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An experimental study of service recovery options
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What this work says
Outgoing claims: the papers this work cites, builds on, or argues with.
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An assessment of the relationship between service quality and customer satisfaction in the formation of consumers' purchase intentions
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Prescriptions for a service quality revolution in America
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Consumer responses to service failures: Influence of procedural and interactional fairness perceptions
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On problem perception, dissatisfaction and brand loyalty
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The structure and determinants of consumer complaint intentions and behavior
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Service failure and recovery: impact, attributes and process
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Service failure and recovery: Impact, attributes and process
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The moderating impact of sex on the equity-satisfaction relationship: A field study.
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The Multiple Dimensions of Role Ambiguity and Their Impact Upon Psychological and Behavioral Outcomes of Industrial Salespeople
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Post-Purchase Consumer Processes and the Complaining Consumer
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Handling Consumer Complaint Information: Why and How?
inferredcites →https://doi.org/10.1108/03090569010140516openalex-snapshot
Identifying Consumer Dissatisfaction Response Styles: An Agenda for Future Research
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An exploratory investigation of consumer decision making in the service sector
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CONSUMER COMPLAINT HANDLING AS A STRATEGIC MARKETING TOOL
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Gaining a Financial Foothold Through Public Warehousing
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Consumer Evaluations of Responses to Complaints: What’s Fair and Why
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Dynamics of Complaint Management in the Service Organization
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Consumer Complaint Intentions and Behavior: Definitional and Taxonomical Issues
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Measuring Service Quality: A Reexamination and Extension
inferredcites →https://doi.org/10.1177/002224299405800110openalex-snapshot
SERVPERF versus SERVQUAL: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality
inferredcites →https://doi.org/10.1177/002224299405800205openalex-snapshot
Waiting for Service: The Relationship between Delays and Evaluations of Service
inferredcites →https://doi.org/10.1177/002224378302000406openalex-snapshot
A Longitudinal Assessment of Consumer Satisfaction/Dissatisfaction: The Dynamic Aspect of the Cognitive Process
inferredcites →https://doi.org/10.1177/002224378702400401openalex-snapshot
Defensive Marketing Strategy by Customer Complaint Management: A Theoretical Analysis
inferredcites →https://doi.org/10.1177/009207038701500303openalex-snapshot
A Multivariate Analysis of Responses to Dissatisfaction
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Voice, Exit, and Negative Word-of-Mouth Behaviors: An Investigation Across Three Service Categories
inferredcites →https://doi.org/10.2307/1251446openalex-snapshot
Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence
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Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses
inferredcites →https://doi.org/10.2307/1252174openalex-snapshot
The Service Encounter: Diagnosing Favorable and Unfavorable Incidents
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A Test of Services Marketing Theory: Consumer Information Acquisition Activities
inferredcites →https://doi.org/10.2307/1252255openalex-snapshot
Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research
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Exit, Voice and Loyalty: Responses to Decline in Firms, Organizations, and States.
inferredcites →https://doi.org/10.2307/256723openalex-snapshot
CUSTOMER PERCEPTIONS OF CORPORATE RESPONSES TO PRODUCT COMPLAINTS: THE ROLE OF EXPLANATIONS.
inferredcites →https://doi.org/10.2307/3151408openalex-snapshot
Selected Determinants of Consumer Satisfaction and Complaint Reports
inferredcites →https://doi.org/10.2307/467240openalex-snapshot
Native American Aesthetics: An Attitude of Relationship
inferredcites →https://doi.org/10.2307/j.ctt20ks1bm.5openalex-snapshot
THE QUESTION CONCERNING TECHNOLOGY
inferredcites →https://doi.org/10.5281/zenodo.14579729openalex-snapshot
SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality
inferredcites →https://doi.org/10.5860/choice.27-6416openalex-snapshot
Service management and marketing: managing the moments of truth in service competition
inferredcites →https://doi.org/10.5860/choice.28-0390openalex-snapshot
Delivering quality service: balancing customer perceptions and expectations
What points at this work
Incoming claims: where this work appears in other papers’ reference lists and arguments.
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A Different Approach to Service Recovery
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Mapping the service recovery research landscape: A bibliometric‐based systematic review
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When Design Goes Wrong? Diagnostic Tools for Detecting and Overcoming Failures in Service Experience
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Measuring Customer Satisfaction and Customer Loyalty
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Game Analysis on Service Recovery of the Retail Company
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Überwindung von Beschwerdebarrieren durch innovative Technologien – Eine empirische Untersuchung am Beispiel iFeedback
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Managing Conflicts and Service Quality
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The effects of emotional intelligence on service recovery and organizational loyalty: a case of flight attendants of South Korean airlines
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Unveiling the recovery time zone of tolerance: when time matters in service recovery
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Online auction service failures in Taiwan: Typologies and recovery strategies
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How to use apology and compensation to repair competence-versus integrity-based trust violations in e-commerce
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Should the chatbot “save itself” or “be helped by others”? The influence of service recovery types on consumer perceptions of recovery satisfaction
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Key attributes of internal service recovery strategies as perceived by frontline food service employees
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Customer complaints in restaurants: Do they differ by service stages and loyalty levels?
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Effectiveness of recovery actions on deviant customer behavior—The moderating role of gender
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Should retailers pay to bring customers back? The impact of quick response and coupons on purchase outcomes
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Group service recovery strategies effectiveness: The moderating effects of group size and relational distance
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Do they see the signs? Organizational response behavior to customer complaint messages
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Can beauty save service failures? The role of recovery employees’ physical attractiveness in the tourism industry
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The myth of the extra mile: Psychological processes and neural mechanisms underlying overcompensation effects
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The effects of harm directions and service recovery strategies on customer forgiveness and negative word-of-mouth intentions
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Price versus service: Can retailers beat showrooming with competence?
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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
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The experience of tour reps in maintaining and losing control of holidaymakers
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The impact of selected customer characteristics and response time on E-complaint satisfaction and return intent
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Service in the restaurant industry: an American and Irish comparison of service failures and recovery strategies
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EL PAPEL DE LA EXPERIENCIA PREVIA Y LA JUSTICIA INTERPERSONAL EN EL SISTEMA DE RECUPERACIÓN DEL SERVICIO TRAS UN FALLO
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How much compensation is too much? An investigation of the effectiveness of financial overcompensation as a means to enhance customer loyalty
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The effects of customer age and recovery strategies in a service failure setting
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The use of apology in health care
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An analytical study of complaining attitudes: With reference to the banking sector
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Consumer as Stakeholder in Service Crises: Perspectives from Services Marketing
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Mixed Findings on the Service Recovery Paradox
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Examining the casual relationship among service recovery, perceived justice, perceived risk, and customer value in the hotel industry
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Service Recovery Strategies for Single and Double Deviation Scenarios
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Aligning employee service recovery performance with brand values: The role of brand-specific leadership
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Investigating the consequences of word of mouth from a WOM sender’s perspective in the services context
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Service operation strategy: a developing country perspective
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A Conceptual model for total quality management in service organizations
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Antecedents to complaint behaviour in the context of restaurant goers
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Co-Recovery and e-WoM: intervening roles of recovery speed and customer-brand engagement in food delivery app services
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Patient Complaints to the Saudi Medical Call Center: Representative Response Strategies
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Service recovery and leisure events: implications from the cancellation of Ironman ® New Zealand 2012
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서버스 질패의 통제성과 회복 만족간의 관계 연구
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The dynamics of perceived justice and its outcomes in the online tourism sector: inter-relationships and temporal and carryover effects
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Dimensions of service quality in tourism – an Indian perspective
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The development of an effective recovery programme after service failures: A case study of restaurants in Glasgow
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Servicescape Failure and Recovery Strategy in the Food Service Industry: The Effect on Customer Repatronization
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There is No ‘I’ in Recovery: Managements’ Perspective of Service Recovery
inferred← citeshttps://doi.org/10.1080/15332667.2013.836027openalex-snapshot
Service Failure Magnitude and Paradox: A Banking Perspective
inferred← citeshttps://doi.org/10.1080/15332861.2017.1305254openalex-snapshot
Managing Negative Reviews: The Persuasive Role of Webcare Characteristics
inferred← citeshttps://doi.org/10.1080/15332969.2017.1398021openalex-snapshot
Service Recovery, Justice Perception, and Forgiveness: The “Other Customers” Perspectives
inferred← citeshttps://doi.org/10.1080/15378020.2014.967565openalex-snapshot
Error Management at Multiple Organizational Levels: Impact on Customer Self-Esteem and Delight
inferred← citeshttps://doi.org/10.1080/19368623.2019.1537139openalex-snapshot
Service failures and recovery in hospitality and tourism: a review of literature and recommendations for future research
inferred← citeshttps://doi.org/10.1108/00251741211266697openalex-snapshot
Assessing customer retention strategies in mobile telecommunications
inferred← citeshttps://doi.org/10.1108/01409171211210181openalex-snapshot
Perceived justice in service recovery and switching intention
inferred← citeshttps://doi.org/10.1108/01443570810841112openalex-snapshot
Three outcomes of service recovery
inferred← citeshttps://doi.org/10.1108/01443571211250121openalex-snapshot
The contingent nature of service recovery system structures
inferred← citeshttps://doi.org/10.1108/02634500010333299openalex-snapshot
Managerial practices to sustain service quality: an empirical investigation of New Zealand service firms
inferred← citeshttps://doi.org/10.1108/02634500810871320openalex-snapshot
An empirical examination of service recovery design
inferred← citeshttps://doi.org/10.1108/02652320310488439openalex-snapshot
Antecedents and outcomes of service recovery performance: an empirical study of frontline employees in Turkish banks
inferred← citeshttps://doi.org/10.1108/02656710310482113openalex-snapshot
Service recovery at a financial institution
inferred← citeshttps://doi.org/10.1108/02656710410536581openalex-snapshot
Measuring reliability of service systems using failure rates: variations and extensions
inferred← citeshttps://doi.org/10.1108/02656710610704258openalex-snapshot
ISO 10002 Complaints Handling System: a study
inferred← citeshttps://doi.org/10.1108/03090561311306994openalex-snapshot
An integrated service recovery system (ISRS)
inferred← citeshttps://doi.org/10.1108/03090561311324255openalex-snapshot
Recovery strategy for group service failures
inferred← citeshttps://doi.org/10.1108/07363760710834843openalex-snapshot
Firms' complaint handling policies and consumer complaint voicing
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/10.1108/08876040010347624openalex-snapshot
Equity and repurchase intention following service failure
inferred← citeshttps://doi.org/10.1108/08876040110407509openalex-snapshot
The effectiveness of service recovery in a multi‐industry setting
inferred← citeshttps://doi.org/10.1108/08876040210419398openalex-snapshot
Determinants of customer‐perceived service quality: a confirmatory factor analysis approach
inferred← citeshttps://doi.org/10.1108/08876040410536512openalex-snapshot
Consumer switching behavior in the Asian banking market
inferred← citeshttps://doi.org/10.1108/08876040510609943openalex-snapshot
Crisis management and services marketing
inferred← citeshttps://doi.org/10.1108/08876040610704856openalex-snapshot
The power of explanations in mitigating the ill‐effects of service failures
inferred← citeshttps://doi.org/10.1108/08876040710746534openalex-snapshot
A proposed multi‐dimensional approach to evaluating service recovery
inferred← citeshttps://doi.org/10.1108/08876041011040640openalex-snapshot
External equity, loyalty program membership, and service recovery
inferred← citeshttps://doi.org/10.1108/08876041211245254openalex-snapshot
Overcompensating for severe service failure: perceived fairness and effect on negative word‐of‐mouth intent
inferred← citeshttps://doi.org/10.1108/09564230010310303openalex-snapshot
Customer equity considerations in service recovery: a cross‐industry perspective
inferred← citeshttps://doi.org/10.1108/09564230110382772openalex-snapshot
Linking complaint management to profit
inferred← citeshttps://doi.org/10.1108/09564230110393211openalex-snapshot
Developing a comprehensive picture of service failure
inferred← citeshttps://doi.org/10.1108/09564230610656980openalex-snapshot
Switching barriers in business‐to‐business services: a qualitative study
inferred← citeshttps://doi.org/10.1108/09564230810891897openalex-snapshot
The service recovery paradox: true but overrated?
inferred← citeshttps://doi.org/10.1108/09564231111124226openalex-snapshot
Developing effective service compensation strategies
inferred← citeshttps://doi.org/10.1108/09564239910264307openalex-snapshot
Internal service recovery: developing a new construct
inferred← citeshttps://doi.org/10.1108/09590550910999352openalex-snapshot
How to solve product‐harm crises in retailing?
inferred← citeshttps://doi.org/10.1108/09590551011016304openalex-snapshot
Managing consumer complaints: differences and similarities among heterogeneous retailers
inferred← citeshttps://doi.org/10.1108/09596110410516516openalex-snapshot
Service failure and recovery: evidence from the hotel industry
inferred← citeshttps://doi.org/10.1108/09596110410550789openalex-snapshot
Dealing with complaints in services
inferred← citeshttps://doi.org/10.1108/09604520110387248openalex-snapshot
Service guarantees: a strategic mechanism to minimise customers’ perceived risk in service organisations
inferred← citeshttps://doi.org/10.1108/09604520310456708openalex-snapshot
Determining and assessing the determinants of e‐service operations
inferred← citeshttps://doi.org/10.1108/09604520410557994openalex-snapshot
Market oriented learning and customer value enhancement through service recovery management
inferred← citeshttps://doi.org/10.1108/09604520410569810openalex-snapshot
The effects of organizational responses to complaints on satisfaction and loyalty: a study of hotel guests in Northern Cyprus
inferred← citeshttps://doi.org/10.1108/09604520510597845openalex-snapshot
A case study of service failure and recovery within an international airline
inferred← citeshttps://doi.org/10.1108/09604520610711945openalex-snapshot
Service recovery: a naturalistic decision‐making approach
inferred← citeshttps://doi.org/10.1108/09604521111159807openalex-snapshot
Consumer responses to online retailer's service recovery after a service failure
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/10.1108/09684881311310728openalex-snapshot
Identifying satisfied/dissatisfied service encounters in higher education
inferred← citeshttps://doi.org/10.1108/13555850910997599openalex-snapshot
An empirical model of international student satisfaction
inferred← citeshttps://doi.org/10.1108/14637151211215028openalex-snapshot
Remedy or cure for service failure?
inferred← citeshttps://doi.org/10.1108/14637151211283366openalex-snapshot
Service recovery: a method for assessing performance
inferred← citeshttps://doi.org/10.1108/15982688200700005openalex-snapshot
The Service Recovery Strategies, Customer Satisfaction, Customer Loyalty
inferred← citeshttps://doi.org/10.1108/17506140810910917openalex-snapshot
Complaints and perceptions of failure recovery in buffet restaurants
inferred← citeshttps://doi.org/10.1108/ajems-10-2014-0072openalex-snapshot
The determinants of service recovery in the retail industry
inferred← citeshttps://doi.org/10.1108/apjml-08-2020-0569openalex-snapshot
Revisiting the service recovery paradox in the restaurant industry
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/bij-11-2023-0824openalex-snapshot
Service recovery and customer loyalty in the logistics industry: the role of justice perceptions and switching costs
inferred← citeshttps://doi.org/10.1108/ebr-02-2017-0033openalex-snapshot
Brand avoidance – a services perspective
inferred← citeshttps://doi.org/10.1108/ijchm-11-2021-1441openalex-snapshot
Service failure research in the hospitality and tourism industry: a synopsis of past, present and future dynamics from 2001 to 2020
inferred← citeshttps://doi.org/10.1108/ijcthr-09-2015-0103openalex-snapshot
Fairness in the local movements of tourists within a destination: justice perceptions, bus services, and destination loyalty
inferred← citeshttps://doi.org/10.1108/ijlm-06-2018-0157openalex-snapshot
Measuring customer-oriented product returns service performance
inferred← citeshttps://doi.org/10.1108/ijopm-06-2015-0325openalex-snapshot
Contingencies and characteristics of service recovery system design
inferred← citeshttps://doi.org/10.1108/ijopm-12-2018-0745openalex-snapshot
Do recovery processes need empowered frontline employees?
inferred← citeshttps://doi.org/10.1108/ijrdm-02-2025-0075openalex-snapshot
Omnichannel technology failures: sources, recovery and perceived risk
inferred← citeshttps://doi.org/10.1108/imds-01-2019-0016openalex-snapshot
The leniency of return policy and consumers’ repurchase intention in online retailing
inferred← citeshttps://doi.org/10.1108/jcmars-01-2019-0003openalex-snapshot
Service fairness and customer satisfaction
inferred← citeshttps://doi.org/10.1108/jsm-02-2014-0055openalex-snapshot
Exploring service failure in a business-to-business context
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-08-2012-0147openalex-snapshot
Emotional antecedents and outcomes of service recovery
inferred← citeshttps://doi.org/10.1108/jsm-09-2012-0166openalex-snapshot
The CURE scale: a multidimensional measure of service recovery strategy
inferred← citeshttps://doi.org/10.1108/jstp-03-2014-0046openalex-snapshot
An empirical investigation of service recovery in e-retailing
inferred← citeshttps://doi.org/10.1108/jstp-06-2021-0120openalex-snapshot
Where service recovery meets its paradox: implications for avoiding overcompensation
inferred← citeshttps://doi.org/10.1108/jstp-09-2017-0149openalex-snapshot
Moderating effects of service separation on customer relationships with service firms
inferred← citeshttps://doi.org/10.1108/jstp-09-2023-0267openalex-snapshot
The effect of service recovery on socially distant third-party customers: an experimental research on emotions, forgiveness, repatronage intention and WoM
inferred← citeshttps://doi.org/10.1108/jstp-10-2018-0227openalex-snapshot
Reacting to negative online customer reviews
inferred← citeshttps://doi.org/10.1108/md-10-2018-1073openalex-snapshot
Empowerment in service recovery: the role of self-regulation process of frontline employee
inferred← citeshttps://doi.org/10.1108/mip-09-2018-0422openalex-snapshot
Service recovery satisfaction in offline and online experiences
inferred← citeshttps://doi.org/10.1108/s1069-09642015000023b002openalex-snapshot
Factors Influencing Consumers to Use e-services in Indonesian Airline Companies
inferred← citeshttps://doi.org/10.1109/ceit.2015.7233178openalex-snapshot
Prioritization of health service failures a novel cost-based framework
inferred← citeshttps://doi.org/10.1109/cise.2009.5365629openalex-snapshot
An Empirical Research on the Mechanism of Service Recovery and Customer Loyalty in Network Retail
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