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The impact of firm reputation and failure severity on customers' responses to service failures

https://doi.org/10.1108/08876040810889157
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What this work says

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

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inferredcites →https://doi.org/10.2307/1251975openalex-snapshot
Reputation Management as a Motivation for Sales Structure Decisions
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inferredcites →https://doi.org/10.2307/1252129openalex-snapshot
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inferredcites →https://doi.org/10.2307/3152082openalex-snapshot
A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery
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What points at this work

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

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inferred← citeshttps://doi.org/10.1108/17515631111106849openalex-snapshot
The impact of firm reputation on customers’ responses to service failure: the role of failure attributions
inferred← citeshttps://doi.org/10.1108/17566691211269558openalex-snapshot
Teleological approaches from complexity sciences in services
inferred← citeshttps://doi.org/10.1108/apjml-01-2026-0246openalex-snapshot
Prevention is better than cure? Investigating the effect of preventive recovery strategies by service robots on customer misbehavior
inferred← citeshttps://doi.org/10.1108/apjml-09-2024-1335openalex-snapshot
Talking the talk: how AI voice assistants’ apology styles shape consumer satisfaction in service recovery
inferred← citeshttps://doi.org/10.1108/ejm-01-2011-0031openalex-snapshot
Service employee clusters in banking
inferred← citeshttps://doi.org/10.1108/ejm-01-2016-0014openalex-snapshot
Whose fault is it?
inferred← citeshttps://doi.org/10.1108/ijbm-04-2020-0191openalex-snapshot
Customer reactions to bank hypocrisy: the moderating role of customer–company identification and brand equity
inferred← citeshttps://doi.org/10.1108/ijbm-10-2014-0136openalex-snapshot
Service excellence in UK retail banking: customers’ perspectives of the important antecedents
inferred← citeshttps://doi.org/10.1108/ijchm-02-2023-0250openalex-snapshot
Social cognition of humanoid robots on customer tolerance of service failure
inferred← citeshttps://doi.org/10.1108/ijoa-05-2022-3260openalex-snapshot
The temporal dynamics of attribute-based firm reputation: examining short-term and long-term reputation and regulation in the U.S. automobile industry
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/ijqrm-04-2021-0116openalex-snapshot
How to offer good service? A study on behavior of consumer expectations over time in educational service
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/ijrdm-04-2023-0266openalex-snapshot
Presenting products on websites – the importance of information quality criteria for online shoppers
inferred← citeshttps://doi.org/10.1108/ijrdm-11-2022-0429openalex-snapshot
Product information failures on websites and their impact on mobile shopping behaviour
inferred← citeshttps://doi.org/10.1108/ijsms-01-2019-0011openalex-snapshot
The impact of CSR-linked sport sponsorship on consumers’ reactions to service failures
inferred← citeshttps://doi.org/10.1108/imds-09-2014-0265openalex-snapshot
How travel agency reputation creates recommendation behavior
inferred← citeshttps://doi.org/10.1108/jcm-08-2022-5550openalex-snapshot
CSR-authenticity and conciliation after service failure: the role of apology and compensation
inferred← citeshttps://doi.org/10.1108/jhti-09-2025-1058openalex-snapshot
Investigating the outcomes of sustainability market orientation in small restaurants
inferred← citeshttps://doi.org/10.1108/jibr-07-2017-0109openalex-snapshot
Understanding psychological contract violation and its consequences on mobile shopping applications use in a developing country context
inferred← citeshttps://doi.org/10.1108/jima-04-2020-0109openalex-snapshot
Managing corporate brand behavioural integrity: a case of alleged violation of Halal certification
inferred← citeshttps://doi.org/10.1108/jima-10-2015-0081openalex-snapshot
Halal violation episode: does severity and trust recovery impact negative consumption behavior?
inferred← citeshttps://doi.org/10.1108/josm-07-2017-0165openalex-snapshot
Brand advocacy in the frontline: how does it affect customer satisfaction?
inferred← citeshttps://doi.org/10.1108/jpbm-02-2020-2741openalex-snapshot
The effects of brand equity and failure severity on remedy choice after a product recall
inferred← citeshttps://doi.org/10.1108/jpbm-03-2019-2293openalex-snapshot
Role of brand attachment in customers’ evaluation of service failure
inferred← citeshttps://doi.org/10.1108/jpbm-04-2018-1843openalex-snapshot
Webcare’s effect on constructive and vindictive complainants
inferred← citeshttps://doi.org/10.1108/jsm-01-2015-0010openalex-snapshot
Attribution of success and failure in intercultural service encounters: the moderating role of personal cultural orientations
inferred← citeshttps://doi.org/10.1108/jsm-01-2015-0036openalex-snapshot
Social media communication strategies
inferred← citeshttps://doi.org/10.1108/jsm-01-2023-0025openalex-snapshot
Service mega-disruptions: a conceptual model and research agenda
inferred← citeshttps://doi.org/10.1108/jsm-03-2018-0096openalex-snapshot
“My bad”: investigating service failure effects in self-service and full-service settings
inferred← citeshttps://doi.org/10.1108/jsm-05-2014-0155openalex-snapshot
Service recovery for moderate and high involvement services
inferred← citeshttps://doi.org/10.1108/jsm-05-2020-0191openalex-snapshot
Consumers with vulnerabilities: in-store satisfaction of visually impaired and legally blind
inferred← citeshttps://doi.org/10.1108/jsm-10-2025-0780openalex-snapshot
Unpacking complaint contagion in social networks: the moderating roles of network prominence and customer dependence
inferred← citeshttps://doi.org/10.1108/jsm-11-2023-0415openalex-snapshot
I can’t get satisfaction: examining the moderating role of service brand authenticity in the relationship of imperfect experiences and satisfaction
inferred← citeshttps://doi.org/10.1108/jsm-11-2023-0441openalex-snapshot
Comparing human and synthetic data in service research: using augmented language models to study service failures and recoveries
inferred← citeshttps://doi.org/10.1108/jsm-12-2012-0266openalex-snapshot
Examining the role of attribution and intercultural competence in intercultural service encounters
inferred← citeshttps://doi.org/10.1108/jstp-01-2018-0013openalex-snapshot
Does online service failure matter to offline customer loyalty in the integrated multi-channel context? The moderating effect of brand strength
inferred← citeshttps://doi.org/10.1108/jstp-03-2025-0099openalex-snapshot
Robot service failure: interaction effect of robot language style and customers’ sense of humor on service failure recovery
inferred← citeshttps://doi.org/10.1108/jstp-05-2025-0176openalex-snapshot
Restoring trust: gratitude vs. apology in healthcare service recovery
inferred← citeshttps://doi.org/10.1108/jstp-07-2017-0105openalex-snapshot
Activating multiple roles of customer-firm relationships in service failures
inferred← citeshttps://doi.org/10.1108/k-01-2019-0071openalex-snapshot
Buffering the service failure-induced effect of anger on revenge
inferred← citeshttps://doi.org/10.1108/mip-08-2021-0253openalex-snapshot
Matching explanations with regulatory focus
inferred← citeshttps://doi.org/10.1108/prog-02-2014-0014openalex-snapshot
A structural model of information privacy concerns toward hospital websites
inferred← citeshttps://doi.org/10.1108/srj-08-2014-0118openalex-snapshot
An examination of linkages between CSR and cross-buying
inferred← citeshttps://doi.org/10.1108/tr-08-2015-0037openalex-snapshot
The impacts of customers’ observed severity and agreement on hotel booking intentions: moderating role of webcare and mediating role of trust in negative online reviews
inferred← citeshttps://doi.org/10.1111/emre.12309openalex-snapshot
An Empirical Examination of Organisational Trust Recovery: Influences and Implications
inferred← citeshttps://doi.org/10.1111/j.1365-2648.2010.05315.xopenalex-snapshot
Parents, spouses, and children of hospitalized patients: evaluation of nursing care
inferred← citeshttps://doi.org/10.1111/jems.12443openalex-snapshot
Private labels and product quality under asymmetric information
inferred← citeshttps://doi.org/10.1111/poms.13604openalex-snapshot
Marketing's and Operations' Roles in Product Recall Prevention: Antecedents and Consequences
inferred← citeshttps://doi.org/10.11113/jt.v64.2257openalex-snapshot
Influence of Online Shopping Behavior Factors on E-Satisfaction of Customer
inferred← citeshttps://doi.org/10.1177/0047287520974443openalex-snapshot
Beyond a Single Firm and Internal Focus Service Failure/Recovery: Multiple Providers and External Service Recoveries
inferred← citeshttps://doi.org/10.1177/1094670510365357openalex-snapshot
Impact of Service Failure: The Protective Layer of Customer Relationships
inferred← citeshttps://doi.org/10.1177/1094670514538321openalex-snapshot
A Meta-Analysis of Relationships Linking Service Failure Attributions to Customer Outcomes
inferred← citeshttps://doi.org/10.1177/1094670515584146openalex-snapshot
Corporate Image
inferred← citeshttps://doi.org/10.1177/10946705231195008openalex-snapshot
The Role of Customer Relationship Vulnerability in Service Recovery
inferred← citeshttps://doi.org/10.1177/1096348012442541openalex-snapshot
Who Chose this Restaurant Anyway? The Effect of Responsibility for Choice, Guarantees, and Failure Stability on Customer Complaining
inferred← citeshttps://doi.org/10.12725/ujbm.57.3openalex-snapshot
Impulsive buying during Flash Sales on ECommerce sites and the Ramification of Flash Sales on Shopping
inferred← citeshttps://doi.org/10.15659/ppad.14.3.937203openalex-snapshot
OLUMSUZ DUYGULARIN VE KURUMSAL İTIBARIN BANKA MÜŞTERİLERİNİN ALTERNATİF ŞİKÂYET DAVRANIŞLARI ÜZERINDEKİ ETKİLERİ
inferred← citeshttps://doi.org/10.15728/bbr.2016.13.1.1openalex-snapshot
Antecedents to Customer Retention in a Corporate Context
inferred← citeshttps://doi.org/10.15728/bbr.2017.14.5.4openalex-snapshot
The Relationship Between Satisfaction with Complaint Handling and Repurchase Intentions: Detecting Moderating Influences in E-Tail
inferred← citeshttps://doi.org/10.16980/jitc.10.5.201410.655openalex-snapshot
The study on the moderating effect of authenticity and ATC (Attitude Toward Complaining) in equity perception following service failure condition
inferred← citeshttps://doi.org/10.17261/pressacademia.2022.1536openalex-snapshot
Key themes in brand reputation research: a bibliometric analysis with VoSviewer software
inferred← citeshttps://doi.org/10.17576/pengurusan-2023-67-14openalex-snapshot
Pengaruh Atribusi Kegagalan Perkhidmatan Penerbangan Terhadap Niat Penerbangan dengan Syarikat Penerbangan
inferred← citeshttps://doi.org/10.19026/rjaset.5.5057openalex-snapshot
Perceived Justice's Influence on Post-Purchase Intentions and Post-Recovery Satisfaction in Online Purchasing: the Moderating Role of Firm Reputation in Iran
inferred← citeshttps://doi.org/10.20879/kjjcs.2018.62.5.009openalex-snapshot
Why Psychological Distance and Responsibility Attribution Matter in Corporate Crisis Communication?
inferred← citeshttps://doi.org/10.21002/seam.v13i2.11348openalex-snapshot
Perceived Severity of Halal Violation: CSR and Consumer Boycott
inferred← citeshttps://doi.org/10.21480/tjrm.20.1.200906.003openalex-snapshot
A Study on the Classification of Hazardous Area Based on Risk Assessment
inferred← citeshttps://doi.org/10.21608/acj.2021.170262openalex-snapshot
أثر خصائص المتجر الإلکترونی على السلوک الشرائی الإلکترونی: تحلیل الدور الوسیط للقیمة المدرکة ورضا العمیل لعینة من المشترین من على صفحات الفیس بوک
inferred← citeshttps://doi.org/10.21608/jaauth.2016.53962openalex-snapshot
Assessing service failure recovery strategies and its impacts upon service quality offered: management perspective in local Fast food restaurants
inferred← citeshttps://doi.org/10.22567/rep.v8i2.580openalex-snapshot
Prevenção de falhas em serviços bancários
inferred← citeshttps://doi.org/10.24251/hicss.2018.189openalex-snapshot
The Impact of Service Failure Controllability and Relationship Strength on Post-Complaint Consumer Behavior - An Empirical Analysis
inferred← citeshttps://doi.org/10.24382/1064openalex-snapshot
AN EVALUATION OF ONLINE SERVICE FAILURES AND RECOVERY STRATEGIES IN THE UK FASHION INDUSTRY
inferred← citeshttps://doi.org/10.2514/1.c031426openalex-snapshot
Air Traffic Control Service Quality Perceptions of Domestic Airline Pilots in Turkey
inferred← citeshttps://doi.org/10.25275/apjabssv4i1bus19openalex-snapshot
NEW PRODUCT DEVELOPMENT FAILURE IN OSM MALAYSIA
inferred← citeshttps://doi.org/10.2991/aebmr.k.210507.014openalex-snapshot
The Effects of Perception of Ease, Experience, Company’s Reputation, and Cost Effectiveness on Repurchase Intention Among Online-Food-Delivery (OFD) Consumers in Jakarta
inferred← citeshttps://doi.org/10.30798/makuiibf.1218889openalex-snapshot
KONAKLAMA İŞLETMELERİNDE HİZMET TELAFİSİ, TEKRAR SATIN ALMA VE POZİTİF AĞIZDAN AĞIZA İLETİŞİM ÜZERİNDE MÜŞTERİ ATIFLARININ ETKİSİ
inferred← citeshttps://doi.org/10.30845/aijcr.v10n3p3openalex-snapshot
A Comprehensive Research on Empowerment and Service Recovery Performance at Five-Star Hotels in Jordan
inferred← citeshttps://doi.org/10.31014/aior.1992.02.04.159openalex-snapshot
Brand Equity and Service Innovation in Mexican Small Firms
inferred← citeshttps://doi.org/10.32731/smq.341.032025.02openalex-snapshot
Get Your Tickets Here: An Examination of How Reputation and Pricing Strategies of Ticket Sellers Affect Consumers' Willingness to Purchase Sport Tickets
inferred← citeshttps://doi.org/10.33476/j.e.b.a.v5i2.1660openalex-snapshot
Role Of Trusting Beliefs In Predicting Online Purchase Intentions
inferred← citeshttps://doi.org/10.33545/26179210.2025.v8.i1.497openalex-snapshot
Factors influencing purchase intention on a new e-commerce platforms: The case of Ecom SIU (ecom.siu.edu.vn)
inferred← citeshttps://doi.org/10.3389/fpsyg.2022.914024openalex-snapshot
Approach with initiative or hold on passively? The impact of customer-perceived dependence on customer forgiveness in service failure
inferred← citeshttps://doi.org/10.3390/jtaer21070215openalex-snapshot
From Service Touchpoint to Governance Interface: Anthropomorphic AI, Complaint Severity, and Trust in C2C Platform Complaint Handling
inferred← citeshttps://doi.org/10.3390/su12155930openalex-snapshot
The Relationship between Sustainable Development Practices and Financial Performance: A Case Study of Textile Firms in Vietnam
inferred← citeshttps://doi.org/10.3390/su12176999openalex-snapshot
Does Service Recovery Really Work? The Multilevel Effects of Online Service Recovery Based on Brand Perception
inferred← citeshttps://doi.org/10.3390/su14052525openalex-snapshot
Effective and Ineffective Service Recovery Recipes in the Peer-to-Peer (P2P) Sharing-Service Model: Using the Fuzzy-Set Qualitative Comparative Analysis (fsQCA) Approach
inferred← citeshttps://doi.org/10.36345/kacst.2012.30.1.002openalex-snapshot
The Impacts of Hospital Image and Service Relationship on Customer Response in a Service Failure Situation
inferred← citeshttps://doi.org/10.37741/t.70.2.8openalex-snapshot
Airline Service Failure
inferred← citeshttps://doi.org/10.3917/qdm.237.0049openalex-snapshot
Innovations sociales et capital-marque : l’hybridation des concepts est-elle possible ?
inferred← citeshttps://doi.org/10.4018/978-1-4666-0077-5.ch005openalex-snapshot
A Theoretical and Empirical Investigation into Service Failure and Service Recovery in the Restaurant Industry
inferred← citeshttps://doi.org/10.4018/jcrmm.2013070101openalex-snapshot
CRM Scale Development and Validation in Indian Telecom Sector
inferred← citeshttps://doi.org/10.4102/sajems.v17i3.689openalex-snapshot
The influence of “buffering” variables on clients’ willingness to engage in dysfunctional behavior after a service failure
inferred← citeshttps://doi.org/10.5204/thesis.eprints.242761openalex-snapshot
Chatbot as a service recovery agent: The role of chatbot disclosure on perceived justice, customer forgiveness and negative word-of-mouth
inferred← citeshttps://doi.org/10.53846/goediss-7941openalex-snapshot
When Friends Give Bad Advice
inferred← citeshttps://doi.org/10.5539/ibr.v11n8p122openalex-snapshot
Predictors of Branding and the Role of Warranty on Consumer Choice
inferred← citeshttps://doi.org/10.5539/ibr.v13n7p56openalex-snapshot
How Can Service Failures Be Recovered? Start with Star Ratings, Personnel Rank, and Failure Severity
inferred← citeshttps://doi.org/10.5539/ijbm.v10n7p99openalex-snapshot
Service Recovery Based on Perceived Justice: A Study on Locus Attribution
inferred← citeshttps://doi.org/10.5539/ijms.v8n1p161openalex-snapshot
Understanding the Impact of the Brand Experience on Brand Reputation by the Moderating Role of Technology Turbulence
inferred← citeshttps://doi.org/10.5585/2025.28776openalex-snapshot
¿Es mejor cambiar de consejo que permanecer en el error? la relación entre experiencias negativas y expectativas del consumidor
inferred← citeshttps://doi.org/10.56734/ijbms.v4n10a3openalex-snapshot
Measuring the Psychometric Properties of the Customers' Experience with Banking Electronic Services During the COVID-19 Pandemic
inferred← citeshttps://doi.org/10.5897/ajbm10.1444openalex-snapshot
The effects of perceived justice in service recovery on firm reputation and repurchase intention in airline industry
inferred← citeshttps://doi.org/10.70675/2768681ez45dcz45adz84cfz48457e160972openalex-snapshot
Seeking redress from third parties : the roles of the mediator in the service recovery process
inferred← citeshttps://doi.org/10.70675/f45a3306z8e8fz4413zbc38zfd7c8b87a8eeopenalex-snapshot
Réclamations publiques : contribution à l’étude des motivations des clients et des stratégies d’incitation au changement d’avis
inferred← citeshttps://doi.org/10.7176/ejbm/13-8-01openalex-snapshot
Repurchase Intention Among Ghanaian Online Consumers: Perceived Shopping Value Approach
inferred← citeshttps://doi.org/10.9734/bjesbs/2014/11312openalex-snapshot
The Mediating Effects of School Reputation and School Image on the Relationship between Quality of Teaching Staff and Student Satisfaction in Higher Education in Hong Kong
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