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External equity, loyalty program membership, and service recovery

https://doi.org/10.1108/08876041011040640
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What this work says

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

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Electronic word-of-mouth via consumer-opinion platforms: What motivates consumers to articulate themselves on the Internet?
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Customer perceptions of justice in service transactions: the effects of strong and weak ties
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Customer complaint situations: An equity theory perspective
inferredcites →https://doi.org/10.1016/0030-5073(68)90017-2openalex-snapshot
Preferences among forms of equity
inferredcites →https://doi.org/10.1016/0148-2963(92)90014-3openalex-snapshot
Consumer responses to service failures: Influence of procedural and interactional fairness perceptions
inferredcites →https://doi.org/10.1016/0167-4870(93)90001-2openalex-snapshot
The structure and determinants of consumer complaint intentions and behavior
inferredcites →https://doi.org/10.1016/s0022-4359(03)00009-5openalex-snapshot
A cross-cultural study of switching barriers and propensity to stay with service providers
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Service failure and recovery: impact, attributes and process
inferredcites →https://doi.org/10.1016/s1067-5671(95)04025-0openalex-snapshot
Service failure and recovery: Impact, attributes and process
inferredcites →https://doi.org/10.1016/s1067-5671(96)05041-xopenalex-snapshot
The antecedents of brand switching, brand loyalty and verbal responses to service failure
inferredcites →https://doi.org/10.1016/s1067-5671(96)05054-8openalex-snapshot
The antecedents of brand switching, brand loyalty and verbal responses to service failure
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Towards an understanding of inequity.
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Equity and Disconfirmation Perceptions as Influences on Merchant and Product Satisfaction
inferredcites →https://doi.org/10.1086/323732openalex-snapshot
On the Use of College Students in Social Science Research: Insights from a Second-Order Meta-analysis
inferredcites →https://doi.org/10.1108/07363760610713000openalex-snapshot
Customer loyalty programs: are they fair to consumers?
inferredcites →https://doi.org/10.1108/09564239710166245openalex-snapshot
An experimental study of service recovery options
inferredcites →https://doi.org/10.1108/eum0000000005657openalex-snapshot
E‐complaining: a content analysis of an Internet complaint forum
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Equity, Equality, and Need: What Determines Which Value Will Be Used as the Basis of Distributive Justice?
inferredcites →https://doi.org/10.1177/002224378702400401openalex-snapshot
Defensive Marketing Strategy by Customer Complaint Management: A Theoretical Analysis
inferredcites →https://doi.org/10.1177/002224379903600305openalex-snapshot
A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery
inferredcites →https://doi.org/10.1177/0092070398262002openalex-snapshot
Relational Benefits in Services Industries: The Customer's Perspective
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/10.1177/076737010101600104openalex-snapshot
Un cadre conceptuel d'analyse du comportement de réclamation
inferredcites →https://doi.org/10.1177/109467050031005openalex-snapshot
The Impact of Empowerment on Customer Contact Employees’ Roles in Service Organizations
inferredcites →https://doi.org/10.1177/109467050032002openalex-snapshot
An Empirical Investigation of Customer Satisfaction after Service Failure and Recovery
inferredcites →https://doi.org/10.1177/109467050141004openalex-snapshot
From Disgust to Delight
inferredcites →https://doi.org/10.1177/109467050142002openalex-snapshot
The Impact of Relationship Type on Customer Loyalty in a Context of Service Failures
inferredcites →https://doi.org/10.1177/1094670502238917openalex-snapshot
Organizational Responses to Customer Complaints: What Works and What Doesn’t
inferredcites →https://doi.org/10.1177/1094670502238918openalex-snapshot
Application of Fairness Theory to Service Failures and Service Recovery
inferredcites →https://doi.org/10.1177/1094670503257038openalex-snapshot
Has Revenue Management become Acceptable?
inferredcites →https://doi.org/10.1177/1094670503260132openalex-snapshot
Consumer-to-Consumer Conversations in Service Settings
inferredcites →https://doi.org/10.1177/1094670503262947openalex-snapshot
Service Recovery and Fairness Perceptions in Collectivist and Individualist Contexts
inferredcites →https://doi.org/10.1177/1094670505276684openalex-snapshot
Postswitching Negative Word of Mouth
inferredcites →https://doi.org/10.1177/1094670506295848openalex-snapshot
The Moderating Role of Familiarity in Fairness Perceptions of Revenue Management Pricing
inferredcites →https://doi.org/10.1177/109467059800100106openalex-snapshot
An Experimental Investigation of Customer Reactions to Service Failure and Recovery Encounters
inferredcites →https://doi.org/10.1287/mksc.1050.0139openalex-snapshot
Marketing Models of Service and Relationships
inferredcites →https://doi.org/10.1509/jmkg.68.1.1.24036openalex-snapshot
Evolving to a New Dominant Logic for Marketing
inferredcites →https://doi.org/10.1509/jmkg.68.1.109.24030openalex-snapshot
Return on Marketing: Using Customer Equity to Focus Marketing Strategy
inferredcites →https://doi.org/10.1509/jmkg.71.1.67openalex-snapshot
A Longitudinal Analysis of Customer Satisfaction and Share of Wallet: Investigating the Moderating Effect of Customer Characteristics
inferredcites →https://doi.org/10.2307/1251411openalex-snapshot
Consumer Perceptions of Interpersonal Equity and Satisfaction in Transactions: A Field Survey Approach
inferredcites →https://doi.org/10.2307/1252074openalex-snapshot
Customer Switching Behavior in Service Industries: An Exploratory Study
inferredcites →https://doi.org/10.2307/1252161openalex-snapshot
Customer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing
inferredcites →https://doi.org/10.2307/1252174openalex-snapshot
The Service Encounter: Diagnosing Favorable and Unfavorable Incidents
inferredcites →https://doi.org/10.2307/2393257openalex-snapshot
Cultures and Organizations: Software of the Mind.
inferredcites →https://doi.org/10.2307/256723openalex-snapshot
CUSTOMER PERCEPTIONS OF CORPORATE RESPONSES TO PRODUCT COMPLAINTS: THE ROLE OF EXPLANATIONS.
inferredcites →https://doi.org/10.2307/3151255openalex-snapshot
An Application of Equity Theory to Buyer-Seller Exchange Situations
inferredcites →https://doi.org/10.2307/3152082openalex-snapshot
A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery
inferredcites →https://doi.org/10.2307/3340786openalex-snapshot
Distributive Justice: A Social-Psychological Perspective
inferredcites →https://doi.org/10.4135/9781452225777openalex-snapshot
Organizational Justice and Human Resource Management
inferredcites →https://doi.org/10.5465/amr.1987.4306437openalex-snapshot
A Taxonomy of Organizational Justice Theories
inferredcites →https://doi.org/10.7193/dm.037.67.75openalex-snapshot
La méthode des scénarios : une méthode qualitative innovante pour le marketing. Application au comportement éthique du vendeur en B to B

What points at this work

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

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Does the nature of the relationship really matter? An analysis of the roles of loyalty and involvement in service recovery processes
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WITHDRAWN: Analysis of the moderating role of the gender variable in service recovery processes
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