Service recovery's influence on consumer satisfaction, positive word-of-mouth, and purchase intentions
Top Cited Papers
- 30 August 2001
- journal article
- Published by Elsevier in Journal of Business Research
- Vol. 54 (1) , 11-24
- https://doi.org/10.1016/s0148-2963(00)00114-4
Abstract
No abstract availableKeywords
This publication has 37 references indexed in Scilit:
- A typology of retail failures and recoveriesPublished by Elsevier ,2002
- Service consumption criticality in failure recoveryJournal of Business Research, 1998
- Employee performance cues in a hotel service environment: Influence on perceived service quality, value, and word-of-mouth intentionsJournal of Business Research, 1996
- SERVPERF versus SERVQUAL: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service QualityJournal of Marketing, 1994
- The Nature and Determinants of Customer Expectations of ServiceJournal of the Academy of Marketing Science, 1993
- A Multistage Model of Customers' Assessments of Service Quality and ValueJournal of Consumer Research, 1991
- Evaluating Service Encounters: The Effects of Physical Surroundings and Employee ResponsesJournal of Marketing, 1990
- A Cognitive Model of the Antecedents and Consequences of Satisfaction DecisionsJournal of Marketing Research, 1980
- Intrapersonal Affective Influences on Consumer Satisfaction with ProductsJournal of Consumer Research, 1980
- An Application of Equity Theory to Buyer-Seller Exchange SituationsJournal of Marketing Research, 1978