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Service recovery's influence on consumer satisfaction, positive word-of-mouth, and purchase intentions

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Cited by:

  1. Jha Subhash & Balaji M.S., 2015. "Perceived justice and recovery satisfaction: the moderating role of customer-perceived quality," Management & Marketing, Sciendo, vol. 10(2), pages 132-147, September.
  2. Amirhossein Abdolalipour & Jamshid Nazemi & Abbas Toloie Eshlaghi & Farhad Hosseinzadeh Lotfi, 2017. "A Mixed Bi-level Model to Correspond Service Recovery Chain," International Review of Management and Marketing, Econjournals, vol. 7(2), pages 104-107.
  3. Jasenko Arsenovic & Bo Edvardsson & Bård Tronvoll, 2019. "Moving Toward Collaborative Service Recovery: A Multiactor Orientation," Service Science, INFORMS, vol. 11(3), pages 201-212, October.
  4. Bastian Popp & Herbert Woratschek, 2017. "Consumer–brand identification revisited: An integrative framework of brand identification, customer satisfaction, and price image and their role for brand loyalty and word of mouth," Journal of Brand Management, Palgrave Macmillan, vol. 24(3), pages 250-270, May.
  5. Roh, Taewoo & Seok, Junhee & Kim, Yaeri, 2022. "Unveiling ways to reach organic purchase: Green perceived value, perceived knowledge, attitude, subjective norm, and trust," Journal of Retailing and Consumer Services, Elsevier, vol. 67(C).
  6. Oznur Ozkan Tektas, 2017. "Perceived justice and post-recovery satisfaction in banking service failures: Do commitment types matter?," Service Business, Springer;Pan-Pacific Business Association, vol. 11(4), pages 851-870, December.
  7. Houston, Lawrence & Grandey, Alicia A. & Sawyer, Katina, 2018. "Who cares if “service with a smile” is authentic? An expectancy-based model of customer race and differential service reactions," Organizational Behavior and Human Decision Processes, Elsevier, vol. 144(C), pages 85-96.
  8. Dumitrescu, Claudia & Hughner, Renée Shaw & Shultz, Clifford J., 2018. "Examining consumers' responses to corporate social responsibility addressing childhood obesity: The mediating role of attributional judgments," Journal of Business Research, Elsevier, vol. 88(C), pages 132-140.
  9. Bernd Stauss & Wolfgang Seidel, 2008. "Discovering the “customer annoyance iceberg” through evidence controlling," Service Business, Springer;Pan-Pacific Business Association, vol. 2(1), pages 33-45, March.
  10. Nobuyuki Fukawa & Sunil Erevelles, 2014. "Perceived Reasonableness and Morals in Service Encounters," Journal of Business Ethics, Springer, vol. 125(3), pages 381-400, December.
  11. Doris Morales-Solana & Irene Esteban-Millat & Alejandro Alegret Cotas, 2022. "Experiences in consumer flow in online supermarkets," Electronic Commerce Research, Springer, vol. 22(4), pages 1195-1226, December.
  12. Ramah Al Balawi & Yuheng Hu & Liangfei Qiu, 2023. "Brand Crisis and Customer Relationship Management on Social Media: Evidence from a Natural Experiment from the Airline Industry," Information Systems Research, INFORMS, vol. 34(2), pages 442-462, June.
  13. Jung, Na Young & Seock, Yoo-Kyoung, 2017. "Effect of service recovery on customers’ perceived justice, satisfaction, and word-of-mouth intentions on online shopping websites," Journal of Retailing and Consumer Services, Elsevier, vol. 37(C), pages 23-30.
  14. Ramakrishna Salagrama & Sanjeev Prashar & T. Sai Vijay, 2021. "Do customers exhibit gratitude after service recovery? Understanding the moderating role of relationship type," Service Business, Springer;Pan-Pacific Business Association, vol. 15(4), pages 757-779, December.
  15. Rodolfo Vázquez-Casielles & Víctor Iglesias & Concepción Varela-Neira, 2010. "Service recovery, satisfaction and behaviour intentions: analysis of compensation and social comparison communication strategies," The Service Industries Journal, Taylor & Francis Journals, vol. 32(1), pages 83-103, July.
  16. Richards, Timothy J. & Tiwari, Ashutosh, 2014. "Social Networks and Restaurant Choice," 2014 AAEA/EAAE/CAES Joint Symposium: Social Networks, Social Media and the Economics of Food, May 29-30, 2014, Montreal, Canada 166112, Agricultural and Applied Economics Association.
  17. Doreén Pick & Jacquelyn S. Thomas & Sebastian Tillmanns & Manfred Krafft, 2016. "Customer win-back: the role of attributions and perceptions in customers’ willingness to return," Journal of the Academy of Marketing Science, Springer, vol. 44(2), pages 218-240, March.
  18. Andrew E. Wilson & Michael D. Giebelhausen & Michael K. Brady, 2017. "Negative word of mouth can be a positive for consumers connected to the brand," Journal of the Academy of Marketing Science, Springer, vol. 45(4), pages 534-547, July.
  19. Van den Poel, Dirk & Lariviere, Bart, 2004. "Customer attrition analysis for financial services using proportional hazard models," European Journal of Operational Research, Elsevier, vol. 157(1), pages 196-217, August.
  20. Gelbrich, Katja & Gäthke, Jana & Grégoire, Yany, 2016. "How a firm's best versus normal customers react to compensation after a service failure," Journal of Business Research, Elsevier, vol. 69(10), pages 4331-4339.
  21. Ying Kai Liao & Chih Ying Wu & Giang Nu To Truong & Yen Thi Do, 2022. "The Roles of Service Recovery and Perceived Justice on Post-Recovery Satisfaction in M-Commerce," Sustainability, MDPI, vol. 14(22), pages 1-20, November.
  22. B. Larivière & D. Van Den Poel, 2005. "Investigating the post-complaint period by means of survival analysis," Working Papers of Faculty of Economics and Business Administration, Ghent University, Belgium 05/299, Ghent University, Faculty of Economics and Business Administration.
  23. Ruwan Jayathilaka & Thanuja Dharmasena & Nizamuddin Rezahi & Sukheetha Haththotuwegama, 2020. "The impact of online reviews on inbound travellers’ decision making," Quality & Quantity: International Journal of Methodology, Springer, vol. 54(3), pages 1005-1021, June.
  24. Cerdan-Chiscano, Monica & Darcy, Simon, 2024. "Managing the co-creation of accessible and inclusive family recreation retail encounters: A critical incident analysis," Journal of Retailing and Consumer Services, Elsevier, vol. 79(C).
  25. Mathieu Béal & William Sabadie & Yany Grégoire, 2019. "The effects of relationship length on customer profitability after a service recovery," Marketing Letters, Springer, vol. 30(3), pages 293-305, December.
  26. Hart O. Awa & Ojiabo Ukoha & Ogwo E. Ogwo, 2016. "Correlates of justice encounter in service recovery and word-of-mouth publicity," Cogent Business & Management, Taylor & Francis Journals, vol. 3(1), pages 1179613-117, December.
  27. Arora, Swapan Deep & Chakraborty, Anirban, 2021. "Intellectual structure of consumer complaining behavior (CCB) research: A bibliometric analysis," Journal of Business Research, Elsevier, vol. 122(C), pages 60-74.
  28. Chen, Jianyu & Gong, Xiushuang & Ren, Rui, 2023. "Active or avoidance coping? Influencing mechanisms of streamers' coping strategies on viewers’ word of mouth after livestreaming e-commerce failures," Journal of Retailing and Consumer Services, Elsevier, vol. 72(C).
  29. Riquelme, Isabel P. & Román, Sergio & Iacobucci, Dawn, 2016. "Consumers' Perceptions of Online and Offline Retailer Deception: A Moderated Mediation Analysis," Journal of Interactive Marketing, Elsevier, vol. 35(C), pages 16-26.
  30. Jinsoo Hwang & Hyunjoon Kim & Ja Young Choe, 2020. "The Role of Eco-Friendly Edible Insect Restaurants in the Field of Sustainable Tourism," IJERPH, MDPI, vol. 17(11), pages 1-12, June.
  31. Xu, Xun, 2020. "Examining an asymmetric effect between online customer reviews emphasis and overall satisfaction determinants," Journal of Business Research, Elsevier, vol. 106(C), pages 196-210.
  32. Le, Hoang Tran Phuoc Mai & Park, Jungkun & Lee, Sangwoo, 2023. "Emotion and trust in virtual service assistant design for effective service recovery," Journal of Retailing and Consumer Services, Elsevier, vol. 74(C).
  33. Kim, Insin & Kim, Joonhyeong Joseph, 2017. "Older adults’ parasocial interaction formation process in the context of travel websites: The moderating role of parent-child geographic proximity," Tourism Management, Elsevier, vol. 63(C), pages 399-416.
  34. Zsofia Kenesei & Zsofia Bali, 2020. "Overcompensation as a service recovery strategy: the financial aspect of customers’ extra effort," Service Business, Springer;Pan-Pacific Business Association, vol. 14(2), pages 187-216, June.
  35. del Río-Lanza, Ana Belén & Vázquez-Casielles, Rodolfo & Díaz-Martín, Ana M, 2009. "Satisfaction with service recovery: Perceived justice and emotional responses," Journal of Business Research, Elsevier, vol. 62(8), pages 775-781, August.
  36. Sophie Jeanpert & Laure Jacquemier & Sophie Claye-Puaux, 2021. "The role of human interaction in complaint handling," Post-Print hal-03516556, HAL.
  37. Zhou, Yuanyuan & Tsang, Alex S.L. & Huang, Minxue & Zhou, Nan, 2014. "Does delaying service-failure resolution ever make sense?," Journal of Business Research, Elsevier, vol. 67(2), pages 159-166.
  38. Arirat Chueabunkoet Noth & Pensri Jaroenwanit & Rudolph Henry Brown, 2015. "The Roles of Forgiveness towards Repurchase Intentions from a Cross Cultural Perspective," Athens Journal of Business & Economics, Athens Institute for Education and Research (ATINER), vol. 1(3), pages 221-234, July.
  39. Monica Cerdan Chiscano, 2021. "Autism Spectrum Disorder (ASD) and the Family Inclusive Airport Design Experience," IJERPH, MDPI, vol. 18(13), pages 1-16, July.
  40. Muhammad Mazhar & Muhammad Amir Nadeem & Haider Ali Abbasi & Umaima Tariq & Amin Jan & Rao Abdul Hannan Jaffar, 2022. "Reparation for Service Failure Through Service Recovery: An Assessment of Consumer Behaviour in an Online Shopping Context," Business Management and Strategy, Macrothink Institute, vol. 13(1), pages 64-87, June.
  41. Jens Hogreve & Nicola Bilstein & Leonhard Mandl, 2017. "Unveiling the recovery time zone of tolerance: when time matters in service recovery," Journal of the Academy of Marketing Science, Springer, vol. 45(6), pages 866-883, November.
  42. K. Coussement & D. Van Den Poel, 2008. "Improving Customer Attrition Prediction by Integrating Emotions from Client/Company Interaction Emails and Evaluating Multiple Classifiers," Working Papers of Faculty of Economics and Business Administration, Ghent University, Belgium 08/527, Ghent University, Faculty of Economics and Business Administration.
  43. Gohary, Ali & Hamzelu, Bahman & Pourazizi, Lida & Hanzaee, Kambiz Heidarzadeh, 2016. "Understanding effects of co-creation on cognitive, affective and behavioral evaluations in service recovery: An ethnocultural analysis," Journal of Retailing and Consumer Services, Elsevier, vol. 31(C), pages 182-198.
  44. Jesús Cambra-Fierro & Iguácel Melero-Polo & Javier Sese, 2015. "Does the nature of the relationship really matter? An analysis of the roles of loyalty and involvement in service recovery processes," Service Business, Springer;Pan-Pacific Business Association, vol. 9(2), pages 297-320, June.
  45. Reckmann, Tobias, 2017. "Intellectual Structure and Emancipation of Word of Mouth Research: A Bibliometric Analysis of a Multidisciplinary Research Field," EconStor Preprints 179913, ZBW - Leibniz Information Centre for Economics.
  46. Joseph Lok-Man Lee & Calvin Wah-On Cheng & Vanessa Shun-Wah Liu, 2022. "Core Chinese cultural values: Perceived justice and post-recovery satisfaction in higher education services," Service Business, Springer;Pan-Pacific Business Association, vol. 16(3), pages 743-770, September.
  47. Verhulst, Nanouk & Vermeir, Iris & Slabbinck, Hendrik & Larivière, Bart & Mauri, Maurizio & Russo, Vincenzo, 2020. "A neurophysiological exploration of the dynamic nature of emotions during the customer experience," Journal of Retailing and Consumer Services, Elsevier, vol. 57(C).
  48. Hsin Chang & Don Jeng & Mohamad Hamid, 2013. "Conceptualising consumers’ word-of-mouth behaviour intention: evidence from a university education services in Malaysia," Service Business, Springer;Pan-Pacific Business Association, vol. 7(1), pages 17-35, March.
  49. Tan, Teck Ming & Balaji, M.S. & Oikarinen, Eeva-Liisa & Alatalo, Sari & Salo, Jari, 2021. "Recover from a service failure: The differential effects of brand betrayal and brand disappointment on an exclusive brand offering," Journal of Business Research, Elsevier, vol. 123(C), pages 126-139.
  50. David Eberle & Guido Berens & Ting Li, 2013. "The Impact of Interactive Corporate Social Responsibility Communication on Corporate Reputation," Journal of Business Ethics, Springer, vol. 118(4), pages 731-746, December.
  51. Sarigul, Sercan & Rui, Huaxia, 2014. "Nowcasting Obesity in the U.S. Using Google Search Volume Data," 2014 AAEA/EAAE/CAES Joint Symposium: Social Networks, Social Media and the Economics of Food, May 29-30, 2014, Montreal, Canada 166113, Agricultural and Applied Economics Association.
  52. Chia‐Lin Hsu & Kuo‐Chien Chang & Mu‐Chen Chen, 2012. "Flow Experience and Internet Shopping Behavior: Investigating the Moderating Effect of Consumer Characteristics," Systems Research and Behavioral Science, Wiley Blackwell, vol. 29(3), pages 317-332, May.
  53. Sang-Man Kim & Jae-Young Oh, 2012. "Employee emotional response toward healthcare organization’s service recovery efforts and its influences on service recovery performance," Service Business, Springer;Pan-Pacific Business Association, vol. 6(3), pages 297-321, September.
  54. Chen, Ying-Hueih & Hsu, I-Chieh & Lin, Chia-Chen, 2010. "Website attributes that increase consumer purchase intention: A conjoint analysis," Journal of Business Research, Elsevier, vol. 63(9-10), pages 1007-1014, September.
  55. Li-Chun Hsu, 2018. "Investigating Effect of Service Encounter, Value, and Satisfaction on Word of Mouth: An Outpatient Service Context," IJERPH, MDPI, vol. 15(1), pages 1-15, January.
  56. Theeralak Satjawathee & Shang-Chun Ma & Shih-Tung Shu & Ching-Hung Chang, 2022. "The Moderating Effect of Self-Efficacy on Fitness Use Innovativeness and Usage Pattern," Sustainability, MDPI, vol. 15(1), pages 1-13, December.
  57. Javornik, Ana & Filieri, Raffaele & Gumann, Ralph, 2020. "“Don't Forget that Others Are Watching, Too!” The Effect of Conversational Human Voice and Reply Length on Observers' Perceptions of Complaint Handling in Social Media," Journal of Interactive Marketing, Elsevier, vol. 50(C), pages 100-119.
  58. Obeng, Efua & Nakhata, Chinintorn & Kuo, Hsiao-Ching, 2019. "“Paying it forward: The reciprocal effect of superior service on charity at checkout”," Journal of Business Research, Elsevier, vol. 98(C), pages 250-260.
  59. Gohary, Ali & Hamzelu, Bahman & Alizadeh, Hamid, 2016. "Please explain why it happened! How perceived justice and customer involvement affect post co-recovery evaluations: A study of Iranian online shoppers," Journal of Retailing and Consumer Services, Elsevier, vol. 31(C), pages 127-142.
  60. Wolter, Jeremy S. & Bacile, Todd J. & Smith, Jeffery S. & Giebelhausen, Michael, 2019. "The entitlement/forgiveness conflict of self-relevant and self-neutral relationships during service failure and recovery," Journal of Business Research, Elsevier, vol. 104(C), pages 233-246.
  61. Kuo, Ying-Feng & Wu, Chi-Ming, 2012. "Satisfaction and post-purchase intentions with service recovery of online shopping websites: Perspectives on perceived justice and emotions," International Journal of Information Management, Elsevier, vol. 32(2), pages 127-138.
  62. Kalamas, Maria & Laroche, Michel & Makdessian, Lucy, 2008. "Reaching the boiling point: Consumers' negative affective reactions to firm-attributed service failures," Journal of Business Research, Elsevier, vol. 61(8), pages 813-824, August.
  63. Vieira, Valter Afonso & Perin, Marcelo Gattermann & Sampaio, Claudio Hoffmann, 2018. "The moderating effect of managers' leadership behavior on salespeople's self-efficacy," Journal of Retailing and Consumer Services, Elsevier, vol. 40(C), pages 150-162.
  64. Weinberg, Bruce D. & Davis, Lenita, 2005. "Exploring the WOW in online-auction feedback," Journal of Business Research, Elsevier, vol. 58(11), pages 1609-1621, November.
  65. Inda Premordia & Timea Gál, 2021. "Dear Customer, Thank You for Your Review: The Service Failure-recovery Dyadic Interactions in the Restaurant Industry," International Review of Management and Marketing, Econjournals, vol. 11(3), pages 49-57.
  66. Cambra-Fierro, Jesús & Berbel-Pineda, Juan M. & Ruiz-Benítez, Rocío & Vázquez-Carrasco, Rosario, 2013. "Analysis of the moderating role of the gender variable in service recovery processes," Journal of Retailing and Consumer Services, Elsevier, vol. 20(4), pages 408-418.
  67. Shu Zhang & Thitinant Wareewanich & Xiao-Guang Yue, 2023. "How to Promote a Destination’s Sustainable Development? The Influence of Service Encounters on Tourists’ Attitudes and Behavioral Intentions," Sustainability, MDPI, vol. 15(19), pages 1-17, September.
  68. Schumacher Satu & Komppula Raija, 2016. "A case study on service recovery: Frontline employees’ perspectives and the role of empowerment," European Journal of Tourism, Hospitality and Recreation, Sciendo, vol. 7(2), pages 117-127, July.
  69. Sue Ling Lai & Hiep-Hung Pham & Hong-Kong To Nguyen & The-Cuong Nguyen & Anh-Vinh Le, 2019. "Toward Sustainable Overseas Mobility of Vietnamese Students: Understanding Determinants of Attitudinal and Behavioral Loyalty in Students of Higher Education," Sustainability, MDPI, vol. 11(2), pages 1-17, January.
  70. Martin, William C. & Lueg, Jason E., 2013. "Modeling word-of-mouth usage," Journal of Business Research, Elsevier, vol. 66(7), pages 801-808.
  71. Alt, Elisabeth & Gelbrich, Katja, 2009. "Beschwerdebehandlung und Nachbeschwerdeverhalten im interkulturellen Kontext," Ilmenauer Schriften zur Betriebswirtschaftslehre, Technische Universität Ilmenau, Institut für Betriebswirtschaftslehre, volume 1, number 12009.
  72. Wang, Yi-Shun & Wu, Shun-Cheng & Lin, Hsin-Hui & Wang, Yu-Yin, 2011. "The relationship of service failure severity, service recovery justice and perceived switching costs with customer loyalty in the context of e-tailing," International Journal of Information Management, Elsevier, vol. 31(4), pages 350-359.
  73. Sooyun Kim, 2022. "Effective and Ineffective Service Recovery Recipes in the Peer-to-Peer (P2P) Sharing-Service Model: Using the Fuzzy-Set Qualitative Comparative Analysis (fsQCA) Approach," Sustainability, MDPI, vol. 14(5), pages 1-13, February.
  74. Roy, Sanjit Kumar & Shekhar, Vaibhav & Lassar, Walfried M. & Chen, Tom, 2018. "Customer engagement behaviors: The role of service convenience, fairness and quality," Journal of Retailing and Consumer Services, Elsevier, vol. 44(C), pages 293-304.
  75. Huang, Ran & Ha, Sejin, 2020. "The effects of warmth-oriented and competence-oriented service recovery messages on observers on online platforms," Journal of Business Research, Elsevier, vol. 121(C), pages 616-627.
  76. van Gils, Suzanne & Horton, Kate E., 2019. "How can ethical brands respond to service failures? Understanding how moral identity motivates compensation preferences through self-consistency and social approval," Journal of Business Research, Elsevier, vol. 95(C), pages 455-463.
  77. Liao, Shuling & Cheng, Colin C.J., 2014. "Brand equity and the exacerbating factors of product innovation failure evaluations: A communication effect perspective," Journal of Business Research, Elsevier, vol. 67(1), pages 2919-2925.
  78. Yilmaz, Cengiz & Varnali, Kaan & Kasnakoglu, Berna Tari, 2016. "How do firms benefit from customer complaints?," Journal of Business Research, Elsevier, vol. 69(2), pages 944-955.
  79. Lim, Weng Marc, 2020. "An equity theory perspective of online group buying," Journal of Retailing and Consumer Services, Elsevier, vol. 54(C).
  80. Chowdhury, Nasif, 2016. "The Impact of Electronic Word-of-Mouth on Consumers’ Purchase Intentions in Bangladesh Telecommunication Industry," EconStor Preprints 142747, ZBW - Leibniz Information Centre for Economics.
  81. Pankaj Tiwari, 2023. "Influence of the Green Brand Image on the Green Word of Mouth of Millennials: a Mediation Study on Banks," Public Organization Review, Springer, vol. 23(1), pages 59-78, March.
  82. Barnes, Stuart J. & Mattsson, Jan & Sørensen, Flemming, 2014. "Destination brand experience and visitor behavior: Testing a scale in the tourism context," Annals of Tourism Research, Elsevier, vol. 48(C), pages 121-139.
  83. Chen, Tong & Ma, Ke & Bian, Xuemei & Zheng, Chundong & Devlin, James, 2018. "Is high recovery more effective than expected recovery in addressing service failure? — A moral judgment perspective," Journal of Business Research, Elsevier, vol. 82(C), pages 1-9.
  84. Cheong Kim & Hyeon Gyu Jeon & Kun Chang Lee, 2020. "Discovering the Role of Emotional and Rational Appeals and Hidden Heterogeneity of Consumers in Advertising Copies for Sustainable Marketing," Sustainability, MDPI, vol. 12(12), pages 1-20, June.
  85. Valentina Sommovigo & Ilaria Setti & Piergiorgio Argentero, 2019. "The Role of Service Providers’ Resilience in Buffering the Negative Impact of Customer Incivility on Service Recovery Performance," Sustainability, MDPI, vol. 11(1), pages 1-22, January.
  86. Fan-Yun Pai & Tsu-Ming Yeh & Liang-Yu Lin, 2018. "Relationship Level and Customer Response to Service Recovery," Social Indicators Research: An International and Interdisciplinary Journal for Quality-of-Life Measurement, Springer, vol. 140(3), pages 1301-1319, December.
  87. Al-Ababneh, Mukhles M. & Al-Sabi, Samer M. & Al-Shakhsheer, Firas J. & Habiballah, Ma’moun A., 2018. "Mediating Role Of Empowerment Between Total Quality Management (Tqm) And Service Recovery Performance In The Hotel Industry," Journal of Tourism, Sustainability and Well-being, Cinturs - Research Centre for Tourism, Sustainability and Well-being, University of Algarve, vol. 6(3), pages 286-313.
  88. Yuan-Shuh Lii & May-Ching Ding & Chih-Huang Lin, 2018. "Fair or Unfair: The Moderating Effect of Sustainable CSR Practices on Anticipatory Justice Following Service Failure Recovery," Sustainability, MDPI, vol. 10(12), pages 1-21, December.
  89. Carol Azab & Jonas Holmqvist, 2022. "Discrimination in Services: How Service Recovery Efforts Change with Customer Accent," Journal of Business Ethics, Springer, vol. 180(1), pages 355-372, September.
  90. Assaf, A. George & Josiassen, Alexander & Gillen, David, 2014. "Measuring firm performance: Bayesian estimates with good and bad outputs," Journal of Business Research, Elsevier, vol. 67(6), pages 1249-1256.
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  92. Jevtić, Jelena & Tomić, Slavica & Leković, Ksenija, 2021. "Perception of Fairness of Interaction in Handling Complaints of Users of Travel Agency Services: Evidence from Serbia and Croatia," Proceedings of the ENTRENOVA - ENTerprise REsearch InNOVAtion Conference (2021), Hybrid Conference, Zagreb, Croatia, in: Proceedings of the ENTRENOVA - ENTerprise REsearch InNOVAtion Conference, Hybrid Conference, Zagreb, Croatia, 9-10 September 2021, pages 190-200, IRENET - Society for Advancing Innovation and Research in Economy, Zagreb.
  93. Yizhi Liu & Xuan Lu & Chengjiang Li & Gang Zhao, 2022. "The Influence of Content Presentation on Users’ Intention to Adopt mHealth Applications: Based on the S-O-R Theoretical Model," Sustainability, MDPI, vol. 14(16), pages 1-20, August.
  94. Wenzel, Stefanie & Benkenstein, Martin, 2018. "Together always better? The impact of shopping companions and shopping motivation on adolescents' shopping experience," Journal of Retailing and Consumer Services, Elsevier, vol. 44(C), pages 118-126.
  95. Kumar, Vikas & Kaushal, Vikrant, 2021. "Perceived brand authenticity and social exclusion as drivers of psychological brand ownership," Journal of Retailing and Consumer Services, Elsevier, vol. 61(C).
  96. Hyun-Kyung Choi & Sang-Soo Kim & Bum-Seok Kim, 2023. "Perceived Justice and Customer Loyalty in the Situation of Beauty Service Failure," SAGE Open, , vol. 13(4), pages 21582440231, December.
  97. Abílio Bragança Milheiro & Bruno Barbosa Sousa & Vasco Ribeiro Santos & Catarina Bragança Milheiro & Estela Vilhena, 2024. "Understanding the Role of Brand Attachment in the Automotive Luxury Brand Segment," Administrative Sciences, MDPI, vol. 14(6), pages 1-27, June.
  98. Jeanpert, Sophie & Jacquemier-Paquin, Laure & Claye-Puaux, Sophie, 2021. "The role of human interaction in complaint handling," Journal of Retailing and Consumer Services, Elsevier, vol. 62(C).
  99. Gómez Fernández, Juan F. & Márquez, Adolfo Crespo & López-Campos, Mónica A., 2016. "Customer-oriented risk assessment in network utilities," Reliability Engineering and System Safety, Elsevier, vol. 147(C), pages 72-83.
  100. Enakrire Blessing & Lubbe Sam & Ohei Kenneth Nwanua, 2022. "Measuring service quality delivered to undergraduate students at a public university in South Africa," HOLISTICA – Journal of Business and Public Administration, Sciendo, vol. 13(2), pages 41-62, December.
  101. Jafarzadeh, Hamed & Tafti, Mahdi & Intezari, Ali & Sohrabi, Babak, 2021. "All's well that ends well: Effective recovery from failures during the delivery phase of e-retailing process," Journal of Retailing and Consumer Services, Elsevier, vol. 62(C).
  102. Chih-Wen Wu & Kun-Huang Huarng & Surya Fiegantara & Pai-Chi Wu, 2012. "The impact of online customer satisfaction on the yahoo auction in Taiwan," Service Business, Springer;Pan-Pacific Business Association, vol. 6(4), pages 473-487, December.
  103. Jesús Cambra-Fierro & Iguácel Melero-Polo & F. Javier Sese, 2016. "Can complaint-handling efforts promote customer engagement?," Service Business, Springer;Pan-Pacific Business Association, vol. 10(4), pages 847-866, December.
  104. Akamavi, Raphaël K. & Mohamed, Elsayed & Pellmann, Katharina & Xu, Yue, 2015. "Key determinants of passenger loyalty in the low-cost airline business," Tourism Management, Elsevier, vol. 46(C), pages 528-545.
  105. Millissa F. Y. Cheung & W. M. To, 2017. "The effect of organizational responses to service failures on customer satisfaction perception," Service Business, Springer;Pan-Pacific Business Association, vol. 11(4), pages 767-784, December.
  106. Schminke, Marshall & Caldwell, James & Ambrose, Maureen L. & McMahon, Sean R., 2014. "Better than ever? Employee reactions to ethical failures in organizations, and the ethical recovery paradox," Organizational Behavior and Human Decision Processes, Elsevier, vol. 123(2), pages 206-219.
  107. Chiu, Su-Chin & Liu, Chih-Hsing & Tu, Jin-Hua, 2016. "The influence of tourists' expectations on purchase intention: Linking marketing strategy for low-cost airlines," Journal of Air Transport Management, Elsevier, vol. 53(C), pages 226-234.
  108. Tzu-En Lu & Yi-Hsuan Lee & Jer-Wei Hsu, 2020. "Does Service Recovery Really Work? The Multilevel Effects of Online Service Recovery Based on Brand Perception," Sustainability, MDPI, vol. 12(17), pages 1-23, August.
  109. Lee, Younghan & Kim, Milyang & Koo, Jakeun, 2016. "The impact of social interaction and team member exchange on sport event volunteer management," Sport Management Review, Elsevier, vol. 19(5), pages 550-562.
  110. Merle, Aurélie & St-Onge, Anik & Sénécal, Sylvain, 2022. "Does it pay to be honest? The effect of retailer-provided negative feedback on consumers’ product choice and shopping experience," Journal of Business Research, Elsevier, vol. 147(C), pages 532-543.
  111. Casidy, Riza & Shin, Hyunju, 2015. "The effects of harm directions and service recovery strategies on customer forgiveness and negative word-of-mouth intentions," Journal of Retailing and Consumer Services, Elsevier, vol. 27(C), pages 103-112.
  112. Zhou, Qilou (Bill) & Zhang, Jie & Edelheim, Johan R., 2013. "Rethinking traditional Chinese culture: A consumer-based model regarding the authenticity of Chinese calligraphic landscape," Tourism Management, Elsevier, vol. 36(C), pages 99-112.
  113. Bin Shahriar Shamsul Huq & Khan Md. Fayjullah & Arafat Sayed & Islam Mahbub Ul, 2018. "Service Recovery Strategies versus Customers’ Expectations, Race for Sustainability: a Qualitative Study on Micro Brands," Marketing – from Information to Decision Journal, Sciendo, vol. 1(2), pages 42-53, December.
  114. Ashutosh Tiwari & Timothy J. Richards, 2016. "Social Networks and Restaurant Ratings," Agribusiness, John Wiley & Sons, Ltd., vol. 32(2), pages 153-174, April.
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