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 accessOverview
Integrity signals
Registry
Cites
Statistics
Verification
Claims the paper makes
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?
In the citing paper
“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
Citations
Cites
(2025) · doi:10.53555/acr.v2i2 · Cited by 13,486
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
(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
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
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
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
Cited by
Sorted by citations
Items 601–700 of 777
SOĞUK ZİNCİRDE İZLENEBİLİRLİK: DENİZYOLU TAŞIMACILIĞINDA KULLANILAN BİR TEKNOLOJİ ÖRNEĞİ
Yıldırım, C., & Olcay, O. (2020) · Dokuz Eylül Üniversitesi Denizcilik Fakültesi Dergisi · doi:10.18613/deudfd.775133 · Cited by 1
An, M., Lee, M., & Choo, H. J. (2015) · Journal of Channel and Retailing · doi:10.17657/jcr.2015.01.31.1 · Cited by 1
Tahir, Z., & Goudarzi, K. (2022) · Developments in marketing science: proceedings of the Academy of Marketing Science · doi:10.1007/978-3-030-89883-0_82 · Cited by 1
Other customers' service failure and recovery encounters: a qualitative exploration
Gupta, N., & Verma, H. V. (2022) · Asia-Pacific Journal of Business Administration · doi:10.1108/apjba-09-2021-0462 · Cited by 1
Gambaran Penanganan Keluhan di Rumah Sakit Amal Sehat Wonogiri
Maklufah, A. A., & Djunawan, A. (2022) · MEDIA KESEHATAN MASYARAKAT INDONESIA · doi:10.14710/mkmi.22.1.7-11 · Cited by 1
Compensating Service Failures: The Moderating Role of Customers’ Political Ideology
Oh, H., & Chan, E. Y. (2024) · Australasian Marketing Journal (AMJ) · doi:10.1177/14413582241252915 · Cited by 1
Lee, M.-S., & Lee, J. Y. (2025) · Journal of Channel and Retailing · doi:10.17657/jcr.2025.1.31.1 · Cited by 1
The pattern of customer complaint behaviour in public transportation
Mikhailov, A., Pefok, K. C., & Yousaf, A. (2009) · Cited by 1
Tang, A. C. (2022) · Digital Archive @ GSU · doi:10.57709/5450666 · Cited by 1
Interpreting value in relationship marketing: a social exchange theory perspective
Pervan, S., & Johnson, L. W. (2002) · Cross Connect (Southern Cross University) · Cited by 1
Khattak, A. J. B. A. K. (2015) · Journals & Books Hosting (International Knowledge Sharing Platform) · Cited by 1
Kwon, S., & Jang, S. S. (2011) · ScholarWorks@UMassAmherst (University of Massachusetts Amherst) · Cited by 1
Se considérer comme un client fidèle affecte-t-il l’évaluation des bénéfices reçus ?
de Kerviler, G. C., & Butori, R. (2015) · Recherche et Applications en Marketing (French Edition) · doi:10.1177/0767370115584882 · Cited by 1
Hong, S.-B. (2013) · The Journal of the Korea Contents Association · doi:10.5392/jkca.2013.13.07.181 · Cited by 1
Is corporate social responsibility linked with firm performance? An alternative test
Galbreath, J., & Shum, P. (2009) · eSpace (Curtin University) · Cited by 1
Management Responses on Third-Party Review Websites: A Focus on Emotions and Service Recovery
Dickinger, A., & Lalicic, L. (2017) · Springer eBooks · doi:10.1007/978-3-319-51168-9_38 · Cited by 1
Lee, J. L. M., Siu, N. Y., & Zhang, T. J. F. (2017) · Developments in marketing science: proceedings of the Academy of Marketing Science · doi:10.1007/978-3-319-47331-4_42 · Cited by 1
Investigating the Impact of Jury Sentencing Recommendations Using Procedural Justice Theory
Ribeiro, G., & Antrobus, E. (2017) · New Criminal Law Review · doi:10.1525/nclr.2017.20.4.535 · Cited by 1
Individual Incentive Based Reward Policy for an Ad Exchange to Mitigate the Threat of Ad Blocking
Kumar, R. (2018) · International Journal of Information Systems and Social Change · doi:10.4018/ijissc.2018070102 · Cited by 1
Consumer perceptions of restaurant employee smoking
Bae, J.-I. S., Kim, T. J., & Foucar‐Szocki, R. (2019) · Journal of Foodservice Business Research · doi:10.1080/15378020.2019.1671118 · Cited by 1
Marka Nefreti ve Olası Sonuçları Üzerinde İşletme Telafi Süreçlerinin Düzenleyici Etkisi
Örs, M., & Yiğit, M. K. (2020) · Opus uluslararası toplum araştırmaları dergisi · doi:10.26466/opus.676294 · Cited by 1
How Can Service Failures Be Recovered? Start with Star Ratings, Personnel Rank, and Failure Severity
Tsao, W.-C., Lin, Y.-S., Liu, Y., Chen, Q., & Li, S.-F. (2020) · International Business Research · doi:10.5539/ibr.v13n7p56 · Cited by 1
Gupta, A. D., & Baksi, A. K. (2020) · Jaipuria International Journal of Management Research · doi:10.22552/jijmr/2020/v6/i2/205277 · Cited by 1
Service Failure, Recovery, and Sustainable Development
Kalagbor, A. N. (2021) · Advances in finance, accounting, and economics book series · doi:10.4018/978-1-7998-7499-7.ch010 · Cited by 1
The Self-Expressiveness of Footprints: Understanding the Drivers of Check-In
Hsieh, S. H., Tseng, T. H., & Lee, C. T. (2014) · Journal of the Association for Information Systems · Cited by 1
Can you ask “too much” of your customers?
Landers, V. M., Gabler, C. B., Hardman, H. E., & Northington, W. M. (2022) · Journal of Services Marketing · doi:10.1108/jsm-10-2021-0394 · Cited by 1
Memarbashi, S. (2012) · Eastern Mediterranean University Institutional Repository (Eastern Mediterranean University) · Cited by 1
Justice, Dissatisfaction, and Public Confidence in the E-GovernancePreprint
Cho, Y. (2014) · SSRN Electronic Journal · doi:10.2139/ssrn.2543418 · Cited by 2
Determinants of Customer Loyalty Towards Prepaid Mobile Cellular Services in Malaysia
Farid, S. M. (2012) · UUM Electronic Theses and Dissertation [eTheses] (Northern University of Malaysia) · Cited by 1
I'm Here, But Maybe Not for Long: Using Complaints to Predict and Value CustomersPreprint
Knox, G., & van Oest, R. D. (2007) · SSRN Electronic Journal · doi:10.2139/ssrn.1032843 · Cited by 1
Nadisic, T. (2008) · HAL · Cited by 1
Moderierende Effekte der Ergebnisfairness auf den Service-Encounter
Lingenfelder, M., & Nöcke, D. (2010) · Gabler eBooks · doi:10.1007/978-3-8349-8577-4_6 · Cited by 1
Satisfaction with service recovery as antecedent of customer loyalty
Álvarez, L. S., Casielles, R. V., Lanza, A. B. D. R., & Martín, A. M. D. (2007) · Dialnet (Universidad de la Rioja) · Cited by 1
Cranage, D. A. (2003) · Journal of Foodservice Business Research · doi:10.1300/j369v06n03_02 · Cited by 1
Service failure and recovery in the airline industry: Evidence from the TRNC
Azimli, A. (2013) · Eastern Mediterranean University Institutional Repository (Eastern Mediterranean University) · Cited by 1
Paradoxical Behaviors of Service Customers Facing Service Failures and Failed Recoveries
Haj‐Salem, N. (2013) · Cited by 1
Ryan, A. M., & Ployhart, R. E. (2012) · Wiley eBooks · doi:10.1002/9781118133880.hop212018 · Cited by 1
Using Complaints to Predict and Value CustomersPreprint
Knox, G., & van Oest, R. D. (2007) · SSRN Electronic Journal · Cited by 1
IMPACT DE L'UTILISATION D'INTERNET SUR LA QUALITE PERÇUE ET LA SATISFACTION DU CONSOMMATEUR
Rolland, S. E. (2003) · HAL · Cited by 1
Interaktionseffizienz im Beziehungslebenszyklus (INTER|CYCLE)
Guggemos, T., Hoffjan, A. H., Hoof, I., Kes, I., Kothe, F., & Woisetschläger, D. M. (2014) · Springer eBooks · doi:10.1007/978-3-658-04086-4_6
Jiménez, J. C. P. (2011) · BURJC Digital (King Juan Carlos University)
An exploratory study of collinearity effects between antecedents of post-complaint satisfactionPreprint
Schwab, P.-N. (2015) · RePEc: Research Papers in Economics
Doing Too Little or Too Much to Recover from Product Failure
Cranage, D. A. (2009) · ScholarWorks@UMassAmherst (University of Massachusetts Amherst)
Chen, J. E., Huang, P.-Y., & Xu, Y. C. (2010) · National University of Singapore
Yanamandram, V. K., & White, L. (2005) · Research Online (University of Wollongong)
Service failure and recovery in the presence of service guarantees
McQuilken, L., & Shaw, R. N. (2005) · Deakin Research Online (Deakin University)
サービス・マーケティングにおける失敗の潜在性とそのリカバリーの有効性
高橋, 郁. (2008) · Quarterly Journal of Marketing · doi:10.7222/marketing.2008.016
Launch communications best practices: Online newspaper paywall context
Vento, M. (2014) · Doria (University of Helsinki)
Managing Perceptions Through Process Visibility to Improve Online Customer Outcomes
da Costa, C. R. M. (2005) · D-Scholarship@Pitt (University of Pittsburgh)
Ayrom, S. (2013) · Eastern Mediterranean University Institutional Repository (Eastern Mediterranean University)
Service recovery strategy research on Chinese telecommunication: A perspective of justice theory
Wang, Z., & Zhou, J. (2014) · International Conference on Service Systems and Service Management · doi:10.1109/icsssm.2014.6943375
Wie reagieren Personen in einer reziproken Situation?
Gierl, H., & Yang, Z. (2010) · der markt · doi:10.1007/s12642-010-0031-x
Money talks it? Service recovery's influence on behavior intention
Liu, D., Wu, J., & Liu, X. (2009) · International Conference on Computers and Industrial Engineering · doi:10.1109/iccie.2009.5223553
The study on the role of employees' authenticity during service recovery
Ji, H.-J. (2013) · Journal of the Korea Academia-Industrial cooperation Society · doi:10.5762/kais.2013.14.11.5541
Abdullah, H. S., Sharif, N., & Wah, Y. B. (2010) · IEEE International Conference on Service Operations and Logistics, and Informatics (SOLI) · doi:10.1109/soli.2010.5551610
Price Evaluations on Tourist of Jeju Tourism Package Product: Focused on Prospect Theory
Park, S., & Kim, T.-H. (2013) · The Journal of the Korea Contents Association · doi:10.5392/jkca.2013.13.06.469
The Analyses of Customer Service Recovery Strategies for the Motor-cycle Industry in Taiwan
Li, M.-J., & Lin, K. (2015) · Journal of Interdisciplinary Mathematics · doi:10.1080/09720502.2014.986917
Study on Structure of Dimensions of Perceived Justice in Service Recovery
Song, Z., & Shenghua, J. (2010) · International Conference on Service Sciences · doi:10.1109/icss.2010.50
Yan, R. (2005) · UA Campus Repository (The University of Arizona)
An Integrated Framework for Understanding the Allocating of Service Recovery Resource
Zhao, H., Zhao, Z., & Sha, Z. (2009) · International Conference on Management and Service Science (MASS) · doi:10.1109/icmss.2009.5303545
Notice of Retraction: Service Recovery's Influence on Perceived Justice and Relationship Quality
Liu, D., Liu, X., & Zhang, X.-G. (2009) · International Conference on Management and Service Science (MASS) · doi:10.1109/icmss.2009.5301472
RetractedFRAMING INFLUENCE ON FAIRNESS PERCEPTIONS OF DIFFERENTIAL PRICES
Iacob, C., Vrânceanu, D. M., & Tatu, C. (2010) · RePEc: Research Papers in Economics
Reklamationer ur ett kundperspektiv
Gustafsson, J. (2011) · Borås Academic Digital Archive (University of Borås)
지역복지서비스에 대한 고객들의 공정성 지각이 고객만족 및 재이용 의도에 미치는 영향
조경식 (2009) · 한국공공관리학보 · doi:10.24210/kapm.2009.23.1.005
Research on the effect of service guarantee on customer satisfaction
Li, X., Bian, G.-L., & Bai, A.-Z. (2008) · International Conference on Management Science and Engineering (ICMSE) · doi:10.1109/icmse.2008.4668996
A Study on the Relationship Dissolution between Fashion Product Consumers and Stores
Kim, E., & Lee, S. (2009) · Journal of the Korean Society of Clothing and Textiles · doi:10.5850/jksct.2009.33.3.366
Tai, C. L., Lin, H. Y., & Tu, H. H. (2013)
Tolon, M., Yeniçeri, T., & Zengin, A. Y. (2014) · RePEc: Research Papers in Economics
The Effects of Service Failure and Service Recovery on Consumers' Post-recovery Behaviors
Lee, L., Wu, W., & Fu, C. (2012)
DETERMINANTS IN A BUSINESS-TO-BUSINESS CONTEXT
Brock, C., Blut, M., Evanschitzky, H., & Kenning, P. H. (2013)
A Study of the Complaint Handling Process at Hotel Gothia Towers
Andersson, E. R., Graselius, H., & Nilsson, K. L. (2004)
Beschwerdebehandlung und Nachbeschwerdeverhalten im interkulturellen Kontext
Wirtschaft, L.-I. (2009)
Sivakumar, S. (2007) · OhioLink ETD Center (Ohio Library and Information Network)
Aktives Beschwerde-Management als Instrument der Kundenbindungsstrategie eines Finanzdienstleisters
Leuteritz, A. (2003) · Deutscher Universitätsverlag eBooks · doi:10.1007/978-3-322-81096-0_16
Bhandari, M. S., & Polonsky, M. J. (2007) · Deakin Research Online (Deakin University)
Baksi, A. K. (2015) · Siddhant- A Journal of Decision Making · doi:10.5958/2231-0657.2015.00001.4
Understanding complaining behaviour and users' preferences for service recovery: an experiment
Drewery, D. (2013) · UWSpace (University of Waterloo) · doi:10.13140/rg.2.1.4585.1761
Araújo, M. A. V., Primo, M. A. M., & Leite, J. Q. (2016) · Revista Produção Online · doi:10.14488/1676-1901.v16i1.2031
Developing a knowledge model to support the management of hotel customer complaints
Zhang, W. (2008) · Victoria University Research Repository (Victoria University)
Influence of Equity and Channel of Compensation on Customer Responses in Online Service Failure
Kim, M. J., & Jonathan, S. (2012) · Journal of Korea Service Management Society · doi:10.15706/jksms.2012.13.4.010
Jouali, J. (2013) · IOSR Journal of Business and Management · doi:10.9790/487x-1256977
Hwang, Y. (2010) · Journal of Consumption Culture · doi:10.17053/jcc.2010.13.2.002
조선배, & 변정우 (2009) · Journal of Korea Service Management Society · doi:10.15706/jksms.2009.10.3.002
Relationship between Satisfaction with Service Recovery and its Drivers
Isayeva, A. (2011) · Khazar journal of humanities and social sciences · doi:10.5782/2223-2621.1050
Constructing Service Recovery Satisfaction Estimation Model Based on BPNN Technique
Hsieh, K. (2013) · INTERNATIONAL JOURNAL ON Advances in Information Sciences and Service Sciences · doi:10.4156/aiss.vol5.issue5.1
A Study on Service Failure, Fairness and Satisfaction of Customers
Park, J.-S., & Kim, M. S. (2015) · Advanced science and technology letters · doi:10.14257/astl.2015.120.37
An Empirical Study on The Effect of Perceived Justice to Service Recovery Satisfaction
Kwon, Y., 박진수, 김선영, & 이한근 (2008) · Journal of Korea Service Management Society · doi:10.15706/jksms.2008.9.3.001
Yi, S. W., & Suh, I. D. (2001) · Journal of Global Academy of Marketing Science · doi:10.1080/12297119.2001.9707526
S.Phabmixay, C. S. P. (2015) · UVaDOC UVaDOC University of Valladolid Documentary Repository (University of Valladolid) · doi:10.35376/10324/16798
Bleuel, W. (2016) · Advances in Economics and Business · doi:10.13189/aeb.2016.040405
A Study on Mobile Application Advertising Users' Perceived Perception and Service Recovery
Kang, M.-Y., Chi, Y.-S., sungeun, L., & Han, K.-S. (2016) · Journal of the Korea society of IT services · doi:10.9716/kits.2016.15.1.269
Nawi, N. C., Fong, M. W., & Tatnall, A. (2014) · Journal of Information Technology Education Research · doi:10.28945/1944
Scrupski, S. (1995) · Datamation
Hee, H. S., & younchunsung (2014) · Asia-Pacific Journal of Business Venturing and Entrepreneurship · doi:10.16972/apjbve.9.1.201402.165
HOW IS CUSTOMER BEHAVIOR INTENTION AFFECTED BY THE RESTAURANT SERVICE FAILURE AND RECOVERY
施雪切, & Shih, H.-C. (2015)
지, 희. (2014) · The Journal of International Trade & Commerce · doi:10.16980/jitc.10.5.201410.655
Ki-Young, K., park, K., & 백종온 (2009) · Culinary Science & Hospitality Research · doi:10.20878/cshr.2009.15.4.022
A study of antecedents of relationship revival
Homburg, C., Hoyer, W. D., & Stock, R. (2007)
Metadata
- 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)
- 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