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
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Citations
Cites
The critical incident technique.
Flanagan, J. C. (1954) · Psychological Bulletin · doi:10.1037/h0061470 · Cited by 8,191
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Cited by
Customer Switching Behavior in Service Industries: An Exploratory Study
Keaveney, S. M. (1995) · Journal of Marketing · doi:10.2307/1252074 · Cited by 2,905
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
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
The Critical Incident Technique in Service Research
Gremler, D. D. (2004) · Journal of Service Research · doi:10.1177/1094670504266138 · Cited by 1,078
An Empirical Investigation of Customer Satisfaction after Service Failure and Recovery
McCollough, M. A., Berry, L. L., & Yadav, M. S. (2000) · Journal of Service Research · doi:10.1177/109467050032002 · Cited by 1,029
Service Failure and Recovery: The Impact of Relationship Factors on Customer Satisfaction
Hess Jr., R. L., Ganesan, S., & Klein, N. M. (2003) · Journal of the Academy of Marketing Science · doi:10.1177/0092070302250898 · Cited by 959
On the relationship between perceived service quality, service loyalty and switching costs
de Ruyter, K., Wetzels, M., & Bloemer, J. (1998) · International Journal of Service Industry Management · doi:10.1108/09564239810238848 · Cited by 564
The impact of perceived justice on consumers' emotional responses to service complaint experiences
Schoefer, K., & Ennew, C. (2005) · Journal of Services Marketing · doi:10.1108/08876040510609880 · Cited by 250
Competitive and Procedural Determinants of Delight and Disappointment in Consumer Complaint Outcomes
Estelami, H. (2000) · Journal of Service Research · doi:10.1177/109467050023006 · Cited by 195
Switching barriers in business‐to‐business services: a qualitative study
Yanamandram, V., & White, L. (2006) · International Journal of Service Industry Management · doi:10.1108/09564230610656980 · Cited by 187
(2010) · doi:10.5555/1734454.1734544 · Cited by 163
Internal service recovery: developing a new construct
Bowen, D. E., & Johnston, R. (1999) · International Journal of Service Industry Management · doi:10.1108/09564239910264307 · Cited by 162
Demographic determinants of electronic commerce (EC) adoption by SMEs: A twist by location factors
Awa, H. O., Baridam, D. M., & Nwibere, B. M. (2015) · Journal of Enterprise Information Management · doi:10.1108/jeim-10-2013-0073 · Cited by 70
Triggers of engagement and avoidance: Applying approach-avoid theory
Kelly, L., Kerr, G., & Drennan, J. (2020) · Journal of Marketing Communications · doi:10.1080/13527266.2018.1531053 · Cited by 44
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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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.
