Cited by 525Customer Service Quality and LoyaltyService and Product InnovationCultural Differences and Values

The DOI matches its Crossref record; 74 of the 76 references it cites were found in a registry or an index.

Service failure recovery: The moderating impact of individual-level cultural value orientation on perceptions of justice

Patterson, Paul G., Cowley, Elizabeth, Prasongsukarn, Kriengsin·2006·International Journal of Research in Marketing

DOI 10.1016/j.ijresmar.2006.02.004

Open this paper in CoChat — free account

Integrity signals

Registry

Crossref · 10.1016/j.ijresmar.2006.02.004

Cites

74 of 74 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?

Evaluating Structural Equation Models with Unobservable Variables and Measurement Error
Fornell, C., & Larcker, D. F. (1981) · Journal of Marketing Research · doi:10.2307/3151312 · Cited by 109,314
Evaluating structural equation models with unobservable variables and measurement error
Fornell, C., & Larcker, D. F. (1981) · Journal of Marketing Research · doi:10.1177/002224378101800104 · Cited by 109,190
Culture's Consequences: International Differences in Work-Related Values.
Sorge, A. M., & Hofstede, G. (1983) · Administrative Science Quarterly · doi:10.2307/2393017 · Cited by 15,195
Handbook of Social Psychology
DeLamater, J., & Ward, A. (2013) · Handbooks of sociology and social research · doi:10.1007/978-94-007-6772-0 · Cited by 7,590
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
Individualism and Collectivism
Hayek, F. A. (1976) · Routledge eBooks · doi:10.4324/9780203991718-8 · Cited by 6,060
Social Behavior as Exchange
Homans, G. C. (1958) · American Journal of Sociology · doi:10.1086/222355 · Cited by 5,350
Towards an understanding of inequity
Adams, J. S. (1963) · The Journal of Abnormal and Social Psychology · doi:10.1037/h0040968 · Cited by 5,146
Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses
Bitner, M. J. (1990) · Journal of Marketing · doi:10.2307/1251871 · Cited by 5,125
Assessing Measurement Invariance in Cross‐National Consumer Research
Steenkamp, J. E. M., & Baumgartner, H. (1998) · Journal of Consumer Research · doi:10.1086/209528 · Cited by 4,760

Flagged first, then by citations

Show all 76 references

2 of the 76 references couldn’t be matched to a known paper.

Research works printed but not linked: 2

Brady, 2000, Why service stinks, Business Week
Clemmer, 1996, Fair service, vol. 5, 213

Sorted by citations

Items 101–200 of 525

Service failure and service recovery: A hybrid review and research agenda
Sahaf, T. M., & Fazili, A. I. (2023) · International Journal of Consumer Studies · doi:10.1111/ijcs.12974 · Cited by 65
Attribution of Success and Failure in Intercultural Service Encounters: Moderating Role of Personal Cultural Orientations
Tam, J. L. M., Sharma, P., & Kim, N. (2016) · Journal of Services Marketing · doi:10.1108/jsm-01-2015-0010 · Cited by 49
An integrated service recovery system (ISRS)
Vijande, M. L. S., Díaz‐Martín, A. M., Álvarez, L. S., & Lanza, A. B. D. R. (2013) · European Journal of Marketing · doi:10.1108/03090561311306994 · Cited by 55
“Additionally, the potential for common method bias was assessed at this stage (Podsakoff et al., 2003) using the Harman’s (1967) single factor approach.”
MethodResult
The Lexus or the olive tree? Trading off between global convergence and local divergence
van Ittersum, K., & Wong, N. (2010) · International Journal of Research in Marketing · doi:10.1016/j.ijresmar.2009.12.011 · Cited by 51
“interdependent self-construals) (Markus and Kitayama, 1991; Patterson et al. 2006), the use of national cultural value scores was more congruent with our research focus on a pan-regional policy and societal level values such as cultural and economic concerns about”
Service Recovery, Justice Perception, and Forgiveness: The “Other Customers” Perspectives
Shin, H., Casidy, R., & Mattila, A. S. (2017) · Services Marketing Quarterly · doi:10.1080/15332969.2017.1398021 · Cited by 51
Empathic accuracy in artificial intelligence service recovery
Xu, X., Wen, N., & Liu, J. (2023) · Tourism Review · doi:10.1108/tr-06-2023-0394 · Cited by 52
CULTURAL CONFLICTS OR CULTURAL CUSHION?
Ye, B. H., Zhang, H. Q., & Yuen, P. P. (2013) · Annals of Tourism Research · doi:10.1016/j.annals.2013.07.003 · Cited by 50
Effectiveness of recovery actions on deviant customer behavior—The moderating role of gender
Boo, H. C., Mattila, A. S., & Tan, C. Y. (2013) · International Journal of Hospitality Management · doi:10.1016/j.ijhm.2013.06.005 · Cited by 54
Espoused cultural values as antecedents of individuals’ threat and coping appraisal toward protective information technologies: Study of U.S. and Ghana
Crossler, R. E., Andoh‐Baidoo, F. K., & Menard, P. (2018) · Information & Management · doi:10.1016/j.im.2018.11.009 · Cited by 51
Hospitality Employees’ Future Expectations: Dissatisfaction, Stress, and Burnout
Koç, E., & Bozkurt, G. A. (2017) · International Journal of Hospitality & Tourism Administration · doi:10.1080/15256480.2017.1305318 · Cited by 48
When brand anthropomorphism alters perceptions of justice: The moderating role of self-construal
Kwak, H., Puzakova, M., & Rocereto, J. F. (2017) · International Journal of Research in Marketing · doi:10.1016/j.ijresmar.2017.04.002 · Cited by 51
“…inputs, whereas a failure to respond to a customer complaint promptly or not allowing customers to voice their concerns can affect interpretations of procedural justice due to consumer perceptions of unfairness of the procedures used by a firm in a conflict resolution (Patterson et al., 2006).”
Background
Service recovery: Literature review and research issues
Krishna, A., Dangayach, G. S., & Jain, R. (2011) · Journal of Service Science Research · doi:10.1007/s12927-011-0004-8 · Cited by 48
Destination social responsibility drives destination brand loyalty: a case study of domestic tourists in Danang city, Vietnam
Tran, P. T. K., Nguyen, H. K. T., Lộc, N. T. T., Nguyen, H. T., Truong, T. B., & Vinh, T. T. (2023) · International Journal of Tourism Cities · doi:10.1108/ijtc-03-2022-0069 · Cited by 46
The Behavioral Consequences of Service Quality: An Empirical Study in the Chinese Retail Pharmacy Industry
Chen, Y., & Fu, F. Q. (2015) · Health Marketing Quarterly · doi:10.1080/07359683.2015.1000706 · Cited by 46
Geysers or Bubbling Hot Springs? A Cross-Cultural Examination of Customer Rage From Eastern and Western Perspectives
Patterson, P. G., Brady, M. K., & McColl‐Kennedy, J. R. (2016) · Journal of Service Research · doi:10.1177/1094670516649057 · Cited by 46
“Baker, Meyer, and Chebat (2013), Chan, Yim, and Lam (2010), Gertson and Soderberg (2011), Patterson, Cowley, and Prasongsukarn (2006), Zourrig, Chebat, and Toffoli (2009), and others have shown that culture has a pervasive impact on, for example, brand positioning, interfirm collaboration,…”
BackgroundSelf-citation
Investigating the role of customers’ perceptions of employee effort and justice in service recovery
Yani‐de‐Soriano, M., Hanel, P. H. P., Vázquez‐Carrasco, R., Cambra‐Fierro, J., Wilson, A. M., & Centeno, E. (2019) · European Journal of Marketing · doi:10.1108/ejm-09-2017-0570 · Cited by 51
“Studies demonstrate that Hofstede’s cultural dimensions are useful in understanding customers’ evaluations of service recovery, including their perceptions of justice (e.g., Mattila and Patterson, 2004a; Patterson et al., 2006), their perceptions of employee effort,”
BackgroundMethodResultInfluential
Relevant factors that affect service recovery performance
Lin, W. (2009) · Service Industries Journal · doi:10.1080/02642060801935739 · Cited by 46
“For instance, Patterson et al. (2006) designed an experiment to investigate how power distance, uncertain avoidance, and perceptions of centralisation of power interweave with service recovery measures and how such a combination affects justice.”
BackgroundInfluential
Understanding effects of co-creation on cognitive, affective and behavioral evaluations in service recovery: An ethnocultural analysis
Gohary, A., Hamzelu, B., Pourazizi, L., & Hanzaee, K. H. (2016) · Journal of Retailing and Consumer Services · doi:10.1016/j.jretconser.2016.03.016 · Cited by 45
The Moderating Role of Severity of Service Failure in the Relationship among Regret/Disappointment, Dissatisfaction, and Behavioral Intention
Cho, S.-B., Jang, Y. J., & Kim, W. G. (2016) · Journal of Quality Assurance in Hospitality & Tourism · doi:10.1080/1528008x.2016.1169470 · Cited by 45
“In addition, this study used the service failure severity as a moderating variable and adapted it from Casado and colleagues (2008), Mattila (1999), Patterson, Cowley, and Prasongsukarn (2006), and Sajtos and colleagues (2010).”
Method
Determining adequate tangible compensation in service recovery processes for developed and developing countries: The role of severity and responsibility
Bambauer-Sachse, S., & Rabeson, L. E. (2014) · Journal of Retailing and Consumer Services · doi:10.1016/j.jretconser.2014.08.001 · Cited by 49
Opportunity gone in a flash: Measurement of e-commerce service failure and justice with recovery as a source of e-loyalty
Das, S., Mishra, A., & Cyr, D. (2019) · Decision Support Systems · doi:10.1016/j.dss.2019.113130 · Cited by 53
Complaint behavior intentions and expectation of service recovery in individualistic and collectivistic cultures
Park, S. G., Kim, K., & O’Neill, M. (2014) · International Journal of Culture Tourism and Hospitality Research · doi:10.1108/ijcthr-12-2013-0084 · Cited by 49
“On the other hand, Asian consumers from strongly collectivistic cultures were less inclined to complain because they did not want to “lose face” and were more inclined to choose negative word of mouth and quit repurchasing (Foxman et al., 1990; Patterson et al., 2006).”
BackgroundInfluential
Comparative cross‐cultural service quality: an assessment of research methodology
Morales, M., & Ladhari, R. (2011) · Journal of service management · doi:10.1108/09564231111124244 · Cited by 42
“For example, in a recent paper in the service context, Patterson et al. (2006)”
Background
The Role of Customer Engagement in Sustaining Subjective Well-being After a Travel Experience: Findings From a Three-Wave Study
So, K. K. F., Li, J., He, Y., & King, C. (2023) · Journal of Travel Research · doi:10.1177/00472875231182109 · Cited by 47
“They do not realize the time required for the process (Patterson et al., 2006) and have difficulty disengaging from the brand (Dessart et al., 2015).”
Background
Antecedents of Online Service Quality, Commitment and Loyalty
Dai, H., Haried, P., & Salam, A. F. (2011) · Journal of Computer Information Systems · doi:10.1080/08874417.2011.11645535 · Cited by 41
Toward a conceptualization of perceived complaint handling quality in social media and traditional service channels
Sugathan, P., Rossmann, A., & Ranjan, K. R. (2018) · European Journal of Marketing · doi:10.1108/ejm-04-2016-0228 · Cited by 47
Determinants of shopping mall patronage frequency in a developing economy: Evidence from Nigerian mall shoppers
Idoko, E. C., Ukenna, S. I., & Obeta, C. E. (2019) · Journal of Retailing and Consumer Services · doi:10.1016/j.jretconser.2019.02.001 · Cited by 38
The moderating effect of cultural value orientations on behavioral responses to dissatisfactory service experiences
Schoefer, K., Wäppling, A., Heirati, N., & Blut, M. (2019) · Journal of Retailing and Consumer Services · doi:10.1016/j.jretconser.2019.02.009 · Cited by 42
The Impact of Hotel Customer Engagement and Service Evaluation on Customer Behavior Intention: The Mediating Effect of Brand Trust
Chen, X., Wang, Y., Lyu, X., & Zhang, J. (2022) · Frontiers in Psychology · doi:10.3389/fpsyg.2022.852336 · Cited by 59
Perceptions of fair treatment in financial services
Devlin, J. F., Roy, S. K., & Sekhon, H. S. (2014) · European Journal of Marketing · doi:10.1108/ejm-08-2012-0469 · Cited by 40
The ugly side of customer management – Consumer reactions to firm-initiated contract terminations
Lepthien, A., Papies, D., Clément, M., & Melnyk, V. (2017) · International Journal of Research in Marketing · doi:10.1016/j.ijresmar.2017.02.001 · Cited by 39
The Importance of Error Management Culture in Organizations: The Impact on Employee Helping Behaviors During Service Failures and Recoveries in Restaurants
Guchait, P., Paşamehmetoğlu, A., & Lanza-Abbott, J. (2014) · Journal of Human Resources in Hospitality & Tourism · doi:10.1080/15332845.2014.904175 · Cited by 45
The moderating role of nationality on the satisfaction loyalty link: evidence from the tourism industry
Pantouvakis, A. (2013) · Total Quality Management & Business Excellence · doi:10.1080/14783363.2013.776758 · Cited by 38
VALIDATING THE CULTURAL VALUE SCALE (CVSCALE): A CASE STUDY OF THAILAND
Prasongsukarn, K. (2009) · ABAC Journal · Cited by 38
Self-citation
Impact of error management practices on service recovery performance and helping behaviors in the hospitality industry: The mediating effects of psychological safety and learning behaviors
Guchait, P., Lee, C.-H., Wang, C., & Abbott, J. (2015) · Journal of Human Resources in Hospitality & Tourism · doi:10.1080/15332845.2015.1008395 · Cited by 43
Benefitting a few at the expense of many? Exclusive promotions and their impact on untargeted customers
Newman, C. L., Cinelli, M. D., Vorhies, D. W., & Folse, J. A. G. (2018) · Journal of the Academy of Marketing Science · doi:10.1007/s11747-018-0601-x · Cited by 42
From dissatisfied customers to evangelists of the firm: A study of the Spanish mobile service sector
Fierro, J. C., Polo, I. M., & Sesé, F. J. (2013) · BRQ Business Research Quarterly · doi:10.1016/j.cede.2013.10.001 · Cited by 38
“The correlation between perceived justice and post-service recovery satisfaction has been confirmed in earlier studies (Maxham and Netemeyer, 2002; Patterson et al., 2006; Chang and Hsiao, 2008; De Matos et al., 2009; Chang and Chang, 2010).”
Result
When good news is bad news: the negative impact of positive customer feedback on front-line employee well-being
Nasr, L., Burton, J., & Gruber, T. (2015) · Journal of Services Marketing · doi:10.1108/jsm-01-2015-0052 · Cited by 36
“This comes in accordance with Patterson et al. (2006) who found that employees might compromise their equity to encourage or maintain a harmonious relationship with customers and initiate a cycle of reciprocity.”
Background
Why Service Recovery Fails? Examining the Roles of Restaurant Type and Failure Severity in Double Deviation With Justice Theory
Zou, S. S., & Migacz, S. J. (2020) · Cornell Hospitality Quarterly · doi:10.1177/1938965520967921 · Cited by 37
“Previous service recovery research has found several potential moderators, such as service type (Mattila, 2001), customer’s relationship quality levels (Ha & Jang, 2009), and customers’ cultural value orientation (Patterson et al., 2006), yet the current study found that the recovery effectiveness of the three dimensi…”
Background
Customer satisfaction and international business: A multidisciplinary review and avenues for research
Hult, G. T. M., Morgeson, F. V., Sharma, U., & Fornell, C. (2022) · Journal of International Business Studies · doi:10.1057/s41267-022-00546-2 · Cited by 45
Engaging customers with employees in service encounters
Liang, H., Chu, C.-Y., & Lin, J. C. (2020) · Journal of service management · doi:10.1108/josm-06-2018-0175 · Cited by 44
“Finally, human attitudes and behaviorsmay varywidely across cultures (Chan et al., 2010; Mattila, 1999; Patterson et al., 2006).”
Background
The role of human interaction in complaint handling
Jeanpert, S., Jacquemier-Paquin, L., & Claye-Puaux, S. (2021) · Journal of Retailing and Consumer Services · doi:10.1016/j.jretconser.2021.102670 · Cited by 39
Discount reference moderates customers' reactions to discount frames after online service failure
Sharifi, S., & Aghazadeh, H. (2016) · Journal of Business Research · doi:10.1016/j.jbusres.2016.03.044 · Cited by 35
Human or AI robot? Who is fairer on the service organizational frontline
Wu, X., Li, S., Guo, Y., & Fang, S. (2024) · Journal of Business Research · doi:10.1016/j.jbusres.2024.114730 · Cited by 38
The impact of fairness on trustworthiness and trust in banking
Roy, S. K., Devlin, J. F., & Sekhon, H. S. (2015) · Journal of Marketing Management · doi:10.1080/0267257x.2015.1036101 · Cited by 44
“This research considers interactional fairness as the fairness of the manner in which the other exchange party is treated (e.g. courtesy and respect) (Patterson et al., 2006).”
Background
Teamwork orientation and personal learning: The role of individual cultural values and value congruence
Mustafa, G., Glavee-Geo, R., & Rice, P. (2017) · SA Journal of Industrial Psychology · doi:10.4102/sajip.v43i0.1446 · Cited by 35
Deck the Halls With Boughs of Holly to Soften Evaluations of Service Failure
Newton, J., Wong, J., & Casidy, R. (2018) · Journal of Service Research · doi:10.1177/1094670518755316 · Cited by 34
“Participants also completed a 3-item Perception of Social Injustice Scale adapted from existing research (Patterson, Cowley, and Prasongsukarn 2006).”
Method
How to boost frontline employee service recovery performance: the role of cultural intelligence
Costers, A., Vaerenbergh, Y. V., & den Broeck, A. V. (2019) · Service Business · doi:10.1007/s11628-019-00396-3 · Cited by 34
Money for Nothing: The Impact of Compensation on Customers’ Bad-Mouthing in Service Recovery Encounters
Arsenovic, J. F., Edvardsson, B., Otterbring, T., & Tronvoll, B. (2022) · Marketing Letters · doi:10.1007/s11002-021-09611-6 · Cited by 34
A Cross-Cultural Investigation of Customer Reactions to Service Failure and Recovery
de Matos, C. A., Fernandes, D. V. D. H., Leis, R. P., & Trez, G. (2011) · Journal of International Consumer Marketing · doi:10.1080/08961530.2011.578058 · Cited by 34
“Recent studies dealing with service failure/recovery in a cross-cultural context have focused on specific constructs (e.g., perceived justice and customer satisfaction; Patterson et al. 2006).”
Influential
Private and public voice: exploring cultural influence
Swanson, S. R., Frankel, R., Sagan, M., & Johansen, D. (2011) · Managing Service Quality · doi:10.1108/09604521111127947 · Cited by 51
“In cross-cultural investigation of service failure and recovery behaviors, Hofstede's cultural dimensions have been identified as being particularly relevant ( Patterson et al. , 2006”
Background
Mapping the service recovery research landscape: A bibliometric‐based systematic review
Mir, M., Ashraf, R., Syed, T. A., Ali, S., & Nawaz, R. (2023) · Psychology and Marketing · doi:10.1002/mar.21864 · Cited by 48
Big data breaches and customer compensation strategies
Kude, T., Hoehle, H., & Sykes, T. A. (2017) · International Journal of Operations & Production Management · doi:10.1108/ijopm-03-2015-0156 · Cited by 36
The Routledge Handbook of Hospitality Marketing
Gürsoy, D. (2017) · Routledge eBooks · doi:10.4324/9781315445526 · Cited by 35
Effect of Online Product Presentation on the Purchase Intention of Wearable Devices: The Role of Mental Imagery and Individualism–Collectivism
Wu, J., Wang, F., Liu, L., & Shin, D. (2020) · Frontiers in Psychology · doi:10.3389/fpsyg.2020.00056 · Cited by 40
Age matters: How developmental stages of adulthood affect customer reaction to complaint handling efforts
Roschk, H., Müller, J., & Gelbrich, K. (2012) · Journal of Retailing and Consumer Services · doi:10.1016/j.jretconser.2012.11.002 · Cited by 33
A qualitative study on electricity energy-saving behaviour
Sony, M., & Mekoth, N. (2018) · Management of Environmental Quality An International Journal · doi:10.1108/meq-02-2018-0031 · Cited by 33
Service recovery and loyalty of Uber sharing economy: The mediating effect of trust
Amoako, G. K., Dzogbenuku, R. K., & Kumi, D. K. (2021) · Research in Transportation Business & Management · doi:10.1016/j.rtbm.2021.100647 · Cited by 35
Culture’s Influence on the Design and Delivery of the Marketing Mix Elements in Tourism and Hospitality
Koç, E., & Ayyıldız, A. Y. (2021) · Sustainability · doi:10.3390/su132111630 · Cited by 32
Impact of Customer Compensation Strategies on Outcomes and the Mediating Role of Justice Perceptions: A Longitudinal Study of Target’s Data Breach
Hoehle, H., Venkatesh, V., Brown, S. A., Tepper, B. J., & Kude, T. (2022) · MIS Quarterly · doi:10.25300/misq/2022/14740 · Cited by 35
The performance implications of outsourcing customer support to service providers in emerging versus established economies
Raassens, N., Wuyts, S., & Geyskens, I. (2014) · International Journal of Research in Marketing · doi:10.1016/j.ijresmar.2014.01.002 · Cited by 32
Offensive versus defensive marketing: What is the optimal spending allocation?
Martín‐Herrán, G., McQuitty, S., & Sigué, S. P. (2012) · International Journal of Research in Marketing · doi:10.1016/j.ijresmar.2011.10.003 · Cited by 31
Understanding trust across cultures: an empirical investigation
Thanetsunthorn, N., & Wuthisatian, R. (2019) · Review of International Business and Strategy · doi:10.1108/ribs-12-2018-0103 · Cited by 31
Professionals’ interpersonal communications style: does it matter in building client psychological comfort?
Roongruansee, R., Patterson, P., & Ngo, L. (2021) · Journal of Services Marketing · doi:10.1108/jsm-09-2020-0382 · Cited by 23
Self-citation
The influence of service failure and service recovery on airline passengers’ relationships with domestic airlines : an exploratory study
Mostert, P. G., Meyer, C. F. D., & van Rensburg, L. R. J. (2009) · UpSpace Institutional Repository (University of Pretoria) · Cited by 31
Effects of customer inoculation on artificial intelligence service failure
Meng, L. (., Chen, J., Yang, M., & Wang, Y. (2024) · International Journal of Contemporary Hospitality Management · doi:10.1108/ijchm-01-2024-0140 · Cited by 33
The impact of perceived fairness and trustworthiness on customer trust within the banking sector
Gökmenoğlu, K. K., & Amir, A. (2020) · Journal of Relationship Marketing · doi:10.1080/15332667.2020.1802642 · Cited by 36
“As the perception of greater respect positively contributes to customer satisfaction (Patterson et al., 2006), ultimately resulting more frequent social exchanges due to heightened customer trust resulting in greater customer loyalty (Carr, 2007; Roy et al., 2015).”
Background
Online customer engagement in the post-pandemic scenario: a hybrid thematic analysis of the luxury fashion industry
Hoang, D., Kousi, S., & Martinez, L. F. (2022) · Electronic Commerce Research · doi:10.1007/s10660-022-09635-8 · Cited by 45
“Additionally, when synthesized, a remarkable point of this study is how it aligns with prior studies about the three dimensions of CE–Cognitive, Emotional, and Behavioral–by many prestigious CE authors, such as [71, 72], and [73].”
Result
Humanistic Management of Social Innovation in Service (SIS): an Interdisciplinary Framework
Kabadayi, S., Alkire, L., Broad, G. M., Livne‐Tarandach, R., Wasieleski, D. M., & Puente, A. M. (2019) · Humanistic Management Journal · doi:10.1007/s41463-019-00063-9 · Cited by 33
Effect of green advertising attitude on collectivist consumer behavior: an integrative approach
Lee, J. L.-M., Liu, V., & Cheng, C. (2023) · Asia Pacific Journal of Marketing and Logistics · doi:10.1108/apjml-05-2022-0437 · Cited by 32
Uncertainty avoidance as a moderator for influences on foreign resident dining out behaviors
Seo, S., Kim, K., & Jang, J. (2018) · International Journal of Contemporary Hospitality Management · doi:10.1108/ijchm-03-2016-0152 · Cited by 31
Self-Service Technology Recovery: The Effect of Recovery Initiation and Locus of Responsibility
Dao, H. M., & Theotokis, A. (2020) · Journal of Interactive Marketing · doi:10.1016/j.intmar.2020.09.001 · Cited by 34
Examining the impact of locus and justice perception on B2B service recovery
Oflaç, B. S., Sullivan, U. Y., & Aslan, Z. (2021) · Journal of Business and Industrial Marketing · doi:10.1108/jbim-11-2019-0467 · Cited by 29
The antecedents of complaint behaviour for B razilian and F rench consumers of services
de Matos, C. A., & Leis, R. P. (2012) · International Journal of Consumer Studies · doi:10.1111/ijcs.12002 · Cited by 28
“Moreover, considering the global environment, it is expected that the customers’ reactions to a service failure and recovery might be affected by the individual’s cultural orientation, especially because service contacts between customers and firms are also based on social exchanges (Patterson et al., 2006; Ngai et al…”
BackgroundMethodResultInfluential
Online service failure: how consumers from emerging countries react and complain
Rohden, S. F., & de Matos, C. A. (2022) · Journal of Consumer Marketing · doi:10.1108/jcm-01-2021-4366 · Cited by 28
Service quality, emotion recognition, emotional intelligence and Dunning Kruger syndrome
Boz, H., & Koç, E. (2019) · Total Quality Management & Business Excellence · doi:10.1080/14783363.2019.1686971 · Cited by 31
“It was explained above that recognising emotions/facial expressions is crucial for efficient and effective service encounters (Giebelhausen et al., 2014; Koc, 2017; Patterson et al., 2006).”
Background
Travelers’ Psychological Comfort with Local Food Experiences and Place Attachment
Wang, S., Lehto, X. Y., Cai, L. A., Behnke, C., & Kirillova, K. A. (2021) · Journal of Hospitality & Tourism Research · doi:10.1177/10963480211058474 · Cited by 29
“…a tendency of Koreans to be relatively less tolerant of uncertainties compared with the Americans (Ko et al., 2015), Koreans are likely to perceive the sense of comfort with their local food experience as important in creating emotional connections with the destination (Patterson et al., 2006).”
Background
Consumer desire for personalisation of products and services: cultural antecedents and consequences for customer evaluations
Torrico, B. C. H., & Frank, B. (2017) · Total Quality Management & Business Excellence · doi:10.1080/14783363.2017.1304819 · Cited by 27
Influence of social capital on customer’s relationship satisfaction in the Pakistani banking industry
Muhammad, L., Mahadi, B., & Hussin, N. (2017) · Asia Pacific Journal of Marketing and Logistics · doi:10.1108/apjml-10-2016-0193 · Cited by 27
The factors of consumer confidence recovery after scandals in food supply chain safety
Wang, S., & Alexander, P. (2018) · Asia Pacific Journal of Marketing and Logistics · doi:10.1108/apjml-10-2017-0232 · Cited by 27
Perceived organizational customer orientation and frontline employees' innovative behaviors: exploring the role of empowerment and supervisory fairness
Quratulain, S., Al-Hawari, M. A., & Bani‐Melhem, S. (2020) · European Journal of Innovation Management · doi:10.1108/ejim-08-2019-0233 · Cited by 34
Ethical judgment in business: culture and differential perceptions of justice among I talians and G ermans
Stedham, Y. E., & Beekun, R. I. (2013) · Business Ethics A European Review · doi:10.1111/beer.12018 · Cited by 26
Difficulty is a possibility: turning service recovery into e-WOM
Luong, D. B., Wu, K., & Vo, T. H. G. (2021) · Journal of Services Marketing · doi:10.1108/jsm-12-2019-0487 · Cited by 26
Hotel employees’ organizational behaviors from cross-national perspectives
Kim, M., Choi, L., Knutson, B. J., & Borchgrevink, C. P. (2017) · International Journal of Contemporary Hospitality Management · doi:10.1108/ijchm-05-2016-0280 · Cited by 27
Self‐Preservation vs. Collective Resilience as Consumer Responses to National Disasters: A Study on Radioactive Product Contamination
Frank, B., & Schvaneveldt, S. J. (2014) · Journal of Contingencies and Crisis Management · doi:10.1111/1468-5973.12058 · Cited by 28
Effectiveness of Absurdity in Advertising Across Cultures
Gelbrich, K., Gäthke, D., & Westjohn, S. A. (2012) · Journal of Promotion Management · doi:10.1080/10496491.2012.693058 · Cited by 25
Performance appraisal, justice and organizational effectiveness: a comparison between two universities
Kivipõld, K., Türk, K., & Kivipõld, L. (2020) · International Journal of Productivity and Performance Management · doi:10.1108/ijppm-05-2019-0229 · Cited by 25
Impacts of product type and representation type on the perception of justice and price fairness
Isabella, G., Mazzon, J. A., & Dimoka, A. (2017) · Journal of Business Research · doi:10.1016/j.jbusres.2016.10.031 · Cited by 25
Diagnosing the impact of retail bank customers’ perceived justice on their service recovery satisfaction and post-purchase behaviours: an empirical study in financial centre of middle east
Nadi̇ri̇, H. (2016) · Economic Research-Ekonomska Istraživanja · doi:10.1080/1331677x.2016.1164925 · Cited by 32
The doer effect of failure and recovery in multi-agent cases: service supply chain perspective
Yıldırım, C., Oflaç, B. S., & Yurt, Ö. (2018) · Journal of Service Theory and Practice · doi:10.1108/jstp-05-2016-0094 · Cited by 27
National cultural value models and reputation of MNCs
Swoboda, B. S., & Batton, N. (2019) · Cross Cultural & Strategic Management · doi:10.1108/ccsm-05-2018-0061 · Cited by 25
Improving the service quality of cross-border e-commerce: How to understand online consumer reviews from a cultural differences perspective
Han, L., & Han, X. (2023) · Frontiers in Psychology · doi:10.3389/fpsyg.2023.1137318 · Cited by 30
“With the development of economic globalization, the importance of cultural differences in multinational services has aroused extensive discussion by scholars (Patterson et al., 2006; Reimann et al., 2008).”
Background
The effect of cultural value orientations on responses to supply-side disruption
Sarafan, M., Squire, B. C., & Brandon‐Jones, E. (2020) · International Journal of Operations & Production Management · doi:10.1108/ijopm-11-2019-0724 · Cited by 24
Beyond a Single Firm and Internal Focus Service Failure/Recovery: Multiple Providers and External Service Recoveries
Weber, K., & Hsu, C. H. C. (2020) · Journal of Travel Research · doi:10.1177/0047287520974443 · Cited by 24
“This finding is in line with numerous prior research that affirms the importance of compensation (e.g., Patterson, Cowley, and Prasongsukarn 2006; Smith, Bolton, and Wagner 1999).”
Result
What to do after a data breach? Examining apology and compensation as response strategies for health service providers
Masuch, K., Greve, M., & Trang, S. T.-N. (2021) · Electronic Markets · doi:10.1007/s12525-021-00490-3 · Cited by 28
“Therefore, the notion of how a service provider can recover after a service failure and restore its reputation (McColl-Ken-nedy & Sparks, 2003; Patterson et al., 2006) can be applied to the data breach context.”
Background
Customer intentions to invoke service guarantees
Vaerenbergh, Y. V., Keyser, A. D., & Larivière, B. (2013) · Managing Service Quality · doi:10.1108/msq-06-2013-0115 · Cited by 24
Intentionality attributions and humiliation
Varela-Neira, C., Vázquez-Casielles, R., & Iglesias, V. (2014) · European Journal of Marketing · doi:10.1108/ejm-01-2012-0035 · Cited by 18
“Moreover, Smith and Bolton (2002) categorize negative emotions in five groups: anger, discontent, disappointment, self-pity and anxiety.”
Background
Value co‐creation and customer retention in services: Identifying a relevant moderator and mediator
Banik, S., & Rabbanee, F. K. (2023) · Journal of Consumer Behaviour · doi:10.1002/cb.2150 · Cited by 25
Customer Categorization, Relational Justice and SME Performance in Supermarket Supply Chains
Malagueño, R., Gölgeci̇, İ., & Fearne, A. P. (2018) · Supply Chain Management An International Journal · doi:10.1108/scm-06-2018-0237 · Cited by 23
How does dysfunctional customer behavior affect employee turnover
Gong, T., & Wang, C. (2019) · Journal of Service Theory and Practice · doi:10.1108/jstp-04-2018-0081 · Cited by 23

Authors: Patterson, P. G., Cowley, E., & Prasongsukarn, K.
Affiliations: UNSW Sydney (AU)
The University of Sydney (AU)
Assumption University (TH)
Corresponding author: Patterson, Paul G.
ORCID: Patterson, Paul G.
Cowley, Elizabeth
Venue: International Journal of Research in Marketing
Publisher: Elsevier BV
Published: 2006-09
Volume: 23
Issue: 3
Pages: 263-277
ISSN: 0167-8116 (ISSN-L)
DOI: 10.1016/j.ijresmar.2006.02.004
OpenAlex: W1966247556
Cited by: 525
References: 76
Citations by year: 2026: 10 · 2025: 20 · 2024: 15 · 2023: 28 · 2022: 25 · 2021: 27 · 2020: 46 · 2019: 35 · 2018: 31 · 2017: 53 · 2016: 36 · 2015: 31 · 2014: 30 · 2013: 28 · 2012: 21
FWCI: 25.48
Type: journal article
Language: en
Open access: closed
Licence: www.elsevier.com/tdm/userlicense/1.0/ (tdm)
Locations: International Journal of Research in Marketing (publishedVersion)
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 › Psychology › Social Psychology › Cultural Differences and Values
Keywords: service recovery, cultural value orientations, perceptions of justice, distributive justice, procedural justice, interactional justice, power distance, uncertainty avoidance, collectivism, apology, cognitive control, customer satisfaction, customer loyalty, Eastern and Western cultures

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

Service failure recovery: The moderating impact of individual-level cultural value orientation on perceptions of justice

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