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

The DOI matches its Crossref record; 28 of the 28 references it cites were found in a registry or an index.

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

Open access

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

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

Open this paper in CoChat — free account

Integrity signals

Registry

Crossref · 10.1016/0148-2963(92)90014-3

Cites

28 of 28 references verified0 citation errors · 0 not checkable

Statistics

Recomputing p-values needs the paper’s full text.

Claims the paper makes

We couldn’t retrieve this paper’s full text, so its claims and self-check weren’t run. The registry and citation checks still apply.

Claims other papers make about this one

Each is checked against this paper’s own text: does it say what the citing paper says it does?

Advances in Consumer Research
(2025) · doi:10.53555/acr.v2i2 · Cited by 13,486
Inequity In Social Exchange
Adams, J. S. (1965) · Advances in Experimental Social Psychology · doi:10.1016/s0065-2601(08)60108-2 · Cited by 10,818
The Social Psychology of Procedural Justice
Lind, E. A., & Tyler, T. R. (1988) · Critical Issues in Social Justice · doi:10.1007/978-1-4899-2115-4 · Cited by 6,585
Untitled work
(1970) · Cited by 3,618
The Functional Approach to the Study of Attitudes
Katz, D. (1960) · Public Opinion Quarterly · doi:10.1086/266945 · Cited by 3,130
Equity, Equality, and Need: What Determines Which Value Will Be Used as the Basis of Distributive Justice?
Deutsch, M. (1975) · Journal of Social Issues · doi:10.1111/j.1540-4560.1975.tb01000.x · Cited by 2,850
Interactional justice : communication criteria of fairness
Bies, R. (1986) · Medical Entomology and Zoology · Cited by 2,761
Consumer Perceptions of Interpersonal Equity and Satisfaction in Transactions: A Field Survey Approach
Oliver, R. L., & Swan, J. E. (1989) · Journal of Marketing · doi:10.1177/002224298905300202 · Cited by 2,084
A Role Theory Perspective on Dyadic Interactions: The Service Encounter
Solomon, M. R., Surprenant, C., Czepiel, J. A., & Gutman, E. G. (1985) · Journal of Marketing · doi:10.2307/1251180 · Cited by 2,004
Materialism: Trait Aspects of Living in the Material World
Belk, R. W. (1985) · Journal of Consumer Research · doi:10.1086/208515 · Cited by 1,966

Show all 28 references

Research works printed but not linked: 2

Etzel, 1981, A Managerial Perspective on Directions for Retail Customer Dissatisfaction Research, Journal of Retailing, 57, 124
Sellers, 1988, How to Handle Customers' Gripes, Fortune, 88f

Sorted by citations

Items 401–500 of 777

Sharing the Responsibility for Service Failure with Customers: The Effects of Informed Choice and Outcome Foreseeability on Customer Loyalty and Exit
Cranage, D. A., Sujan, H., & Godbey, G. C. (2006) · Journal of Hospitality & Leisure Marketing · doi:10.1300/j150v13n03_11 · Cited by 9
Customer Satisfaction With Complaint Resolution in the Power Sector in a Developing Economy
Andaleeb, S. S., Huda, S. S. M. S., Akhtar, A., & Dilshad, S. (2012) · Journal of Nonprofit & Public Sector Marketing · doi:10.1080/10495142.2012.705178 · Cited by 9
Safety Perception of Turkish and European Passengers in Turkish Airports: A Cross-National Comparison
Güreş, N., Demirer, H., Aldemir, S., Tayfur, L., & Arslan, S. (2011) · International Journal of Business and Management · doi:10.5539/ijbm.v6n4p90 · Cited by 9
Is beauty a gift or a curse? The influence of an offender's physical attractiveness on forgiveness
Phillips, A., & HRANEK, C. (2011) · Personal Relationships · doi:10.1111/j.1475-6811.2011.01370.x · Cited by 9
ANÁLISIS DEL COMPORTAMIENTO DE QUEJA DEL CONSUMIDOR: UNA INVESTIGACIÓN EXPLORATORIA EN EL CONTEXTO DE LOS RESTAURANTES
Velázquez, B. M., Contrí, G. B., Saura, I. G., & Blasco, M. F. (2008) · Investigaciones Europeas de Dirección y Economía de la Empresa · doi:10.1016/s1135-2523(12)60021-5 · Cited by 9
Service Fairness Scale: Development, Validation, and Structure
Ting, S. (2013) · International Journal of Marketing Studies · doi:10.5539/ijms.v5n6p25 · Cited by 9
Look Who's Talking! Impact of Communication Relationship Satisfaction on Justice Perceptions
Aggarwal-Gupta, M., & Kumar, R. (2010) · Vikalpa The Journal for Decision Makers · doi:10.1177/0256090920100304 · Cited by 9
Internet Channel Cannibalization and its influence on salesperson performance outcomes in an emerging economy context
Sharma, D., Pandey, S. K., Chandwani, R. K., Pandey, P., & Joseph, R. P. (2018) · Journal of Retailing and Consumer Services · doi:10.1016/j.jretconser.2018.09.005 · Cited by 9
Order of justice in queues of emerging markets
Chatterjee, S. (2020) · Journal of Consumer Marketing · doi:10.1108/jcm-04-2019-3178 · Cited by 9
Towards a better understanding of the concept of revenge against banks
Elhajjar, S. (2022) · International Journal of Bank Marketing · doi:10.1108/ijbm-11-2021-0528 · Cited by 9
Cognition and affect: A factors combination in clients dissatisfied with restaurants
Velázquez, B. M., Saura, I. G., & Contrí, G. B. (2010) · Journal of Retail & Leisure Property · doi:10.1057/rlp.2010.15 · Cited by 9
Responding to Ethical and Competence Failures
Raju, S., & Rajagopal, P. (2008) · ACR North American Advances · Cited by 9
The benefits of corporate social responsibility: an empirical study
Galbreath, J. (2008) · eSpace (Curtin University) · Cited by 9
Salespeople, Fairness, and Buyer Satisfaction: What about Emotions?
Siadou‐Martin, B., Vidal, D., Poujol, J. F., & Tanner, J. F. (2017) · Journal of Business-to-Business Marketing · doi:10.1080/1051712x.2017.1345261 · Cited by 9
Physician gender and apologies in clinical interactions
Hill, K. M., & Blanch‐Hartigan, D. (2017) · Patient Education and Counseling · doi:10.1016/j.pec.2017.12.005 · Cited by 9
Perceived justice in South African airline and hospital industries: measurement model
Meyer-Heydenrych, C. F. D., Petzer, D. J., Svari, S., & Svensson, G. (2013) · International Journal of Quality and Service Sciences · doi:10.1108/ijqss-04-2013-0021 · Cited by 9
Dimensional Roles of Justice on Post-Recovery Overall Satisfaction and Behavioral Intentions
Ok, C. “., Back, K., & Shanklin, C. W. (2005) · Journal of Foodservice Business Research · doi:10.1300/j369v08n03_02 · Cited by 9
Development of a Viewing-Purchase Model for Live Streaming Commerce: A Social Exchange Perspective
Choi, H., Kim, J., & Park, J.-T. (2024) · International Journal of Human-Computer Interaction · doi:10.1080/10447318.2024.2427901 · Cited by 8
Expressing gratitude versus empathetic apology: which one is better to use as an initial recovery strategy after a service failure?
Ahmadi, A., & Fakhimi, S. (2021) · Journal of Contemporary Marketing Science · doi:10.1108/jcmars-01-2021-0001 · Cited by 8
A century of research on complaints: longitudinal bibliometric analysis of WoS (1900–2019)
Küster-Boluda, A., López, N. V., & Boluda, I. K. (2022) · Total Quality Management & Business Excellence · doi:10.1080/14783363.2022.2030213 · Cited by 8
The dynamics of perceived justice and its outcomes in the online tourism sector: inter-relationships and temporal and carryover effects
Kim, K., & Ha, H. (2023) · Current Issues in Tourism · doi:10.1080/13683500.2023.2280145 · Cited by 8
Avaliação de justiça e intenção de turnover em equipes de vendas: teste de um modelo teórico
Lopes, E. L., Moretti, S. L. D. A., & Brashear, T. G. (2011) · Revista de Administração de Empresas · doi:10.1590/s0034-75902011000600005 · Cited by 8
CUSTOMER PREFERENCES FOR DIFFERENT SERVICE QUALITY DIMENSIONS IN SELECTED E-COMMERCE WEBSITES IN INDIA
Sharma, A., & Bahl, S. (2019) · JOURNAL OF MANAGEMENT · doi:10.34218/jom.6.3.2019.010 · Cited by 8
Stakeholderdialog auf Facebook – Entschuldigung und Verantwortungsübernahme als vertrauensfördernde Reaktion auf Online-Beschwerden in sozialen Netzwerken
Wiencierz, C., Moll, R., & Röttger, U. (2014) · Springer eBooks · doi:10.1007/978-3-658-03396-5_7 · Cited by 8
Exploration of Fairness in Health Services: A Qualitative Analysis
Pérez-Arechaederra, D., Herrero, C., Lind, E. A., & Masip, J. (2010) · Health Marketing Quarterly · doi:10.1080/07359683.2010.495299 · Cited by 8
Customer satisfaction, service failure, and service recovery
Ryan, C., & Gu, H. (2009) · Routledge eBooks · doi:10.4324/9780080569437-18 · Cited by 8
What Is Brand Hate?
Kucuk, S. U. (2016) · Springer eBooks · doi:10.1007/978-3-319-41519-2_2 · Cited by 8
The Effect of Employee Behaviors on Consumers' Emotions and Behavioral Intentions in Positive Service Encounters
Kageyama, Y. (2016) · Journal of International Crisis and Risk Communication Research · Cited by 8
Understanding the Impact of Service Failure and Recovery Justice on Consumers’ Satisfaction and Repurchase Intention
Huang, S., Hung, Y. W., Fu, T.-W., Hsu, J. S., & Chiu, C. (2015) · Pacific Asia Conference on Information Systems · Cited by 8
The interplay of management response and individual power in digital service environments from a bystander's perspective
Huang, R., & Ha, S. (2020) · Journal of service management · doi:10.1108/josm-09-2018-0307 · Cited by 8
Einflussfaktoren und Auswirkungen der Beschwerdezufriedenheit im Social Media-Bereich – Eine empirische Untersuchung
Hadwich, K., & Keller, C. (2013) · Springer eBooks · doi:10.1007/978-3-658-01248-9_24 · Cited by 8
A segmentation model of consumer satisfaction/dissatisfaction with the complaint-resolution process
Richard, M. D., & Adrian, C. M. (1995) · The International Review of Retail Distribution and Consumer Research · doi:10.1080/09593969500000005 · Cited by 8
Selecting indicators of acupuncture service quality using analytic hierarchy process
Wu, C.-C., Ho, C.-C., & Yang, K.-C. (2023) · European Journal of Integrative Medicine · doi:10.1016/j.eujim.2023.102324 · Cited by 7
Service Recovery Activities and Customer Satisfaction: Mediating Role of Justice Dimensions: A Case Study of China
XiaoRan, W., & Omar, R. (2014) · Asian Social Science · doi:10.5539/ass.v10n18p253 · Cited by 7
Buffering the service failure-induced effect of anger on revenge
Walsh, G., Deseniss, A., Ivens, S., & Schaarschmidt, M. (2019) · Kybernetes · doi:10.1108/k-01-2019-0071 · Cited by 7
Perceived justice and service recovery satisfaction in a post-transition economy
Gidaković, P., & Čater, B. (2021) · Journal of East European Management Studies · doi:10.5771/0949-6181-2021-1-10 · Cited by 9
The Impact of Service Recovery Processes on Consumer Trust and Loyalty in Car Repair Services
dos Santos, C. P., & Fernandes, D. V. H. D. (2008) · Latin American Business Review · doi:10.1080/10978520802084313 · Cited by 7
Antecedent and Outcomes of Satisfaction with Service Recovery: A Study among Mobile Phone Users in Central Region of Malaysia
Piaralal, N. K., Piaralal, S. K., & Bhatti, M. A. (2014) · Asian Social Science · doi:10.5539/ass.v10n12p210 · Cited by 7
Exploring Relationship Among Customer Dissatisfaction, Complaints, And Loyalty In The Virtualized Environment: Roles Of Advanced Services
Cho, Y. C. (2014) · International Business & Economics Research Journal (IBER) · doi:10.19030/iber.v12i11.8381 · Cited by 6
Customer Satisfaction Perpetuates Loyalty: A Case Study
Arumugam, N., Subramaniam, A. L. B., Mylvaganam, G., & Singh, K. (2020) · International Journal of Academic Research in Business and Social Sciences · doi:10.6007/ijarbss/v10-i12/8282 · Cited by 7
The nature of vicarious embarrassment
Ziegler, A. H., Allen, A. M., Peloza, J., & Norris, J. I. (2022) · Journal of Business Research · doi:10.1016/j.jbusres.2022.08.038 · Cited by 7
PERILAKU KOMPLAIN DAN PENGARUHNYA TERHADAP KEPUASAN DAN LOYALITAS PELANGGAN JASA
Ghoniyah, N. (2014) · Cited by 7
Processes underlying the development and evolution of salespersonsõ job satisfaction/dissatisfaction: a conceptual framework
Darmon, R. Y. (2011) · Canadian Journal of Administrative Sciences / Revue Canadienne des Sciences de l Administration · doi:10.1002/cjas.190 · Cited by 7
Loyalty in the supermarket
Vieira, V. A., & Damacena, C. (2007) · BAR - Brazilian Administration Review · doi:10.1590/s1807-76922007000300005 · Cited by 7
Priority Factors of Service Recovery Strategy in Distribution Channel
Han, S., Jung, K. S., Lee, M. S., & Lee, J. W. (2015) · ASIA MARKETING JOURNAL · doi:10.15830/amj.2015.17.2.97 · Cited by 6
‘Do not be Deteriorated by service failures, Learn from them and start managing it’: Conditions and mechanisms for managing online service failures
Manu, C., & Sreejesh, S. (2024) · Journal of Retailing and Consumer Services · doi:10.1016/j.jretconser.2024.104017 · Cited by 6
Kundenrückgewinnung und Dialogmarketing
Mann, A. (2009) · Gabler eBooks · doi:10.1007/978-3-8349-8535-4_7 · Cited by 6
Handle with care! Service contract termination as a service delivery task
Wetzel, H. A., Haenel, C. M., & Hess, A. C. (2022) · European Journal of Marketing · doi:10.1108/ejm-03-2021-0203 · Cited by 6
The Impact of Customer Perceived Justice on Target-Based Customer Citizenship Behaviors: The Mediating Effects of Customer Trust and Affective Commitment
Ali, A. H. M., & Song, J. (2023) · Review of Marketing Science · doi:10.1515/roms-2022-0063 · Cited by 6
Do repertório de comportamentos do consumidor: retaliação e vingança no ciberespaço
de Albuquerque, F. M. F., Pereira, R. D. C. D. F., & Bellini, C. G. P. (2011) · Revista de Administração · doi:10.5700/rausp1003 · Cited by 6
Justicia percibida y satisfacción del cliente con la solución del problema como determinantes de la lealtad en contextos de fallo de servicio
Casielles, R. V., Álvarez, L. S., Martín, A. M. D., & Lanza, A. B. D. R. (2007) · Dialnet (Universidad de la Rioja) · Cited by 6
Exploring Predictive Switching Factors for Mobile Number Portability
Kaur, G., & Sambyal, R. (2016) · Vikalpa The Journal for Decision Makers · doi:10.1177/0256090916631638 · Cited by 6
Messages in the Bottle: Customers' Reactions to Expertise, Blame, and Compensation After a Severe Cruising Crisis
Soulard, J., & Petrick, J. F. (2016) · Tourism in Marine Environments · doi:10.3727/154427315x14513374773689 · Cited by 6
Analysing the fulfilment of service recovery paradox in retailing
Gardó, T. F., Velázquez, B. M., Molina, M. E. R., & Šerić, M. (2017) · The International Review of Retail Distribution and Consumer Research · doi:10.1080/09593969.2017.1309675 · Cited by 6
Creating Brand Evangelists Through Service Recovery: Evidence from the Restaurant Industry
Rashid, M. H. A., Ahmad, F., & Hasanordin, R. (2017) · Advanced Science Letters · doi:10.1166/asl.2017.7584 · Cited by 6
Core Chinese cultural values: Perceived justice and post-recovery satisfaction in higher education services
Lee, J. L.-M., Cheng, C., & Liu, V. S.-W. (2022) · Service Business · doi:10.1007/s11628-022-00490-z · Cited by 6
The Role of Perceived Intent in Consumer Penalty Evaluation
Kim, Y. “. K. (2007) · Services Marketing Quarterly · doi:10.1300/j396v28n03_05 · Cited by 6
Research on satisfaction recovery from service failure due to attitude defect and unfair price: A dynamic and longitudinal evaluation model based on customer win-back management
Tang, X., Jia, J., Zhou, T., & Hongjuan, Y. (2010) · Frontiers of Business Research in China · doi:10.1007/s11782-010-0103-2 · Cited by 7
How co-creation uplift suggestion systems’ performance
Gohary, A., Alizadeh, H., & Hanzaee, K. H. (2016) · Asia-Pacific Journal of Business Administration · doi:10.1108/apjba-11-2015-0095 · Cited by 6
Service Recovery from the Customer's Perspective: Extending the Consumer-Directed Theory of Empowerment (CDTE)
Pranić, L. (2008) · TUScholarShare (Temple University) · Cited by 6
Roles of Consumer’s Social Relationship and Perceived Justice Type on Service Recovery Satisfaction
Cho, N.-H., Park, S., & Lim, A.-Y. (2018) · Journal of Industrial Distribution & Business · doi:10.13106/ijidb.2018.vol9.no1.77 · Cited by 5
How perceived social media influences consumers’ WOM on social media: The moderating impact of fear of negative evaluation
Bozkurt, S. (2024) · Journal of Retailing and Consumer Services · doi:10.1016/j.jretconser.2024.104210 · Cited by 7
When Are Apologies Effective? An Investigation of the Components that Increase an Apology's Efficacy
Hill, K. M. (2013) · Cited by 5
When ‘Just’ is Just Not Enough
Krämer, J., & Wiewiorra, L. (2015) · Business & Information Systems Engineering · doi:10.1007/s12599-015-0398-9 · Cited by 5
The Role of Service Recovery in Online Privacy Violation
Hazarika, B., Gerlach, J. H., & Cunningham, L. F. (2018) · International Journal of E-Business Research · doi:10.4018/ijebr.2018100101 · Cited by 5
Exploring Perceived Fairness in Hotel Service Recovery: The Case of Kingdom Plaza, Wuhan
Chen, H., Lee, Y. L., & Weiler, B. (2014) · Asia-Pacific Journal of Innovation in Hospitality and Tourism (APJIHT) · doi:10.7603/s40930-014-0001-3 · Cited by 6
Value recovery with customer dissatisfaction: A study of restaurant services in Pakistan
Kamran, S., & Attiq, M. (2011) · Tourism and Hospitality Research · doi:10.1177/1467358411415088 · Cited by 5
When Design Goes Wrong? Diagnostic Tools for Detecting and Overcoming Failures in Service Experience
Dickinger, A., & Leung, D. (2016) · Tourism on the verge · doi:10.1007/978-3-319-42773-7_15 · Cited by 5
Cultural impact on investment destination choice of US‐multinational corporations in Australia
D’Souza, C., & Peretiatko, R. (2005) · Cross Cultural Management An International Journal · doi:10.1108/13527600510798051 · Cited by 5
Putting the Dollar Signs on Quality: The Benefits of Service Recovery in the Hotel Industry
Mount, D. J. (2012) · Journal of Quality Assurance in Hospitality & Tourism · doi:10.1080/1528008x.2012.643189 · Cited by 5
Assessing the Effects of Service Recovery and Perceived Justice on Customer Satisfaction with SEM
Yang, H.-E., & Peng, K.-H. (2009) · International Conference on Management and Service Science (MASS) · doi:10.1109/icmss.2009.5303393 · Cited by 5
The Determinants of Customer Satisfaction after Service Failure and Recovery
Wang, Y., Chen, R., & Ping, Z. (2007) · International Conference on Service Systems and Service Management · doi:10.1109/icsssm.2007.4280121 · Cited by 5
Evaluación cognitiva y afectiva de las estrategias de recuperación del servicio: relaciones entre justicia percibida, emociones y satisfacción
Casielles, R. V., Álvarez, L. S., & Lanza, A. B. D. R. (2009) · Dialnet (Universidad de la Rioja) · Cited by 5
Understanding psychological contract breach in the customer-firm relationship
Su, L. (2014) · doi:10.31274/etd-180810-265 · Cited by 5
A versenytársak csak egy kattintásra vannak. Az újravásárlási és továbbajánlási szándék alakulása különböző e-kereskedelmi kategóriákban
Kemény, I. (2015) · doi:10.14267/phd.2015030 · Cited by 5
The Effects of Service Recovery Satisfaction on Consumers’ Behavioral Intentions: An Application in North Cyprus Five-Star Hotels
Ikponmwen, E. (2011) · Eastern Mediterranean University Institutional Repository (Eastern Mediterranean University) · Cited by 5
Breaking bad news: How frontline employees cope with bad news disclosure to customers
Delcourt, C., Gremler, D. D., & Greer, D. A. (2025) · Journal of the Academy of Marketing Science · doi:10.1007/s11747-024-01079-w · Cited by 4
Justice and Authenticity of Service Recovery: Effects on Customer Behavioral Intention
Park, E.-J., Kim, M. S., Hanjanghui, & Gon, K. C. (2015) · Journal of Distribution Science · doi:10.15722/jds.13.2.201502.63 · Cited by 4
Does ethnocentrism work? Evaluating the effect of airlines service recovery strategies on airline brand equity
Omar, N. A., Anim, N. A. H. M., Jannat, T., Nazri, M. A., Alam, S. S., & Zaki, H. O. (2024) · Cogent Business & Management · doi:10.1080/23311975.2024.2433709 · Cited by 4
A construção de uma tipologia dos consumidores para resposta à insatisfação
Santos, C., & Fernandes, D. V. D. H. (2010) · BASE - Revista de Administração e Contabilidade da Unisinos · doi:10.4013/base.2010.71.03 · Cited by 4
The Effect of Frontline Employee Efforts in Service Recovery Performance
Pai, F., & Yeh, T. (2017) · International Journal of e-Education e-Business e-Management and e-Learning · doi:10.17706/ijeeee.2017.7.4.264-271 · Cited by 4
Study on Relationship between Recovery Justice,Customers’ Empathy, Recovery Satisfaction and Relationship Continuance Intention
Kim, Y. K. (2016) · Journal of Consumption Culture · doi:10.17053/jcc.2016.19.4.002 · Cited by 4
Impacts of the COVID-19 pandemic on airline passengers’ recovery satisfaction: An experimental study
Istijanto, I. (2021) · Transportation Research Interdisciplinary Perspectives · doi:10.1016/j.trip.2021.100487 · Cited by 4
Pengaruh Keadilan Distributif, Keadilan Prosedural, Keadilan Interaksional terhadap Kepuasan Konsumen, WOM Positif, WOM Negatif dan Niat Membeli Ulang Konsumen
Sekolah Bisnis dan Ekonomi, U. P. M., Albertus, C., Neysa, G., Sekolah Bisnis dan Ekonomi, U. P. M., Istijanto, I., Sekolah Bisnis dan Ekonomi, U. P. M., Budiman, A., & Sekolah Bisnis dan Ekonomi, U. P. M. (2019) · Kajian Branding Indonesia · doi:10.21632/kbi.1.1.1-20 · Cited by 6
Dynamics of user-generated content and service failure recovery: evidence from millennials
Ozuem, W., Willis, M., Ranfagni, S., Howell, K. E., & Rovai, S. (2023) · Qualitative Market Research An International Journal · doi:10.1108/qmr-08-2022-0124 · Cited by 4
The Impact of Bank Responses to Recovery Service Satisfaction
Quý, V. T., & Lan, P. T. B. (2015) · Asian Economic and Financial Review · doi:10.18488/journal.aefr/2015.5.9/102.9.1076.1090 · Cited by 4
THE SERVICE FAILURE AND RECOVERY STRATEGIES IN LOGISTICS SERVICE SECTOR
Gidener, N. G. (2016) · Celal Bayar Üniversitesi Sosyal Bilimler Dergisi · doi:10.18026/cbusos.03006 · Cited by 5
EMCEL, ¿cómo ejecutar una buena recuperación del servicio?
Sánchez, J. M. G., & Manfredi, L. (2016) · Estudios Gerenciales · doi:10.1016/j.estger.2016.09.001 · Cited by 4
The missing link: Fairness as the ultimate determinant of service profitability?!
Kuppelwieser, V. G., Klaus, P., Baruch, Y., & Manthiou, A. (2018) · Recherche et Applications en Marketing (English Edition) · doi:10.1177/2051570717745833 · Cited by 4
How Do Employees in Different Job Roles in the Insurance Industry Use Mobile Technology Differently at Work?
Lu, M.-H., Lin, W., & Yueh, H. (2018) · IEEE Transactions on Professional Communication · doi:10.1109/tpc.2018.2796998 · Cited by 4
Can the Retailer’s ICT Enhance the Impact of Service Recovery Efforts on Customer Satisfaction?
Molina, M. E. R., Gardó, T. F., & Velázquez, B. M. (2019) · Journal of Relationship Marketing · doi:10.1080/15332667.2019.1705744 · Cited by 4
Otomotiv Sektöründe Müşterilerin Atfetme Eğilimlerinin Marka Güveni ve Müşteri Memnuniyeti Perspektifinden İncelenmesi (Investigation of Attribution Tendencies of Customers in Automotive Sector From Brand Trust and Customer Satisfaction Perspective)
Bahar, R. (2021) · Journal of Business Research - Turk · doi:10.20491/isarder.2021.1208 · Cited by 4
Self-Serving Dishonesty Partially Substitutes Fairness in Motivating Cooperation When People Are Treated Fairly
Li, D., Turel, O., Zhang, S., & He, Q. (2022) · International Journal of Environmental Research and Public Health · doi:10.3390/ijerph19106326 · Cited by 4
“Not me” consumer justifications for not reporting suspected price‐fixing activities: Neutralization techniques & counterstrategies
Wong, P., Vanharanta, M., Wan, C., & Lo, M. F. (2023) · Journal of Consumer Behaviour · doi:10.1002/cb.2242 · Cited by 4
Perceived Justice in Service Recovery: Study of Experimental Design on Indonesian Customers
Ellyawati, J., Dharmmes, B. S., Purwanto, B. M., & van Herk, H. (2013) · UAJY Repository (University of Southampton) · Cited by 4
Modeling Structure of Customer Satisfaction with Service Recovery
Yuan, H., Qian, Y., & Zhuo, F. (2010) · International Conference on Service Sciences · doi:10.1109/icss.2010.60 · Cited by 4
AN EVALUATION OF EXPLANATION EFFECTS ON CONSUMER PERCEPTIONS
Lin, C.-Y. (2008) · Social Behavior and Personality An International Journal · doi:10.2224/sbp.2008.36.3.373 · Cited by 4
Building Fashion Customer Loyalty by Service Recovery and the Effect of Explanations on It
Ahn, S.-Y. (2011) · Journal of the Korean Society of Clothing and Textiles · doi:10.5850/jksct.2011.35.7.841 · Cited by 4
Service recovery in a service guarantee context
McQuilken, L., & Bednall, D. (2008) · Deakin Research Online (Deakin University) · Cited by 4
CONSUMER’S EVALUATION ABOUT SERVICE RECOVERY: THE ROLE OF SOCIAL COMPARISON
Bortoli, L. V., & dos Santos, C. P. (2017) · RAM. Revista de Administração Mackenzie · doi:10.1590/1678-69712017/administracao.v18n4p65-86 · Cited by 4

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 › Marketing › 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

About these checks

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.

Confidence bands are shown only for fields calibrated on our annotated test set. None is calibrated yet, so no band is shown.

What counts as a claim ›How we measure confidence ›How we check this ›

Are you an author, or do you see a problem with this page? Request a review

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

Overview

Integrity signals

Verification

Claims the paper makes

Claims other papers make about this one

Citations

Cites

Cited by

Related

Metadata

Record

About these checks