citeshttps://doi.org/10.1016/j.jretconser.2016.10.004openalex-snapshot
Understanding the antecedents of consumers' attitudes towards doggy bags in restaurants: Concern about food waste, culture, norms and emotions
inferred← citeshttps://doi.org/10.1016/j.jretconser.2019.05.004openalex-snapshot
Effects of perceived justice of fair trade organizations on consumers’ purchase intention toward fair trade products
inferred← citeshttps://doi.org/10.1016/j.jretconser.2020.102050openalex-snapshot
It takes two to interact – Service orientation, negative emotions and customer phubbing in retail service work
inferred← citeshttps://doi.org/10.1016/j.jretconser.2023.103368openalex-snapshot
Emotion and trust in virtual service assistant design for effective service recovery
inferred← citeshttps://doi.org/10.1016/j.reimke.2014.06.003openalex-snapshot
Variación en la percepción de justicia como resultado de la comparación con otro consumidor en un contexto de recuperación del servicio. Aplicación a las compañías aéreas
inferred← citeshttps://doi.org/10.1016/j.sbspro.2012.02.055openalex-snapshot
Evaluation of International Student Satisfaction using Fuzzy Importance-Performance Analysis
inferred← citeshttps://doi.org/10.1016/j.sbspro.2014.04.050openalex-snapshot
‘My Problem Solved, That's All !!’: A Phenomenological Approach to Consumer Complaint Redressal in Malaysia
inferred← citeshttps://doi.org/10.1016/j.scitotenv.2019.02.137openalex-snapshot
Investigation of non-community stakeholders regarding community engagement and environmental malodour
inferred← citeshttps://doi.org/10.1016/j.tele.2016.02.001openalex-snapshot
Handling online service recovery: Effects of perceived justice on online games
inferred← citeshttps://doi.org/10.1016/j.tourman.2011.01.016openalex-snapshot
Effects of dissatisfaction in tourist services: The role of anger and regret
inferred← citeshttps://doi.org/10.1016/j.tourman.2024.104927openalex-snapshot
“Give me an upgrade or I will give you a bad review!” Investigating customer threats in the hospitality industry
inferred← citeshttps://doi.org/10.1016/j.tourman.2025.105243openalex-snapshot
Do managerial responses influence traveller retention?
inferred← citeshttps://doi.org/10.1016/s0123-5923(09)70091-9openalex-snapshot
LA ACTITUD DEL CONSUMIDOR SEGÚN LA PERCEPCIÓN DE JUSTICIA ORGANIZACIONAL
inferred← citeshttps://doi.org/10.1016/s1138-1442(14)60026-7openalex-snapshot
EL PAPEL DE LA EXPERIENCIA PREVIA Y LA JUSTICIA INTERPERSONAL EN EL SISTEMA DE RECUPERACIÓN DEL SERVICIO TRAS UN FALLO
inferred← citeshttps://doi.org/10.1016/s1138-5758(09)70050-7openalex-snapshot
La sensibilidad del vendedor a la reclamación del cliente y su efecto sobre los comportamientos postqueja
inferred← citeshttps://doi.org/10.1016/s1746-9791(07)03006-4openalex-snapshot
Chapter 6 The Intentional Use of Service Recovery Strategies to Influence Consumer Emotion, Cognition and Behavior
inferred← citeshttps://doi.org/10.1017/s1833367200003199openalex-snapshot
Customer retaliation at the employee–customer interface
inferred← citeshttps://doi.org/10.1057/fsm.2010.2openalex-snapshot
The effects of customer age and recovery strategies in a service failure setting
inferred← citeshttps://doi.org/10.1057/s41262-025-00380-5openalex-snapshot
From service failure to brand loyalty: evidence of service recovery paradox
inferred← citeshttps://doi.org/10.1080/0144929x.2016.1196503openalex-snapshot
How does justice matter in online retailers’ reputation and purchase intentions: an empirical study of China
inferred← citeshttps://doi.org/10.1080/02642060801917612openalex-snapshot
The influence of emotions on customer's cognitive evaluations and satisfaction in a service failure and recovery context
inferred← citeshttps://doi.org/10.1080/02642060902793524openalex-snapshot
Explaining consumer complaining behaviour in double deviation scenarios: the banking services
inferred← citeshttps://doi.org/10.1080/02642069.2010.511187openalex-snapshot
Service recovery, satisfaction and behaviour intentions: analysis of compensation and social comparison communication strategies
inferred← citeshttps://doi.org/10.1080/02642069.2011.529438openalex-snapshot
The role of customer affection and trust in loyalty rebuilding after service failure and recovery
inferred← citeshttps://doi.org/10.1080/02642069.2011.575130openalex-snapshot
Balancing the scales: recovering from service failures depends on the psychological distance of consumers
inferred← citeshttps://doi.org/10.1080/02642069.2016.1219722openalex-snapshot
Achieving favourable customer outcomes through employee deviance
inferred← citeshttps://doi.org/10.1080/02642069.2018.1441829openalex-snapshot
Improving relationship quality during the crisis
inferred← citeshttps://doi.org/10.1080/0267257x.2011.615335openalex-snapshot
Complaints-handling processes and organisational benefits: An ISO 10002-based investigation
inferred← citeshttps://doi.org/10.1080/0267257x.2014.988283openalex-snapshot
All Anglos are alike? A study of whinging Poms and bloody-minded Aussies
inferred← citeshttps://doi.org/10.1080/0267257x.2020.1736604openalex-snapshot
When gamification backfires: the impact of perceived justice on online community contributions
inferred← citeshttps://doi.org/10.1080/07421222.2015.1138375openalex-snapshot
Influence of Firm’s Recovery Endeavors upon Privacy Breach on Online Customer Behavior
inferred← citeshttps://doi.org/10.1080/09585192.2015.1020445openalex-snapshot
Positive psychological capital and emotional labor in Korea: the job demands-resources approach
inferred← citeshttps://doi.org/10.1080/10447318.2025.2508915openalex-snapshot
From Seconds to Sentiments: Differential Effects of Chatbot Response Latency on Customer Evaluations
inferred← citeshttps://doi.org/10.1080/1051712x.2017.1345261openalex-snapshot
Salespeople, Fairness, and Buyer Satisfaction: What about Emotions?
inferred← citeshttps://doi.org/10.1080/10548408.2013.835228openalex-snapshot
Service Fairness, Consumption Emotions, Satisfaction, and Behavioral Intentions: The Experience of Chinese Heritage Tourists
inferred← citeshttps://doi.org/10.1080/10548408.2014.892466openalex-snapshot
Understanding the Relationship of Service Fairness, Emotions, Trust, and Tourist Behavioral Intentions at a City Destination in China
inferred← citeshttps://doi.org/10.1080/10548408.2014.948656openalex-snapshot
The Role of Airline Travelers’ Pre-Recovery Emotions during the Service Recovery Process
inferred← citeshttps://doi.org/10.1080/10548408.2015.1008668openalex-snapshot
The Impact of Perceived Service Fairness and Quality on the Behavioral Intentions of Chinese Hotel Guests: the Mediating Role of Consumption Emotions
inferred← citeshttps://doi.org/10.1080/10548408.2017.1297278openalex-snapshot
Justice motivation and place image influences on volunteer tourism: perceptions, responses, and deliberations
inferred← citeshttps://doi.org/10.1080/10548408.2025.2511657openalex-snapshot
When justice matters: reflections of negative tourist-to-tourist interactions in five-star hotels
inferred← citeshttps://doi.org/10.1080/10599231.2016.1129264openalex-snapshot
What Men and Women Really Want: Differences in Gender-Based Evaluations of Service Recovery Efforts
inferred← citeshttps://doi.org/10.1080/10686967.2023.2171324openalex-snapshot
Determinants of customer satisfaction in a B2B IT context – A structural equation modeling approach
inferred← citeshttps://doi.org/10.1080/10696679.2017.1345596openalex-snapshot
Altruistic Punishment: A Consumer Response to Service Failure
inferred← citeshttps://doi.org/10.1080/10941665.2014.889028openalex-snapshot
Relationships of Perceived Justice to Service Recovery, Service Failure Attributions, Recovery Satisfaction, and Loyalty in the Context of Airline Travelers
inferred← citeshttps://doi.org/10.1080/10941665.2014.951663openalex-snapshot
The Determinants of Customers' Behavioral Intentions after Service Failure: The Role of Emotions
inferred← citeshttps://doi.org/10.1080/10978526.2016.1251822openalex-snapshot
An Exploration of Frequent Service Failures in the Brazilian Airline Industry
inferred← citeshttps://doi.org/10.1080/13683500.2013.801407openalex-snapshot
Influence of perceived service fairness on relationship quality and switching intention: an empirical study of restaurant experiences
inferred← citeshttps://doi.org/10.1080/13683500.2014.898618openalex-snapshot
Does travellers’ casual attribution affect pre-recovery emotions and behavioural intentions? A field study of airline travellers in Malaysia
inferred← citeshttps://doi.org/10.1080/13683500.2022.2030680openalex-snapshot
Testing the relationship between value co-creation, perceived justice and guests’ enjoyment
inferred← citeshttps://doi.org/10.1080/13683500.2023.2280145openalex-snapshot
The dynamics of perceived justice and its outcomes in the online tourism sector: inter-relationships and temporal and carryover effects
inferred← citeshttps://doi.org/10.1080/14783363.2017.1302326openalex-snapshot
Impact of service error type on negative emotion and negative consumer response
inferred← citeshttps://doi.org/10.1080/14783363.2017.1369351openalex-snapshot
Does service recovery affect satisfaction and loyalty? An empirical study of medical device suppliers
inferred← citeshttps://doi.org/10.1080/15022250.2012.724923openalex-snapshot
The Relationship of Service Failure Attributions, Service Recovery Justice and Recovery Satisfaction in the Context of Airlines
inferred← citeshttps://doi.org/10.1080/15022250.2015.1067643openalex-snapshot
Making It Right the Third Time? Pursuing Satisfaction and Loyalty in a Double Service Recovery
inferred← citeshttps://doi.org/10.1080/15022250.2015.1132178openalex-snapshot
Balancing learning and adaptive curves in service encounters to manage critical incidents
inferred← citeshttps://doi.org/10.1080/15256480.2022.2092249openalex-snapshot
Sources of Value co-creation, co-destruction and co-recovery at Airbnb in the Context of the COVID-19 Pandemic
inferred← citeshttps://doi.org/10.1080/1528008x.2025.2554066openalex-snapshot
The Impact of Customers’ Perceived Justice, Trust, and Satisfaction with Service Recovery on Restaurant Revisit Intention
inferred← citeshttps://doi.org/10.1080/15332667.2025.2536924openalex-snapshot
Is Dissolution the Solution? A Customer Relationship Reactivation Model
inferred← citeshttps://doi.org/10.1080/15332969.2015.1046773openalex-snapshot
Antecedents and Consequences of Discrete Emotions in Hedonic Consumption Situations
inferred← citeshttps://doi.org/10.1080/15378020.2025.2581406openalex-snapshot
Do customers tolerate employee incivility resulting from supervisor incivility? The role of managerial reprimand and explanation
inferred← citeshttps://doi.org/10.1080/17512786.2024.2411624openalex-snapshot
The Impact of Headline Characteristics on Clicks: A Case Study of a Chinese Local Medium
inferred← citeshttps://doi.org/10.1080/17517575.2021.1943761openalex-snapshot
Understanding the role of webcare in the online buying service recovery context
inferred← citeshttps://doi.org/10.1080/19368623.2013.766580openalex-snapshot
Emotion Regulation at Service Encounters: Coping with the Behavior of Other Customers
inferred← citeshttps://doi.org/10.1080/19368623.2016.1149537openalex-snapshot
Rectifying Failure of Service: How Customer Perceptions of Justice Affect Their Emotional Response and Social Media Testimonial
inferred← citeshttps://doi.org/10.1080/19368623.2018.1385434openalex-snapshot
Customers’ perceived justice, emotions, direct and indirect reactions to service recovery: Moderating effects of recovery efforts
inferred← citeshttps://doi.org/10.1080/19368623.2019.1544958openalex-snapshot
Can online service recovery interventions benignly alter customers’ negative review evaluations? Evidence from the hotel industry
inferred← citeshttps://doi.org/10.1108/02652320710754033openalex-snapshot
Relational benefits and customer satisfaction in retail banking
inferred← citeshttps://doi.org/10.1108/02652320710772970openalex-snapshot
Explaining satisfaction in double deviation scenarios: the effects of anger and distributive justice
inferred← citeshttps://doi.org/10.1108/02652321011018305openalex-snapshot
Explaining customer satisfaction with complaint handling
inferred← citeshttps://doi.org/10.1108/02652321111101365openalex-snapshot
The harmful consequences of failed recoveries in the banking industry
inferred← citeshttps://doi.org/10.1108/03090561311306994openalex-snapshot
An integrated service recovery system (ISRS)
inferred← citeshttps://doi.org/10.1108/07363761011086335openalex-snapshot
An experimental investigation of the role of face in service failure and recovery encounters
inferred← citeshttps://doi.org/10.1108/08876040910985889openalex-snapshot
Developing a deeper understanding of the attributes of effective customer contact employees in personal complaint‐handling encounters
inferred← citeshttps://doi.org/10.1108/08876041111161014openalex-snapshot
The consumer anger phenomena: causes and consequences
inferred← citeshttps://doi.org/10.1108/08876041211215275openalex-snapshot
The role of cause and affect in service failure
inferred← citeshttps://doi.org/10.1108/08876041211224013openalex-snapshot
Customer creation of service products: role of frustration in customer evaluations
inferred← citeshttps://doi.org/10.1108/09564231111136872openalex-snapshot
Characterising the concept of service experience
inferred← citeshttps://doi.org/10.1108/09596111011066635openalex-snapshot
The relationship between consumer complaining behavior and service recovery
inferred← citeshttps://doi.org/10.1108/09596111311310991openalex-snapshot
Examine the cognitive and affective antecedents to service recovery satisfaction
inferred← citeshttps://doi.org/10.1108/09604520710735209openalex-snapshot
Applying the TOC five‐step focusing process in the service sector
inferred← citeshttps://doi.org/10.1108/09604521011011612openalex-snapshot
A DIP‐construct of perceived justice in negative service encounters and complaint handling in the Norwegian tourism industry
inferred← citeshttps://doi.org/10.1108/09604521211198083openalex-snapshot
The joint effects of compensation frames and price levels on service recovery of online pricing error
inferred← citeshttps://doi.org/10.1108/09604521211287561openalex-snapshot
Pre‐recovery and post‐recovery emotions in the service context: a preliminary study
inferred← citeshttps://doi.org/10.1108/10444061011063180openalex-snapshot
Conflict‐handling style measurement: a best‐worst scaling application
inferred← citeshttps://doi.org/10.1108/13555850910997599openalex-snapshot
An empirical model of international student satisfaction
inferred← citeshttps://doi.org/10.1108/13555851211278349openalex-snapshot
Chinese students' complaining behavior: hearing the silence
inferred← citeshttps://doi.org/10.1108/13590791211220430openalex-snapshot
Consumer attitudes toward false representation
inferred← citeshttps://doi.org/10.1108/20408741211264585openalex-snapshot
Customer satisfaction antecedents within service recovery context
inferred← citeshttps://doi.org/10.1108/978-1-83549-272-720241003openalex-snapshot
Does Effective Handling of Negative E-Word of Mouth on Social Media Influence Customers' Behavioral Intentions in the Context of Online Travel Agencies
inferred← citeshttps://doi.org/10.1108/apjba-09-2021-0462openalex-snapshot
Other customers' service failure and recovery encounters: a qualitative exploration
inferred← citeshttps://doi.org/10.1108/bij-07-2019-0323openalex-snapshot
Examining the relationship between e-service recovery quality and e-service recovery satisfaction moderated by perceived justice in the banking context
inferred← citeshttps://doi.org/10.1108/bpmj-12-2024-1247openalex-snapshot
The role of perceived justice and emotions in service recovery process: insights from the banking sector
inferred← citeshttps://doi.org/10.1108/ebr-11-2015-0134openalex-snapshot
The effect of CSR on consumer behavioral responses after service failure and recovery
inferred← citeshttps://doi.org/10.1108/ejm-01-2014-0061openalex-snapshot
Unpacking the perceived opportunity to misbehave
inferred← citeshttps://doi.org/10.1108/ejm-09-2021-0679openalex-snapshot
The impact of emotional labor strategy order effects on customer satisfaction within service episodes
inferred← citeshttps://doi.org/10.1108/ejmbe-02-2023-0056openalex-snapshot
The importance of social comparison in perceived justice during the service recovery process
inferred← citeshttps://doi.org/10.1108/ejmbe-04-2019-0063openalex-snapshot
Anthropomorphized vs objectified brands: which brand version is more loved?
inferred← citeshttps://doi.org/10.1108/ijchm-05-2013-0205openalex-snapshot
New aspects of research to assess and manage critical incidents in service encounters
inferred← citeshttps://doi.org/10.1108/ijchm-06-2013-0265openalex-snapshot
What may lead you to recommend and revisit a hotel after a service failure instead of complaining?
inferred← citeshttps://doi.org/10.1108/ijchm-06-2017-0355openalex-snapshot
The influence of perceived service fairness on brand trust, brand experience and brand citizenship behavior
inferred← citeshttps://doi.org/10.1108/ijcma-04-2025-0121openalex-snapshot
The hidden toll of unfair workplaces: examining the mediating role of workplace loneliness
inferred← citeshttps://doi.org/10.1108/ijcma-10-2016-0084openalex-snapshot
Perceived justice, emotions, and behavioral intentions in the Taiwanese food and beverage industry
inferred← citeshttps://doi.org/10.1108/ijefm-11-2020-0066openalex-snapshot
The event experiences of attendees with food allergies, intolerances and coeliac disease: risk loaded value-creation/destruction
inferred← citeshttps://doi.org/10.1108/ijphm-03-2013-0009openalex-snapshot
An international and comparative study of perceived justice in Mexican, Puerto Rican and Spanish hospitals
inferred← citeshttps://doi.org/10.1108/ijqss-01-2025-0028openalex-snapshot
The effects of perceived justice toward service recovery on electronic word of mouth of four- and five-star hotels in Thailand
inferred← citeshttps://doi.org/10.1108/ijqss-03-2016-0018openalex-snapshot
Understanding negative emotions in services through teleological actions
inferred← citeshttps://doi.org/10.1108/ijqss-04-2013-0021openalex-snapshot
Perceived justice in South African airline and hospital industries: measurement model
inferred← citeshttps://doi.org/10.1108/jeim-10-2022-0372openalex-snapshot
Functional or financial remedies? The effectiveness of recovery strategies after a data breach
inferred← citeshttps://doi.org/10.1108/jima-06-2021-0178openalex-snapshot
The conflict of halal and hedonism, investigating halal-sensitive tourists’ hedonic tendency
inferred← citeshttps://doi.org/10.1108/josm-12-2015-0407openalex-snapshot
An analysis of the interaction effect between employee technical and emotional competencies in emotionally charged service encounters
inferred← citeshttps://doi.org/10.1108/jrim-04-2020-0090openalex-snapshot
Why should you respond to customer complaints on a personal level? The silent observer's perspective
inferred← citeshttps://doi.org/10.1108/jrim-06-2022-0186openalex-snapshot
How emotions impact the interactive value formation process during problematic social media interactions
inferred← citeshttps://doi.org/10.1108/jsm-01-2017-0003openalex-snapshot
Coping with the ambivalent emotions of guilt and pride in the service context
inferred← citeshttps://doi.org/10.1108/jsm-02-2016-0079openalex-snapshot
#IHateYourBrand: adaptive service recovery strategies on Twitter
inferred← citeshttps://doi.org/10.1108/jsm-04-2017-0126openalex-snapshot
Timing and compensation strategies in service recovery
inferred← citeshttps://doi.org/10.1108/jsm-04-2018-0124openalex-snapshot
The effect of consumer emotions on outcome behaviors following service failure
inferred← citeshttps://doi.org/10.1108/jsm-04-2023-0152openalex-snapshot
Presence: consumers’ different reactions to service and manufacturing firms with low CSR in social conduct
inferred← citeshttps://doi.org/10.1108/jsm-06-2012-0097openalex-snapshot
Alleviating the negative impact of delayed recovery: process- versus outcome-focused explanations
inferred← citeshttps://doi.org/10.1108/jsm-07-2012-0118openalex-snapshot
The moderating roles of organizational justice on the relationship between emotional exhaustion and organizational loyalty in airline services
inferred← citeshttps://doi.org/10.1108/jsm-07-2017-0237openalex-snapshot
The role of employee emotional competence in service recovery encounters
inferred← citeshttps://doi.org/10.1108/jsm-08-2012-0147openalex-snapshot
Emotional antecedents and outcomes of service recovery
inferred← citeshttps://doi.org/10.1108/jsm-08-2024-0428openalex-snapshot
Witnessing justice in action: how emotions, moral identity and commitment shape third-party reactions to service recovery
inferred← citeshttps://doi.org/10.1108/jsm-09-2013-0244openalex-snapshot
The effects of anticipatory emotions on service satisfaction and behavioral intention
inferred← citeshttps://doi.org/10.1108/jsm-12-2019-0487openalex-snapshot
Difficulty is a possibility: turning service recovery into e-WOM
inferred← citeshttps://doi.org/10.1108/jstp-04-2014-0073openalex-snapshot
Why didn’t it work out? The effects of attributions on the efficacy of recovery strategies
inferred← citeshttps://doi.org/10.1108/jstp-05-2016-0094openalex-snapshot
The doer effect of failure and recovery in multi-agent cases: service supply chain perspective
inferred← citeshttps://doi.org/10.1108/jstp-10-2019-0224openalex-snapshot
The impact of termination severity on customers' emotional, attitudinal and behavioral reactions
inferred← citeshttps://doi.org/10.1108/jstp-10-2024-0363openalex-snapshot
How do you handle double-deviation complaints on social media? The role of double service recovery strategies
inferred← citeshttps://doi.org/10.1108/jstp-12-2013-0296openalex-snapshot
Guilt no longer a sin: the effect of guilt in the service recovery paradox
inferred← citeshttps://doi.org/10.1108/sjme-07-2021-0143openalex-snapshot
Effectiveness of offline and online rewards in restoring satisfaction and trust
inferred← citeshttps://doi.org/10.1108/sjme-07-2021-0146openalex-snapshot
Influence of emotions displayed by employees during service recovery
inferred← citeshttps://doi.org/10.1108/tr-12-2018-0176openalex-snapshot
Sources of value co-destruction: Uber customer perspectives
inferred← citeshttps://doi.org/10.1109/icsssm.2007.4280116openalex-snapshot
Consumption Emotions and its Influence on Customer Behavior in the Context of Health Care Service An Empirical Study in Clinical Hospitals in China
inferred← citeshttps://doi.org/10.1109/picmet.2009.5261785openalex-snapshot
Leveraging technology to diminish hostility in service recovery
inferred← citeshttps://doi.org/10.1109/soli.2010.5551610openalex-snapshot
Citizen Relationship Management: The influence of justice perceptions and service recovery satisfaction on trust in government: An empirical investigation of Malaysian local authorities
inferred← citeshttps://doi.org/10.1111/1468-5973.12345openalex-snapshot
Exploring the influence of stakeholder personality on crisis response evaluations and outcomes
inferred← citeshttps://doi.org/10.1111/ijcs.12836openalex-snapshot
The Burden of Double Deviation in Services: A Systematic Review and Research Agenda
inferred← citeshttps://doi.org/10.1111/ijcs.12939openalex-snapshot
What drives customer engagement after a service failure? The moderating role of customer trust
inferred← citeshttps://doi.org/10.1111/ijcs.12974openalex-snapshot
Service failure and service recovery: A hybrid review and research agenda
showing the first 200 of 299
Editorial review for independent work. ICSAC — the Institute for Complexity Science and Advanced Computing — runs a structured editorial panel for researchers publishing outside journals, and publishes on CiteStamp rails. Submission is free and goes through ORCID: icsacinstitute.org/submit.