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
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“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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Cited by
Sorted by citations
Consumer trust, value, and loyalty in relational exchanges
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Customer Satisfaction: A Meta-Analysis of the Empirical Evidence
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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
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