The DOI matches its Crossref record; 6 of the 6 references it cites were found in a registry or an index.
A typology of retail failures and recoveries
Overview
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Citations
Cites
The critical incident technique.
Flanagan, J. C. (1954) · Psychological Bulletin · doi:10.1037/h0061470 · Cited by 8,191
The Service Encounter: Diagnosing Favorable and Unfavorable Incidents
Bitner, M. J., Booms, B. H., & Tetreault, M. S. (1990) · Journal of Marketing · doi:10.2307/1252174 · Cited by 4,860
Reliability of Nominal Data Based on Qualitative Judgments
Perreault, W. D., & Leigh, L. E. (1989) · Journal of Marketing Research · doi:10.2307/3172601 · Cited by 1,575
Defensive Marketing Strategy by Customer Complaint Management: A Theoretical Analysis
Fornell, C., & Wernerfelt, B. (1987) · Journal of Marketing Research · doi:10.1177/002224378702400401 · Cited by 1,395
A Catastrophe Model for Developing Service Satisfaction Strategies
Oliva, T. A., Oliver, R. L., & MacMillan, I. C. (1992) · Journal of Marketing · doi:10.2307/1252298 · Cited by 812
Goodwin, C., & Ross, I. (1992) · Journal of Business Research · doi:10.1016/0148-2963(92)90014-3 · Cited by 777
Cited by
Customer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing
Tax, S. S., Brown, S. W., & Chandrashekaran, M. (1998) · Journal of Marketing · doi:10.2307/1252161 · Cited by 2,723
Customer Switching Behavior in Service Industries: An Exploratory Study
Keaveney, S. M. (1995) · Journal of Marketing · doi:10.2307/1252074 · Cited by 2,905
A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery
Smith, A. K., Bolton, R. N., & Wagner, J. (1999) · Journal of Marketing Research · doi:10.2307/3152082 · Cited by 2,058
The effects of distributive, procedural, and interactional justice on postcomplaint behavior
Blodgett, J. G., Hill, D. J., & Tax, S. S. (1997) · Journal of Retailing · doi:10.1016/s0022-4359(97)90003-8 · Cited by 1,394
Ganesh, J., Arnold, M. J., & Reynolds, K. E. (2000) · Journal of Marketing · doi:10.1509/jmkg.64.3.65.18028 · Cited by 1,305
Metadata
- Authors
- Kelley, S. W., Hoffman, K. D., & Davis, M. A.
- Venue
- Journal of Retailing
- Publisher
- Elsevier BV
- Published
- 1993-12
- Volume
- 69
- Issue
- 4
- Pages
- 429-452
- ISSN
- 0022-4359 (ISSN-L)
- OpenAlex
- W2025908688
- Cited by
- 870
- References
- 6
- FWCI
- 11.19
- Type
- journal article
- Language
- en
- Open access
- closed
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Registry, retraction, Cites and statistics results are computed, not judged, with one exception: a printed reference that no index lists is read once by a model before it counts as a citation error. Claims are extracted by a model and kept only when their quote appears verbatim in the text; each cited source is then checked, with a model’s help, for whether it says what the claim relies on. Those verdicts can be wrong — read the claim’s quote and the cited source before relying on one.
Statistics and arithmetic are recomputed, not judged.
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How to cite
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- CoChat. (2026). Citation check: A typology of retail failures and recoveries. https://app.cochat.ai/papers/10.1016/0022-4359(93)90016-c
- The paper
- Kelley, S. W., Hoffman, K. D., & Davis, M. A. (1993). A typology of retail failures and recoveries. Journal of Retailing. https://doi.org/10.1016/0022-4359(93)90016-c
Data sources
Bibliographic data: Semantic Scholar, OpenAlex, Crossref.
Contains information from the Semantic Scholar Academic Graph Datasets, made available under the ODC Attribution License (ODC-BY 1.0).
Semantic Scholar’s data is described in: Kinney, R., et al. (2023). The Semantic Scholar Open Data Platform. arXiv:2301.10140.
