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 201–300 of 525

Me, Myself, and My AI: How artificial intelligence classification failures threaten consumers’ self-expression
Gonçalves, A. R., Pinto, D. C., González‐Jiménez, H., Dalmoro, M., & Mattila, A. S. (2024) · Journal of Business Research · doi:10.1016/j.jbusres.2024.114974 · Cited by 27
I will only know after using it: The repeat purchasers of smart home appliances and the privacy paradox problem
Li, L., Li, T., Cai, H., Zhang, J., & Wang, J. (2023) · Computers & Security · doi:10.1016/j.cose.2023.103156 · Cited by 23
A cross-cultural perspective on consumer perceptions of service failures’ severity: a pilot study
Zourrig, H., Hedhli, K. E., & Chebat, J. (2014) · International Journal of Quality and Service Sciences · doi:10.1108/ijqss-03-2014-0021 · Cited by 22
“Accordingly, to be equivalent the stimulus used in this study should evoke comparable interpretation regarding the realism and the severity of the incident (Patterson et al., 2006).”
Method
Multichannel shopping well-being: a narrative-based examination
Harris, P. (2017) · Qualitative Market Research An International Journal · doi:10.1108/qmr-06-2016-0055 · Cited by 22
The Impact of Service Failure and Recovery on Target and Observing Customers: A Comparative Study
Sharifi, S., Palmeira, M. M., Ma, J., & Spassova, G. (2017) · Journal of Hospitality Marketing & Management · doi:10.1080/19368623.2017.1337538 · Cited by 22
Perceived justice and recovery satisfaction: the moderating role of customer-perceived quality
Jha, S., & Balaji, M. (2015) · Management & Marketing · doi:10.1515/mmcks-2015-0011 · Cited by 25
“It facilitates a smooth complaint handling process and enables customers to achieve equitable outcomes (Patterson et al., 2006).”
Revisiting a model of customer engagement cycle: a systematic review
Hoang, D., Kousi, S., Martinez, L. F., & Kumar, S. (2023) · Service Industries Journal · doi:10.1080/02642069.2023.2202912 · Cited by 24
“Retention Sashi (2012); Potdar et al. (2018); Islam et al.”
BackgroundInfluential
The determinants of consumers’ switching intentions after service failure
Lin, W. (2012) · Total Quality Management & Business Excellence · doi:10.1080/14783363.2011.637808 · Cited by 21
“This approach distinguishes our research from those that focused on compensation measures (Harris, Grewal, Mohr, & Bernhardt, 2006 ) or determinants of the cognition of fairness of consumers (Sparts & McColl-Kennedy, 2001 ; Patterson, Cowley, & Prasongsukarn, 2006 ).”
Result
Development and validation of a measure of justice perception in the frame of Fairness theory – Fuzzy approach
Azar, A., & Darvishi, Z. (2010) · Expert Systems with Applications · doi:10.1016/j.eswa.2010.12.090 · Cited by 21
Chinese cruise customers loyalty: the impact of customer participation and service personal values
Wu, H., Xiao-xiao, L., Çavuşoğlu, M., & Çobanoğlu, C. (2020) · Tourism Review · doi:10.1108/tr-03-2019-0085 · Cited by 25
The influences of transaction history and thank you statements in service recovery
Magnini, V. P., & Karande, K. W. (2009) · International Journal of Hospitality Management · doi:10.1016/j.ijhm.2009.03.001 · Cited by 20
Turkish Tourism and Hospitality Students’ Social Anxiety and Avoidance
Koç, E. (2018) · Journal of Hospitality & Tourism Education · doi:10.1080/10963758.2018.1480962 · Cited by 22
Managing communication and cultural barriers in intercultural service encounters
Kenesei, Z., & Stier, Z. (2017) · Journal Of Vacation Marketing · doi:10.1177/1356766716676299 · Cited by 21
“The reason for this is that in the case of a service provider in closer cultural proximity to the customer, cultural similarity reduces the contingency of problems and conflicts in communication and also perceived risks, resulting in a level of increased trust on the part of the customer in a positive service outcome…”
Background
How Short-Term Orientation Dominates Western Businesses and the Challenges They Face—An Example Using Germany, the UK, and the USA
Gerlich, M. (2023) · Administrative Sciences · doi:10.3390/admsci13010025 · Cited by 19
Factors Influencing Intercultural Sensitivity of Hospitality Employees
Yürür, Ş., Koç, E., Taşkın, Ç., & Boz, H. (2018) · International Journal of Hospitality & Tourism Administration · doi:10.1080/15256480.2018.1547236 · Cited by 19
Regulatory Focus, Money Attitudes and Financial Literacy: Evidence from Portuguese Young Adults
Pereira, M. C., & Coelho, F. (2020) · Journal of Family and Economic Issues · doi:10.1007/s10834-020-09662-3 · Cited by 21
Formal mentoring support, person–environment fit and newcomer's intention to leave
Cai, Z., Wu, D.-D., Xin, Y., Chen, Y., & Wu, H.-C. (2020) · Personnel Review · doi:10.1108/pr-05-2018-0171 · Cited by 16
Service responses to emotional states of business customers
Wang, Y., & Beise, M. (2013) · Managing Service Quality · doi:10.1108/09604521311287650 · Cited by 19
Influence of Leadership on Job Satisfaction: The Moderating Effects of Follower Individual‐Level Masculinity–Femininity Values
Mustafa, G., & Lines, R. (2014) · Journal of Leadership Studies · doi:10.1002/jls.21307 · Cited by 19
Tell me about your culture, to predict your tourism activity preferences and evaluations: cross-country evidence based on user-generated content
Ji, G. M., Cheah, J., Σιγάλα, Μ., Ng, S. I., & Choo, W. C. (2023) · Asia Pacific Journal of Tourism Research · doi:10.1080/10941665.2023.2283599 · Cited by 18
“Collectivists, meanwhile, are more concerned about their social performance (Hofstede, 2011) and try to avoid con ﬂ ict or public complaints (Patterson et al., 2006).”
Background
The Role of Recovery Satisfaction on the Relationship between Service Recovery and Brand Evangelism: A Conceptual Framework
Rashid, M. H. A. (2014) · International Journal of Innovation Management and Technology · doi:10.7763/ijimt.2014.v5.548 · Cited by 18
Hofstede's Cultural Indices Revisited: The Relationship Between Cultural Values and International Tourism
Ahn, M. J., & McKercher, B. (2018) · Tourism Culture & Communication · doi:10.3727/109830418x15369281878396 · Cited by 18
The impact of perceived justice on satisfaction and behavioral intentions in service encounters – a comparison and validation study
Carrillo, I. M., Svensson, G., & Neira, M. D. C. O. (2019) · International Journal of Quality and Service Sciences · doi:10.1108/ijqss-12-2017-0115 · Cited by 18
Tourism service failure, service recovery, and negative word-of-mouth: three-country comparison using a choice experiment
JianHua, W., Kim, H. J., Su, C.-H. J., & Chen, M. (2024) · Asia Pacific Journal of Tourism Research · doi:10.1080/10941665.2024.2343074 · Cited by 17
“While cross-cultural research on service recovery has predominantly compared people from Eastern and Western cultures (e.g. Mattila & Patterson, 2004; Patterson et al., 2006), there remains a dearth of research concerning culturally proximate regions (Ooi, 2019).”
Background
Looking through the Glass of Indian Culture: Consumer Behaviour in Modern and Postmodern Era
Rehman, V. (2017) · Global Business Review · doi:10.1177/0972150917693139 · Cited by 17
Complementarity of capabilities across cultures
Anning‐Dorson, T. (2019) · Cross Cultural & Strategic Management · doi:10.1108/ccsm-12-2018-0217 · Cited by 17
Perceptions of fairness in financial services: an analysis of distribution channels
Sekhon, H. S., Roy, S. K., & Devlin, J. F. (2016) · International Journal of Bank Marketing · doi:10.1108/ijbm-10-2014-0140 · Cited by 17
Service recovery model: the integrated view
Lin, W. (2009) · Service Industries Journal · doi:10.1080/02642060902720162 · Cited by 17
“Although some studies used a consumer culture-oriented view to explore the positive influence of effective execution of service recover (Patterson et al., 2006), this research has attempted to study the influences on service recovery from a view point oriented to employees’ cultural values and the…”
BackgroundResultInfluential
The impact of service recovery output/process on customer satisfaction and loyalty: The case of the airline industry
Etemad‐Sajadi, R., & Bohrer, L. (2017) · Tourism and Hospitality Research · doi:10.1177/1467358417743080 · Cited by 19
“Thus, the expectations of the customer have not been met by the organization (Chan and Wan, 2008) and due to the failure the customer might even perceive a loss (Patterson et al., 2006).”
Background
Leave or stay? The role of self‐construal on luxury brand attitudes and purchase intentions in response to brand rejection
Xian, L., Loken, B., & Wang, L. (2020) · Journal of Consumer Behaviour · doi:10.1002/cb.1860 · Cited by 19
When does service employee’s accent matter? Examining the moderating effect of service type, service criticality and accent service congruence
Hill, S. R., & Tombs, A. G. (2022) · European Journal of Marketing · doi:10.1108/ejm-09-2020-0707 · Cited by 16
Toward a theory of corporate apology: mechanisms, contingencies, and strategies
Shao, W., Moffett, J. W., Quach, S., Surachartkumtonkun, J., Thaichon, P., Weaven, S. K., & Palmatier, R. W. (2022) · European Journal of Marketing · doi:10.1108/ejm-02-2021-0069 · Cited by 16
Is face and information availability important in green purchasing among young consumers?
Yanyan, Z., Cham, T., Pek, C. K., & Leong, C. (2024) · Humanities and Social Sciences Communications · doi:10.1057/s41599-024-03377-8 · Cited by 23
“Incorporating cultural dimensions into research allows for the analysis of cultural norms and characteristics that transcend national boundaries, thereby enhancing explanatory power (Patterson et al., 2006).”
The Role of Fairness in Modelling Customer Choice
Mathies, C., & Gudergan, S. P. (2010) · Australasian Marketing Journal (AMJ) · doi:10.1016/j.ausmj.2010.11.002 · Cited by 16
“Service failure and subsequent recovery efforts are also a main source for perceived unfairness in services and have been the focus of fairness research in services (Patterson et al., 2006; McColl-Kennedy and Sparks, 2003).”
Background
Relational factors and performance of agrifood chains in Kenya
Mutonyi, S., Beukel, K., & Hjortsø, C. N. (2018) · Industrial Marketing Management · doi:10.1016/j.indmarman.2018.03.004 · Cited by 19
Justice (is not the same) for all: The role of relationship activity for post-recovery outcomes
Arsenovic, J. F., Keyser, A. D., Edvardsson, B., Tronvoll, B., & Gruber, T. (2021) · Journal of Business Research · doi:10.1016/j.jbusres.2021.05.031 · Cited by 17
Explanation information and source in service recovery initiatives
Baker, T. L., & Meyer, T. (2014) · Journal of Services Marketing · doi:10.1108/jsm-12-2012-0249 · Cited by 16
Developing a measurement scale for cultural values and norms of Chinese mass travelers
Ren, L., & Zhang, H. Q. (2018) · Journal of Hospitality and Tourism Management · doi:10.1016/j.jhtm.2018.04.006 · Cited by 16
Reasons to switch: empowered vs less powerful bank customers
Hauff, J. C. (2019) · International Journal of Bank Marketing · doi:10.1108/ijbm-08-2018-0231 · Cited by 17
The Impact of Human Values and Knowledge on Green Products Purchase Intention
Chekima, B., & Chekima, K. (2019) · Advances in marketing, customer relationship management, and e-services book series · doi:10.4018/978-1-5225-7906-9.ch012 · Cited by 15
Identifying the determinants and consequences of post-recovery satisfaction in B2B customers: a multidimensional justice theory perspective
Ahmad, B., Yuan, J., Akhtar, N., & Ashfaq, M. (2023) · Journal of Business and Industrial Marketing · doi:10.1108/jbim-08-2022-0366 · Cited by 15
Relationship Marketing, Long Term Orientation and Customer Loyalty in Higher Education
Abubakar, M., & Mokhtar, S. S. M. (2015) · Mediterranean Journal of Social Sciences · doi:10.5901/mjss.2015.v6n4p466 · Cited by 15
A cross‐national investigation of university students' complaining behaviour and attitudes to complaining
Ferguson, G., & Phau, I. (2012) · Journal of International Education in Business · doi:10.1108/18363261211261755 · Cited by 19
Banding together in a festival context: Examining effects of a joint-stakeholder external service recovery
Weber, K., & Hsu, C. H. C. (2020) · Tourism Management · doi:10.1016/j.tourman.2020.104204 · Cited by 18
Emotional Intelligence Profile of Tourists and Its Impact on Tourism
Borges, A. P., Vieira, E., & Lopes, J. M. (2021) · Journal of Quality Assurance in Hospitality & Tourism · doi:10.1080/1528008x.2021.1964413 · Cited by 16
Antecedents and Outcomes of Service Recovery Satisfaction in Telecommunications in Croatia Along with the Role of Image and Perceived Switching Costs
Nefat, A., Belazić, D., & Alerić, D. (2012) · Economic Research-Ekonomska Istraživanja · doi:10.1080/1331677x.2012.11517547 · Cited by 16
The Mediating Role of Postrecovery Satisfaction in the Relationship between Justice Perceptions and Customer Attitudes
Lee, J. L.-M., Siu, N. Y., & Zhang, J. (2017) · Services Marketing Quarterly · doi:10.1080/15332969.2017.1398025 · Cited by 15
“Patterson, Cowley, and Prasongsukarn (2006) suggested that in recovery efforts, a sensitive service provider will attempt to provide a gain to offset the customer’s loss.”
Background
How far can brands go to defend themselves? The extent of negative publicity impact on proactive consumer behaviors and brand equity
Woo, H., Jung, S., & Jin, B. E. (2019) · Business Ethics A European Review · doi:10.1111/beer.12246 · Cited by 15
“…compen‐ sates for the recent negative publicity, and thus will be more likely to compromise their intention to reject the brand outright (Eisingerich et al., 2011; Kau & Loh, 2006; Mattila, 2001; Patterson et al., 2006; Prasongsukarn & Patterson, 2012; Sierra & McQuitty, 2005; Xie & Peng, 2009).”
Background
Investigating the Moderating Role of Corporate Image in the Relationship between Perceived Justice and Recovery Satisfaction: Evidence from Indian Aviation Industry
Gautam, V. (2011) · International Review of Management and Marketing · Cited by 15
Sustainable Consumption in the East: Cross‐Cultural Variation of Antecedents of Green Purchase Intention Based on Religiosity, Spirituality and Values
Goswami, R., Chatterjee, S., & Sakashita, M. (2025) · International Journal of Consumer Studies · doi:10.1111/ijcs.70071 · Cited by 19
Physical and digital market places – where marketing meets operations
Teller, C., Brusset, X., & Kotzab, H. W. (2019) · International Journal of Retail & Distribution Management · doi:10.1108/ijrdm-12-2019-299 · Cited by 15
What makes customers of airport lounges satisfied and more? Impact of culture and travel class
Chatterjee, S., Kittur, P. V., Vishwakarma, P., & Dey, A. (2023) · Journal of Air Transport Management · doi:10.1016/j.jairtraman.2023.102384 · Cited by 14
Fairness and financial services in Australia and the United Kingdom
Worthington, S., & Devlin, J. F. (2013) · International Journal of Bank Marketing · doi:10.1108/ijbm-09-2012-0094 · Cited by 14
“Fairness: theoretical perspectives Theoretical perspectives on fairness have their roots in the theory of justice, (Patterson et al., 2006) which is in turn adapted from equity theory and social exchange 291 Fairness and financial services”
Background
Factors affecting the effects of service recovery from an integrated point of view
Lin, W. (2011) · Total Quality Management & Business Excellence · doi:10.1080/14783363.2010.545553 · Cited by 15
“, 1998) or different hierarchical culture (Mattila & Patterson, 2004; Patterson et al., 2006; Winsted, 1997) and manager leadership style.”
BackgroundInfluential
Influencing perception of justice to leverage behavioral outcome: A perspective from restaurant service failure setting
Harun, A., Rokonuzzaman, M., Prybutok, G. T., & Prybutok, V. R. (2018) · Quality Management Journal · doi:10.1080/10686967.2018.1474675 · Cited by 15
“Customers consider treatment to be fair when information is provided and results are provided courteously (Patterson et al. 2006).”
Background
Frontline health professionals’ perceptions of their adaptive competences in service recovery
McQuilken, L., Robertson, N. L., Abbas, G., & Polonsky, M. J. (2018) · Journal of Strategic Marketing · doi:10.1080/0965254x.2018.1511630 · Cited by 14
“(Habeeba) Service recovery is a social, co-created exchange where customers’ fairness perceptions are shaped by the cultural orientation of both them and the FHP (Patterson et al., 2006).”
BackgroundInfluential
Service Failure and Complaint Behavior in the Public Hospital Industry: The Indonesian Experience
Alfansi, L., & Atmaja, F. T. (2009) · Journal of Nonprofit & Public Sector Marketing · doi:10.1080/10495140802644554 · Cited by 14
“According to Patterson, Cowley, and Prasongsukarn (2006), Asian consumers are less likely to complain for fear of losing face and are more likely to attribute blame to the company than to themselves.”
Background
Why organizational loyalty programs cannot prevent switching
Thompson, F. M., & Tuzovic, S. (2020) · Journal of Services Marketing · doi:10.1108/jsm-10-2019-0387 · Cited by 13
Construction of a service failure severity and recovery model
Lin, W. (2011) · Expert Systems with Applications · doi:10.1016/j.eswa.2011.03.093 · Cited by 13
“On the contrary, employees who are more extroverted tend to respond with active strategies, such as apologies and rapid responses (Lin, 2006). With respect to the consumer, OdekerkenSchroder, De Wulf, and Schumacher (2003) indicate that consumer personality traits affect the buy-and-sell relations.”
Background
Does service failure criticality affect global travellers' service evaluations? An empirical analysis of online reviews
Dwesar, R., & Sahoo, D. (2020) · Management Decision · doi:10.1108/md-01-2020-0107 · Cited by 13
The impact of linguistic style on customer satisfaction: a cross-cultural empirical study in Ecuador
Fan, A., Hoof, H. V. V., Dou, X., & Serrano, A. (2021) · International Hospitality Review · doi:10.1108/ihr-04-2021-0028 · Cited by 9
Data Modelling in Human Resource Management: Influencing Factors of Employees’ Job Satisfaction
Zhuang, M.-E., & Pan, W. (2022) · Mathematical Problems in Engineering · doi:10.1155/2022/3588822 · Cited by 17
Emotions' influence on customers’ e-banking satisfaction evaluation in e-service failure and e-service recovery circumstances
Nyagadza, B., Mazuruse, G., Muposhi, A., Chuchu, T., Makoni, T., & Kusotera, B. (2022) · Social Sciences & Humanities Open · doi:10.1016/j.ssaho.2022.100292 · Cited by 23
Linking organizational justice to tourism and hospitality employees’ service orientation: the roles of Confucian values and relationship quality
Wang, Q., Sun, N., Hon, A. H. Y., & Zhu, Z. (2023) · International Journal of Contemporary Hospitality Management · doi:10.1108/ijchm-10-2022-1269 · Cited by 13
Globalization and Contextual Factors in Accounting: The Case of Germany
Heidhues, E. (2012) · Studies in managerial and financial accounting · doi:10.1108/s1479-3512(2012)23 · Cited by 13
Same but Different: Chinese-American and Mainland Chinese Consumers’ Perceptions of and Behavior in a Service Failure Situation
Weber, K., Hsu, C. H. C., & Sparks, B. (2015) · Journal of Travel & Tourism Marketing · doi:10.1080/10548408.2015.1064060 · Cited by 13
CRM campaigns with choice for enhanced business process performance
Christofi, M., Thrassou, A., Chebbi, H., Ahmed, Z. U., Grandhi, B., & Iaia, L. (2019) · Business Process Management Journal · doi:10.1108/bpmj-04-2019-0146 · Cited by 13
Speaking up against service unfairness: The role of negative meta-perceptions
Ho, T. H., Tojib, D., & Khajehzadeh, S. (2016) · Journal of Retailing and Consumer Services · doi:10.1016/j.jretconser.2016.11.002 · Cited by 13
Failure: Perspectives and prospects in marketing and consumption theory
Kjeldgaard, D., Nøjgaard, M., Hartmann, B. J., Bode, M., Lindberg, F., Mossberg, L. L., & Östberg, J. (2021) · Marketing Theory · doi:10.1177/1470593121992539 · Cited by 13
“Patterson et al. (2006) and McColl-Kennedy and Sparks (2003) suggest how “perceptions of justice” impact how consumers make sense of failure.”
Background
Consumer purchases of energy-efficient appliances: A systematic literature review and research agenda
Nguyen, H. V., Le, B. N., Lim, W. M., Dang, V. T., & Nguyen, N. (2025) · Energy Efficiency · doi:10.1007/s12053-025-10317-1 · Cited by 12
“Patterson et al. (2006) advocate for using cultural dimensions rather than nationality in studies, as this approach offers greater explanatory power by allowing analysis of cultural norms and traits that transcend national borders.”
A Cross-Cultural Comparison of Business Complaint Management Expectations
Henneberg, S. C. M., Gruber, T., Reppel, A. E., Naudé, P., Ashnai, B., Hüber, F., & Chowdhury, I. N. (2015) · The Journal of Marketing Theory and Practice · doi:10.1080/10696679.2015.1032392 · Cited by 12
“…how first-level characteristics relating to interactional aspects of complaint management resolution are linked in the minds of customers to procedural and distributive equity dimensions on the second- and thirdlevels of consequences and values (Patterson, Cowley, and Prasongsukarn 2006).”
Background
The Role of Long-Term Orientation and Service Recovery on the Relationships between Trust, Bonding, Customer Satisfaction and Customer Loyalty: The Case of Nigerian Retail Banks
Abubakar, M., Mokhtar, S. S. M., & Abdullattef, A. O. (2013) · Asian Social Science · doi:10.5539/ass.v10n2p209 · Cited by 12
When more pain is better: Role of need for uniqueness in service evaluations of observable service recovery
Sharifi, S. (2019) · International Journal of Hospitality Management · doi:10.1016/j.ijhm.2019.102339 · Cited by 12
Organizational Response to Goods Failure Complaints: The Role of Culture on Perceptions of Interactional Justice and Customer Satisfaction
Muralidharan, E. K., Guo, W., Fazel, H., & Wei, W. X. (2019) · Global Business Review · doi:10.1177/0972150919861783 · Cited by 15
“For example, an individual can be described culturally as having higher (lower) power distance, higher (lower) collectivism, stronger (weaker) uncertainty avoidance and higher (lower) masculinity (Patterson et al., 2006).”
BackgroundMethodInfluential
Communication error management in law enforcement interactions: a receiver’s perspective
Oostinga, M. S. D., Giebels, E., & Taylor, P. J. (2017) · Psychology Crime and Law · doi:10.1080/1068316x.2017.1390112 · Cited by 12
“Finally, we only considered people living in the Netherlands, but Patterson, Cowley, and Prasongsukarn (2006) have shown that the cultural value orientation of a person influences how a response is perceived.”
Background
Quantifying Social Justice in Energy Transition: A Policy-Driven Assessment Framework for China
Shan, S., Li, Y., Yang, Y., Zhang, H., & Li, J. (2025) · Systems · doi:10.3390/systems13030201 · Cited by 15
The ugly side of customer management – Consumer reactions to firm-initiated contract terminations
Papies, D. (2017) · International Journal of Research in Marketing · doi:10.15496/publikation-22469 · Cited by 11
The Role of Recovery Satisfaction on the Relationship between Service Recovery and Brand Evangelism: A Conceptual Framework
Hafiz, M. H. M., & Rashid, A. (2014) · Cited by 11
Impact of organizational justice on customer satisfaction in the hospitality industry of Pakistan: The moderating role of uncertainty avoidance
Umar, R. M., Saleem, S., & Majoka, R. I. (2016) · Journal of Foodservice Business Research · doi:10.1080/15378020.2016.1195214 · Cited by 11
“Previously, the impact of uncertainty avoidance on justice perceptions in service failure and recovery context was hypothesized but not proven (Patterson et al., 2006).”
BackgroundMethodInfluential
CROSS-CULTURAL CONSUMER COMPLAINING BEHAVIOR IN SERVICE INDUSTRIES: A THREE-NATION STUDY ACROSS THE AFRICAN DIASPORA
Henthorne, T. L., Williams, A. J., & GEORGE, B. P. (2018) · The Journal of Marketing Theory and Practice · doi:10.1080/10696679.2018.1488220 · Cited by 11
Examining the Structural Relationships of Service Recovery, Customer Satisfaction and Image in Online Retailing
Kandulapati, S., & Bellamkonda, R. S. (2014) · Operations and Supply Chain Management An International Journal · doi:10.31387/oscm0170110 · Cited by 11
Longitudinal impact of perceived fairness after service failures: Evidence from online travel agencies
Su, Z., & Ha, H. (2025) · International Journal of Hospitality Management · doi:10.1016/j.ijhm.2025.104177 · Cited by 10
Building customer relationships as retention strategy in the South African domestic passenger airline industry
Mostert, P. G., & Meyer, C. D. (2010) · Acta Commercii · doi:10.4102/ac.v10i1.110 · Cited by 10
CULTURAL DIFFERENCES IDENTIFICATION AND ITS EFFECT ON E-SERVICE QUALITY PERCEPTION
Al-Nasser, M. (2013) · American Journal of Economics and Business Administration · doi:10.3844/ajebasp.2013.74.83 · Cited by 10
What Men and Women Really Want: Differences in Gender-Based Evaluations of Service Recovery Efforts
Ding, M.-C., Ho, C. W., & Lii, Y. (2016) · Journal of Asia-Pacific Business · doi:10.1080/10599231.2016.1129264 · Cited by 11
Mix&Match: A Resource-Based Complaint Recovery Framework for Tangible Compensation
Stakhovych, S., & Tamaddoni, A. (2020) · Journal of Service Research · doi:10.1177/1094670519898521 · Cited by 10
“To prevent further damage, service companies attempt to recover the situation by offering the customer some form of compensation for the loss incurred (Patterson, Cowley, and Prasongsukarn 2006).”
BackgroundInfluential
Proactive Complaint Management: Effects of Customer Voice Initiation on Perceived Justices, Satisfaction, and Negative Word-of-Mouth
Nuansi, P., & Ngamcharoenmongkol, P. (2021) · SAGE Open · doi:10.1177/21582440211040788 · Cited by 10
“In addition, this study confirmed that firm-initiated actions have an effect on customer perception of recovery efforts, which leads to perceived interactional justice and post-recovery satisfaction (Jin et al., 2020; Patterson et al., 2006; Smith et al., 1999; Wei et al., 2019; Xu et al., 2014).”
BackgroundResult
The Role of Customer Knowledge Management Process in Service Recovery Performance: An Applied Study to the Egyptian National Railways
Elhelaly, N., Ebeid, A. A. A., & El-Menbawey, A. (2015) · International Journal Of Management and Applied Research · doi:10.18646/2056.21.15-001 · Cited by 10
“The second part was designed to identify SRP and it includes five constructs: making an apology reflected by statements (23-25), problem solving reflected by statements (26-29), being courteous reflected by statements (3033), providing an explanation reflected by statements (34-36), and prompt handling reflected by st…”
Background
The Emergence and Effects of Culturally Congruent Leadership: Current Status and Future Developments
Mustafa, G., & Lines, R. (2016) · Entrepreneurial Business and Economics Review · doi:10.15678/eber.2016.040110 · Cited by 10
No Man is an Island: the Effect of Social Presence on Negative Word of Mouth Intention in Service Failures
He, Y., Hu, M., Chen, Q., Alden, D. L., & He, W. (2017) · Customer Needs and Solutions · doi:10.1007/s40547-017-0078-7 · Cited by 10
“Past literature on service failure and service recovery has documented consumer compensation (in the form of dollars, discounts, or coupons) as a prevalent form of service recovery after service failures [52].”
Background
How Does Culture Impact Customer Evaluation in Online Complaining?
Sengupta, S. (2019) · Journal of Global Information Management · doi:10.4018/jgim.2020040107 · Cited by 10
In the eye of the beholder
Sharifi, S., & Spassova, G. (2020) · European Journal of Marketing · doi:10.1108/ejm-06-2018-0427 · Cited by 5
A cross-cultural analysis of passenger's reactions to revenue and pricing management
Chapuis, J. M. (2012) · Journal of Revenue and Pricing Management · doi:10.1057/rpm.2012.24 · Cited by 10
“Along various business models, individual’s cultural orientation affects perceptions of fairness and shapes consumer behavior (Patterson et al, 2006).”
Background
Organizational Service Systems: Antecedents and Consequences
García, T., Varela, J., & del Río, M. (2010) · Tourism and Hospitality Research · doi:10.1057/thr.2010.23 · Cited by 10
“The role of contact personnel throughout the service recovery process is to deal promptly with complaints and this role is extremely important for the customer ( Lytle et al , 1998 ; Boshoff and Allen, 2000 ; Yavas et al , 2004 ; Patterson et al , 2006 ; Rod et al , 2008 ).”
Background
Service employees' willingness to report complaints scale: Cross-country application and replication
Walsh, G., Northington, W. M., Hille, P., & Dose, D. B. (2014) · Journal of Business Research · doi:10.1016/j.jbusres.2014.09.013 · 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
Switching analytical mindsets: A person-centered approach to the analysis of cultural values
Cooper, J. T., Stanley, L. J., Stevens, C. E., Shenkar, O., & Kausch, C. (2020) · International Journal of Cross Cultural Management · doi:10.1177/1470595820939981 · Cited by 9
Approach with initiative or hold on passively? The impact of customer-perceived dependence on customer forgiveness in service failure
Chen, X., Guo, S., Xiong, J., & Hao, S. (2022) · Frontiers in Psychology · doi:10.3389/fpsyg.2022.914024 · Cited by 9
“Following previous studies on service failure and customer behaviors (Patterson et al., 2006; Barakat et al., 2015; Béal et al., 2019), we employ the mixed research design in the present study.”
Method
Differences between B lack and W hite S outh A fricans in product failure attributions, anger and complaint behaviour
Donoghue, S., Strydom, N., Andrews, L., Pentecost, R. D., & de Klerk, H. M. (2015) · International Journal of Consumer Studies · doi:10.1111/ijcs.12250 · Cited by 9
“Consumers in different cultures have different types of complaint behaviours and complaint intentions (Patterson et al., 2006).”
Background
The Roles of Forgiveness towards Repurchase Intentions from a Cross Cultural Perspective
Noth, A., Jaroenwanit, P., & Brown, R. (2015) · Athens Journal of Business & Economics · doi:10.30958/ajbe.1-3-4 · Cited by 10
“To study consumers’ behavior and the consumers’ emotion, previous studies indicated that consumer’s behavior and consumer’s emotion are influenced by culture (Patterson et al. 2006, Triandis 1989, Yoo and Donthu 2002).”
Background

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