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Service Failure Severity, Customer Satisfaction, and Market Share
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Outgoing claims: the papers this work cites, builds on, or argues with.
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Comparison of Likelihood and PLS Estimators for Structural Equation Modeling: A Simulation with Customer Satisfaction Data
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Modeling Customer Satisfaction: A Comparative Performance Evaluation of Covariance Structure Analysis Versus Partial Least Squares
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How to Write Up and Report PLS Analyses
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PLS Path Modeling: From Foundations to Recent Developments and Open Issues for Model Assessment and Improvement
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Evaluation of Structural Equation Models Using the Partial Least Squares (PLS) Approach
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Weathering product-harm crises
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An investigation of the cross-national determinants of customer satisfaction
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Customer satisfaction, customer retention, and market share
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The PIMS principles: Linking strategy to performance
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Multivariate data analysis
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Advancing formative measurement models
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Customer complaining: The role of tie strength and information control
inferredcites →https://doi.org/10.1016/j.jretconser.2008.11.011openalex-snapshot
Product-harm crisis management: Time heals all wounds?
inferredcites →https://doi.org/10.1016/j.tre.2011.12.006openalex-snapshot
Linkages between customer service, customer satisfaction and performance in the airline industry: Investigation of non-linearities and moderating effects
inferredcites →https://doi.org/10.1016/s0261-5177(03)00002-5openalex-snapshot
Passenger expectations and airline services: a Hong Kong based study
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Airline market share and customer service quality: a reference-dependent model
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The relationship between customer satisfaction and loyalty: Cross-industry differences
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Effects of age and gender on success and death of mountaineers on Mount Everest
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Banking customers' varied reactions to service recovery strategies
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The impact of service failure severity on service recovery evaluations andpost‐recovery relationships
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Exploring switching behavior of US mobile service customers
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Service recovery: its value and limitations as a retail strategy
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Service failures and customer defection: a closer look at online shopping experiences
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A case study of service failure and recovery within an international airline
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Strategic imperatives and the pursuit of quality in the US airline industry
inferredcites →https://doi.org/10.1108/09604520610650619openalex-snapshot
Effect of communication mode in justice‐based service recovery
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Twenty years of service quality performance in the US airline industry
inferredcites →https://doi.org/10.1108/09604521111159807openalex-snapshot
Consumer responses to online retailer's service recovery after a service failure
inferredcites →https://doi.org/10.1108/s1474-7979(2009)0000020014openalex-snapshot
The use of partial least squares path modeling in international marketing
inferredcites →https://doi.org/10.1111/j.1937-5956.1999.tb00305.xopenalex-snapshot
THE MARKET SHARE IMPACT OF SERVICE FAILURES
inferredcites →https://doi.org/10.1111/j.1937-5956.2010.01149.xopenalex-snapshot
Reducing Customer Dissatisfaction: How Important is Learning to Reduce Service Failure?
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Psychic Defenses against High Fear Appeals: A Key Marketing Variable
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Customer Satisfaction, Market Share, and Profitability: Findings from Sweden
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Evaluating Structural Equation Models with Unobservable Variables and Measurement Error
inferredcites →https://doi.org/10.1177/002224379903600305openalex-snapshot
A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery
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Service Quality and Customer Loyalty in the Commercial Airline Industry
inferredcites →https://doi.org/10.1177/0092070300281008openalex-snapshot
Should We Delight the Customer?
inferredcites →https://doi.org/10.1177/0092070302250898openalex-snapshot
Service Failure and Recovery: The Impact of Relationship Factors on Customer Satisfaction
inferredcites →https://doi.org/10.1177/109467050032002openalex-snapshot
An Empirical Investigation of Customer Satisfaction after Service Failure and Recovery
inferredcites →https://doi.org/10.1177/1094670508314575openalex-snapshot
Drivers of Service Satisfaction
inferredcites →https://doi.org/10.1177/1094670509336743openalex-snapshot
Organizational Service Climate Drivers of the American Customer Satisfaction Index (ACSI) and Financial and Market Performance
inferredcites →https://doi.org/10.1177/1094670510365357openalex-snapshot
Impact of Service Failure: The Protective Layer of Customer Relationships
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/mnsc.1050.0462openalex-snapshot
Organizational Learning Curves for Customer Dissatisfaction: Heterogeneity Across Airlines
inferredcites →https://doi.org/10.1287/mnsc.30.12.1389openalex-snapshot
Introduction Strategy for New Products with Positive and Negative Word-of-Mouth
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The Impact of Service Operations Failures on Customer Satisfaction: Evidence on How Failures and Their Source Affect What Matters to Customers
inferredcites →https://doi.org/10.1287/serv.2.3.167openalex-snapshot
Quality of University Services: Dimensional Structure of SERVQUAL VS. ESQS
inferredcites →https://doi.org/10.1287/serv.3.2.158openalex-snapshot
The Impact of Operations Performance on Customer Loyalty
inferredcites →https://doi.org/10.1300/j037v10n04_04openalex-snapshot
Customer Satisfaction and Market Share: What Is the Missing Link?
inferredcites →https://doi.org/10.1509/jm.09.0363openalex-snapshot
Reexamining the Market Share–Customer Satisfaction Relationship
inferredcites →https://doi.org/10.1509/jmkg.2006.70.1.3openalex-snapshot
Customer Satisfaction and Stock Prices: High Returns, Low Risk
inferredcites →https://doi.org/10.1509/jmkg.68.4.172.42723openalex-snapshot
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inferredcites →https://doi.org/10.1509/jmkg.69.3.115.66364openalex-snapshot
Customer Satisfaction, Cash Flow, and Shareholder Value
inferredcites →https://doi.org/10.1509/jmkg.71.3.75openalex-snapshot
Consumer Negative Voice and Firm-Idiosyncratic Stock Returns
inferredcites →https://doi.org/10.1509/jmkg.72.4.105openalex-snapshot
The Long-Term Stock Market Valuation of Customer Satisfaction
inferredcites →https://doi.org/10.1509/jmkg.72.4.29openalex-snapshot
Satisfaction, Complaint, and the Stock Value Gap
inferredcites →https://doi.org/10.1509/jmkr.37.2.215.18729openalex-snapshot
Impact of Product-Harm Crises on Brand Equity: The Moderating Role of Consumer Expectations
inferredcites →https://doi.org/10.1509/jmkr.43.3.345openalex-snapshot
The Effect of Word of Mouth on Sales: Online Book Reviews
inferredcites →https://doi.org/10.1509/jmkr.47.1.28openalex-snapshot
The Effect of Customer Satisfaction on Consumer Spending Growth
inferredcites →https://doi.org/10.2307/1251430openalex-snapshot
A Conceptual Model of Service Quality and Its Implications for Future Research
inferredcites →https://doi.org/10.2307/1251898openalex-snapshot
The American Customer Satisfaction Index: Nature, Purpose, and Findings
inferredcites →https://doi.org/10.2307/1251929openalex-snapshot
The Behavioral Consequences of Service Quality
inferredcites →https://doi.org/10.2307/1252129openalex-snapshot
A National Customer Satisfaction Barometer: The Swedish Experience
inferredcites →https://doi.org/10.2307/1252310openalex-snapshot
Customer Satisfaction, Market Share, and Profitability: Findings From Sweden
inferredcites →https://doi.org/10.2307/1914185openalex-snapshot
Prospect Theory: An Analysis of Decision under Risk
inferredcites →https://doi.org/10.2307/2491304openalex-snapshot
Are Nonfinancial Measures Leading Indicators of Financial Performance? An Analysis of Customer Satisfaction
inferredcites →https://doi.org/10.2307/270819openalex-snapshot
The Treatment of Unobservable Variables in Path Analysis
inferredcites →https://doi.org/10.2307/41166745openalex-snapshot
Why Improving Quality Doesn't Improve Quality (or Whatever Happened to Marketing?)
inferredcites →https://doi.org/10.2307/4134391openalex-snapshot
Culture's Consequences: Comparing Values, Behaviors, Institutions, and Organizations across Nations
inferredcites →https://doi.org/10.4135/9781452231327.n18openalex-snapshot
The Customer Satisfaction Index as a Leading Indicator
inferredcites →https://doi.org/10.4324/9781410604385openalex-snapshot
Modern Methods for Business Research
inferredcites →https://doi.org/10.5465/amr.1994.9412271805openalex-snapshot
DEFINING QUALITY: ALTERNATIVES AND IMPLICATIONS
inferredcites →https://doi.org/10.5860/choice.47-6963openalex-snapshot
Satisfaction: a behavioral perspective on the consumer
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Designing AI to elicit positive word-of-mouth in service recovery: The role of stress, anthropomorphism, and personal resources
inferred← citeshttps://doi.org/10.1016/j.ijpe.2018.07.001openalex-snapshot
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Does customer-based destination brand equity help customers forgive firm service failure in a tourist ecosystem? An investigation through explanatory sequential mixed-method design
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Formalizing the informal in public transportation: The case of motorcycle taxis transport network service in the Philippines
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Why Pilots Push On: Motivational Influences on Weather-Related Risk Appraisal in Small Airplane and Helicopter Operations
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HİZMET HATASI, HİZMET TELAFİSİ VE ATIF TEORİSİ: KAVRAMSAL BİR ÇALIŞMA
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KONAKLAMA İŞLETMELERİNDE HİZMET TELAFİSİ, TEKRAR SATIN ALMA VE POZİTİF AĞIZDAN AĞIZA İLETİŞİM ÜZERİNDE MÜŞTERİ ATIFLARININ ETKİSİ
inferred← citeshttps://doi.org/10.31237/osf.io/5yjb3openalex-snapshot
The effect of customer satisfaction and its antecedents on customer citizenship behavior in airlines: A cross-cultural comparison [Havayolu işletmelerinde müşteri memnuniyeti ve öncüllerinin müşteri vatandaşlığı davranışı üzerine etkisi: Kültürlerarası bir karşılaştırma]
inferred← citeshttps://doi.org/10.32508/stdjelm.v7i4.1234openalex-snapshot
The effects of perceived effectiveness of e-commerce institutional mechanisms on customer stickiness: The role of customer value co-creation in ota platforms in Viet Nam
inferred← citeshttps://doi.org/10.3390/su18104717openalex-snapshot
The Effect of ESG on Firms’ Product Market Performance and Supply Chain Spillover Effects
inferred← citeshttps://doi.org/10.35342/econder.1175229openalex-snapshot
Hizmet Hatasının, Müşteri Sadakati ve İlişkisel Fayda Üzerindeki Etkisi: Otel İşletmeleri Üzerine Bir Uygulama
inferred← citeshttps://doi.org/10.47743/saeb-2026-0006openalex-snapshot
How Can Service Convenience Reestablish Passenger Satisfaction After a Flight Delay? A Data Mining Approach
inferred← citeshttps://doi.org/10.5325/transportationj.61.3.0231openalex-snapshot
Expectations vs Experience: Managing the Adverse Effects of Service Failures on Customer Satisfaction in the Airline Industry
inferred← citeshttps://doi.org/10.5585/remark.v20i4.16986openalex-snapshot
Influência da recuperação de falhas na percepção sobre qualidade, satisfação e lealdade de clientes bancários
inferred← citeshttps://doi.org/10.70675/085d422ezdf59z4e4fz8a71z6e98a4bf7644openalex-snapshot
La contribution de la propriété légale des clients aux comportements d'engagement
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
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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.