Consumer responses to service failures: Influence of procedural and interactional fairness perceptions

Goodwin, Cathy; Ross, Ivan

doi:10.1016/0148-2963(92)90014-3

Cited by 777Customer Service Quality and LoyaltyService and Product InnovationEmotional Labor in Professions

Consumer responses to service failures: Influence of procedural and interactional fairness perceptions

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Goodwin, Cathy, Ross, Ivan·1992·Journal of Business Research

DOI 10.1016/0148-2963(92)90014-3

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Past research has operationalized voice as the willingness of a customer to air his or her complaint to a firm.
“Past research has operationalized voice as the willingness of a customer to air his or her complaint to a firm (e.g., Didow and Barksdale 1982;Goodwin and Ross 1992;Sparks and McColl-Kennedy 2001).”
From Recovery Voice and Satisfaction After Service Failure: An Experimental Investigation of Mediating and Moderating Factors (2007) · cites this paper as Goodwin and Ross 1992

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Authors: Goodwin, C., & Ross, I.
Affiliations: University of Manitoba (CA)
University of Minnesota (US)
Corresponding author: Goodwin, Cathy
Venue: Journal of Business Research
Publisher: Elsevier BV
Published: 1992-09
Volume: 25
Issue: 2
Pages: 149-163
ISSN: 0148-2963 (ISSN-L)
DOI: 10.1016/0148-2963(92)90014-3
OpenAlex: W2031564884
Cited by: 777
References: 28
Citations by year: 2026: 12 · 2025: 10 · 2024: 16 · 2023: 23 · 2022: 26 · 2021: 22 · 2020: 35 · 2019: 23 · 2018: 33 · 2017: 33 · 2016: 43 · 2015: 38 · 2014: 48 · 2013: 42 · 2012: 37
FWCI: 4.84
Type: journal article
Language: en
Open access: green
www.krm.or.kr
Licence: cc-by-nc-nd
www.elsevier.com/tdm/userlicense/1.0/ (tdm)
Locations: Journal of Business Research (publishedVersion)
RePEc: Research Papers in Economics (submittedVersion)
기초학문자료센터(KRM) (Korea Research Foundation) (submittedVersion, cc-by-nc-nd)
Topics: Social Sciences › Business, Management and Accounting › Organizational Behavior and Human Resource Management › Customer Service Quality and Loyalty
Social Sciences › Business, Management and Accounting › Marketing › Service and Product Innovation
Social Sciences › Sociology and Political Science › Emotional Labor in Professions
Keywords: service failure, consumer response, procedural justice, interactional justice, apology, voice, customer satisfaction, tangible benefits

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