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 301–400 of 525

Impact of virtual presence of others on social media service recovery evaluations: A cross-cultural perspective
Sengupta, S., Rokonuzzaman, M., Jaiswal, A., & Filieri, R. (2025) · Journal of Business Research · doi:10.1016/j.jbusres.2025.115245 · Cited by 10
Unravelling the influence of service failure on negative customer engagement: The moderating role of service recovery
Albayrak, T., Kılıçarslan, Ö., Fong, L. H. N., Caber, M., & Güven, A. (2025) · International Journal of Hospitality Management · doi:10.1016/j.ijhm.2025.104242 · Cited by 8
THE ROLE OF CORPORATE REPUTATION MODERATION OF BANKING SERVICES
Badawi, Tjahjono, H. K., & Muafi, M. (2017) · Polish Journal of Management Studies · doi:10.17512/pjms.2017.15.1.02 · Cited by 9
A cultural perspective on the effects of comprehension and slogan meaning types on attitude toward the advertisement and brand
Shahriari, E., Abbassi, H., Torres, I. M., Zúñiga, M. Á., & Alfayez, N. (2023) · Journal of Consumer Marketing · doi:10.1108/jcm-07-2020-3951 · Cited by 8
Understanding the Cultural Values at the Individual Level in Central Africa: A Test of the CVSCALE in Cameroon
Djamen, R., Georges, L., & Pernin, J.-L. (2020) · International Journal of Marketing and Social Policy · doi:10.17501/23621044.2019.2105 · Cited by 8
“reliability, validity and cross-cultural invariance (Patterson et al., 2006).”
User Experience and Trustworthiness Measurement: Challenges in the Context of e-Commerce Applications
Casare, A. R., Basso, T., & Moraes, R. (2021) · Lecture notes in networks and systems · doi:10.1007/978-3-030-89906-6_13 · Cited by 8
A Cross-cultural Analysis of Online Satisfaction, Service Failure and Recovery: An E-A-S-QUAL Approach
Park, M., & Kim, M. (2011) · Journal of the Korean Society of Clothing and Textiles · doi:10.5850/jksct.2011.35.6.700 · Cited by 8
Research Methods for International Advertising Studies
Taylor, C. R., & Ford, J. B. (2014) · doi:10.1002/9781118378465.ch2 · Cited by 8
User perception as a factor for improving Trustworthiness in e-commerce systems
Casare, A. R., da Silva, C. G., & Moraes, R. (2024) · Journal on Interactive Systems · doi:10.5753/jis.2024.3748 · Cited by 14
“The intention of a consumer to keep a relationship with a company is defined by his or her assessment of the benefits and high-quality service that provide a constant stream of value [Patterson et al ., 2006], and is highly tied to the system interface.”
Background
Differential gene expression profiles in foetal skin of Rex rabbits with different wool density
Liu, L., Li, B., Zhu, Y., Wang, C. Y., & Li, F. (2016) · World Rabbit Science · doi:10.4995/wrs.2016.2335 · Cited by 7
“05 and a difference ratio of >2-fold as the screening criteria (Patterson et al., 2006).”
Background
Service models and culture: impact on work behaviours
Mathies, C., Lee, J., & Wong, A. (2018) · Journal of Services Marketing · doi:10.1108/jsm-07-2017-0263 · Cited by 7
The Causal Relationship on Quality‐centered Organizational Culture and Its Impact on Service Failure and Service Recovery
Suk, J. B., Chung, S. H., Choi, K., & Park, J. (2009) · Asian Journal on Quality · doi:10.1108/15982680980000626 · Cited by 7
Impact of Future Work Self-Salience on Proactive Behaviors: An Integrative and Comparative Study of Multiple Proactive Behaviors
Yang, C., Li, Y., & Qiao, K. (2023) · Sustainability · doi:10.3390/su152014912 · Cited by 8
Do endorsers contribute to the social standing of brands? Exploring social judgments about celebrities versus influencers
Simon, F. L., & Cambefort, M. (2025) · Journal of Business Research · doi:10.1016/j.jbusres.2025.115671 · Cited by 6
The moderating role of face and attribution on service recovery quality, postrecovery satisfaction and repurchase intention: a study of collectivist consumers in service recovery
Lee, J. L.-M., Siu, N. Y., Zhang, J., & Wong, S. M. H. (2024) · Journal of Asia Business Studies · doi:10.1108/jabs-03-2023-0098 · Cited by 8
The E-Service Quality of E-Commerce Websites: What Do Customers Look For?
Sabri, S. M., Annuar, N., Rahman, N. L. A., Mutalib, S. K. M. S. A., Mutalib, H. A., & Subagja, I. K. (2022) · Jurnal Intelek · doi:10.24191/ji.v17i1.16131 · Cited by 6
“A customer’s desire to keep a relationship with a firm is determined by his or her view of the benefits of a high-quality service that provides a steady stream of value (Patterson et al., 2006).”
Background
The Moderating Effect of Long-Term Orientation Culture on the Relationship between Trust, Personalization and Customer Satisfaction and Loyalty: A Proposed Framework
Abubakar, M., Mokhtar, S. S. M., & Abdullateef, A. O. (2013) · International Journal of Academic Research in Business and Social Sciences · doi:10.6007/ijarbss/v3-i9/194 · Cited by 6
Service Recovery Activities and Customer Satisfaction: Mediating Role of Justice Dimensions: A Case Study of China
XiaoRan, W., & Omar, R. (2014) · Asian Social Science · doi:10.5539/ass.v10n18p253 · Cited by 7
“During service encounters, the distributive justice dimension refers to the perception outcome of fairness with respect to the service recovery process, for instance apologies or compensation to rectify actions (Patterson et al., 2006).”
Background
The Interactive Impact of Organizational Support, Service Training and Empowerment on Employees' Affective Commitment and Service Recovery Performance: Hotel Front Office Department’s Perspective
Elziny, M., & Emam, H. E. E.-D. M. (2021) · Journal of Association of Arab Universities for Tourism and Hospitality · doi:10.21608/jaauth.2021.68852.1160 · Cited by 6
“Service recovery techniques are referred to as actions taken by service establishments and their staff as a response to service failures to retrieve customers' satisfaction (Patterson et al., 2006).”
Background
Core Chinese cultural values: Perceived justice and post-recovery satisfaction in higher education services
Lee, J. L.-M., Cheng, C., & Liu, V. S.-W. (2022) · Service Business · doi:10.1007/s11628-022-00490-z · Cited by 6
Usage of Social Media Systems in Customer Service Strategies
Rossmann, A., Wilke, T., & Stei, G. (2017) · Hawaii International Conference on System Sciences (HICSS) · doi:10.24251/hicss.2017.477 · Cited by 6
“Customers who perceive the organizational response to a complaint as relatively fairly distributed, tend to be more satisfied [14, 23] and this relation is indicated as EG3 in Figure 1.”
Background
MARKETING COMMUNICATIONS ON B2B MARKETS
Povolná, L. (2017) · International Bata Conference for Ph.D. Students and Young Researchers (DOKBAT) · doi:10.7441/dokbat.2017.29 · Cited by 43
Drivers and Barriers to Management Accounting ChangePreprint
Schwarze, F., Wüllenweber, K., & Hackethal, A. (2007) · SSRN Electronic Journal · doi:10.2139/ssrn.1003371 · Cited by 6
The Role of Ambivalent Identification on Service Recovery: A Study of the Hotel Industry
Lee, J. L.-M., Siu, N. Y., Zhang, J., & Tsui, S. W.-L. (2024) · Cornell Hospitality Quarterly · doi:10.1177/19389655241255004 · Cited by 5
“…an acknowl-edgment of the problem, prompt rectification of the failure, an explanation of why the service failure occurred, an apol-ogy, staff empowerment to resolve issues on the spot, compensation, and courteous and respectful staff behavior during the recovery process (Patterson et al., 2006).”
Satisfaction with response: The impact on potential customers' perceived service quality and intent to stay
Tran, D. T., Nguyen, K. T., Huynh, D. V., & Stangl, B. (2025) · Annals of Tourism Research Empirical Insights · doi:10.1016/j.annale.2025.100179 · Cited by 5
Cultural Values in Consumer‐Centric Research: A Hybrid Review Exploring Trends, Structure, and Future Research Trajectories
Khan, F. M., Rasul, T., Ahmed, S. S., Ladeira, W. J., Santini, F. D. O., Azhar, M., & Khan, M. (2025) · Global Business and Organizational Excellence · doi:10.1002/joe.70012 · Cited by 6
Blending minds and machines in service operations: enhancing managerial responses to online reviews through human-generative AI collaboration
Jia, L., Liu, X., Chen, T. D., Wang, Y., Takahashi, K., & Wang, Y. (2026) · Information Technology and People · doi:10.1108/itp-06-2025-0773 · Cited by 5
Perceived Justice and Customer Loyalty in the Situation of Beauty Service Failure
Choi, H., Kim, S. S., & Kim, B.-S. (2023) · SAGE Open · doi:10.1177/21582440231217729 · Cited by 11
“Moreover, customers can register their complaints on various channels these days (Patterson et al., 2006).”
Background
Service quality implications of cross-cultural differences in tourism and hospitality
Ayyıldız, A. Y. (2024) · Multidisciplinary Business Review · doi:10.35692/07183992.17.1.2 · Cited by 5
“…shows that tourists from high-power distance cultures expect the senior members of the service organisation with higher status to make an apology (i.e., the hotel manager or the restaurant manager) rather than the lower-ranking service employees (Mueller et al. 2003; Patterson et al., 2006).”
Background
An investigation of culture’s influence on new technology adoption: the case of mobile payment
Schoefer, K., Wäppling, A., Heirati, N., & Blut, M. (2025) · International Marketing Review · doi:10.1108/imr-09-2023-0223 · Cited by 8
Proactive Service Recovery Performance in Emerging (vs. Developed) Market-Based Firms: The Role of Clients’ Cultural Orientation
Bakhsh, N. N., Hollebeek, L. D., Riivits-Arkonsuo, I., Clark, M. K., & Časas, R. (2023) · Organizations and Markets in Emerging Economies · doi:10.15388/omee.2023.14.92 · Cited by 5
Psychometric Validation of the Scale of Individual Cultural Values (CVSCALE) in Indian Context (Private and Public Leaders in Indian Organizations)
Dhingra, D., Srivastava, S., & Srivastava, N. (2024) · Journal of Ecohumanism · doi:10.62754/joe.v3i4.3749 · Cited by 5
“Patterson et al. (2006) explored how individual-level cultural values moderate perceptions of justice in service failure recovery, using Hofstede's cultural typology to analyse the influence of values on justice perceptions.”
Background
Cross-Cultural Differences Between Poland and Germany in Light of Cultural Dimensions Theory
Komor, M., & Schumann, J. H. (2015) · Gospodarka Narodowa · doi:10.33119/gn/100830 · Cited by 5
A Pan‐European Approach to Customer Satisfaction: An Optimal Strategy?
Ueltschy, L. C., Laroche, M., Rita, P., & Bocaranda, C. (2008) · Multinational Business Review · doi:10.1108/1525383x200800013 · Cited by 5
ANTECEDENTS AND EFFECT OF COMMITMENT ON THEIMPULSE BUYING BY INTERNET
Ltifi, M. (2013) · The Journal of Internet Banking and Commerce · Cited by 5
The Influence of Perceived Service Failure Recovery Strategies on Customer Satisfaction and loyalty in Hotels
Taleb, A., & Kamar, A. (2013) · Cited by 5
A GLIMPSE INTO THE CONSUMER COMPLAINING BEHAVIOR OF IMMIGRANTS
Meng, F., Wang, S., Peters, S., & Lawson, G. W. (2010) · The Journal of Consumer Satisfaction, Dissatisfaction & Complaining Behavior · Cited by 5
The Role of Service Recovery in Online Privacy Violation
Hazarika, B., Gerlach, J. H., & Cunningham, L. F. (2018) · International Journal of E-Business Research · doi:10.4018/ijebr.2018100101 · Cited by 5
Influence of Consumer Complaints Handling On Consumer Satisfaction in Dairy Milk Processors in Kenya
Kabare, N., Mwangi, A. W., & Wanjau, K. L. (2019) · International Journal of Research in Business and Social Science (2147-4478) · doi:10.20525/ijrbs.v8i1.187 · Cited by 5
The power of sophistication: How service design cues help in service failures
Terres, M. D. S., Herter, M. M., Pinto, D. C., & Mazzon, J. A. (2020) · Journal of Consumer Behaviour · doi:10.1002/cb.1816 · Cited by 5
The Effects of Third‐Party Arbitration: A Field Experiment
Joosten, H., Bloemer, J. M. M., & Hillebrand, B. (2016) · Journal of Consumer Affairs · doi:10.1111/joca.12119 · Cited by 5
The use of ChatGPT in service recovery: Compensating customers
Ayyıldız, A. Y., Ayyıldız, T., & Koc, E. (2025) · Technology in Society · doi:10.1016/j.techsoc.2025.103058 · Cited by 4
Developing Compelling Online Recovery Strategies
Ayertey, S., & Ozuem, W. (2017) · Advances in marketing, customer relationship management, and e-services book series · doi:10.4018/978-1-5225-2697-1.ch013 · Cited by 4
Coping with service failure and recovery in restaurant: does being religious matter?
Rashid, M. H. A., Hamzah, M. I., Mansor, A. A., & Ali, S. A. M. (2021) · Journal of Foodservice Business Research · doi:10.1080/15378020.2021.1948311 · Cited by 4
“…distance, cultural value, and relationship norm (Ghalandari et al., 2012; Ha & Jang, 2009; Hess Jr. et al., 2003; Huang, 2011; Lii et al., 2012; Patterson et al., 2006; Tsai et al., 2014), it is critical to draw attention to religiosity because there is a trend of growing religious awareness…”
Background
Antecedents affecting employee service recovery performance in five star hotel
Tan, A. L. *., Hussain, K., & Sambasivan, M. (2014) · Sunway Institutional Repository (Sunway University) · Cited by 4
It Doesn't Taste the same from Someone Else's Plate: The Influence of Culture in Interpersonal Retail Service Evaluations
Spielmann, N., & Kim, J. (2010) · Journal of Global Academy of Marketing Science · doi:10.1080/12297119.2010.9730188 · Cited by 4
“…schemas, and contexts, seπice providers can have a better grasp of how to manage consequent client behaviors Cu1ture refers to the attitudes, va1ues, and preferences of individua1s (patterson, Cow1ey, and Prasongsukam, 2006) Hofstede’ s (1991) definition of cu1ture is summarized as the “…”
Background
Consumer Response to Recovery Efforts for Online Product Failures: An Empirical Study for Turkey
Oflaç, B. (2016) · Journal of Marketing Channels · doi:10.1080/1046669x.2016.1224308 · Cited by 4
“In the service failure literature, offline recovery is an important area for academics (e.g., de Ruyter & Wetzels, 2000; Holloway & Beatty, 2003; Levesque & McDougall, 2000; Maxham & Netemeyer, 2002; McCollough et al., 2000; Michel, 2001; Patterson et al., 2006; Smith et al., 1999).”
BackgroundInfluential
Hijyen Restoranlar İçin Hala Bir Şikâyet Nedeni mi Mersin deki Alakart Restoranlara Yönelik Çevrimiçi Müşteri Şikâyetleri Üzerinden Bir Araştırma
Güler, O., & Yayla, F. (2020) · Turk Turizm Arastirmalari Dergisi · doi:10.26677/tr1010.2020.588 · Cited by 4
The Role of Culture On Service Failure Perceptions and Service Recovery Expectations In Restaurants
Ülker, M., Şahbaz, R. P., & Karamustafa, K. (2021) · Advances in Hospitality and Tourism Research (AHTR) · doi:10.30519/ahtr.907743 · Cited by 4
“Research findings prove that the tourists’ perceptions of severity of service failures and effectiveness of service recoveries may vary by different cultures (Patterson et al., 2006).”
Background
Impacts of the COVID-19 pandemic on airline passengers’ recovery satisfaction: An experimental study
Istijanto, I. (2021) · Transportation Research Interdisciplinary Perspectives · doi:10.1016/j.trip.2021.100487 · Cited by 4
Cultural value orientation and attitudes toward workplace gender equity across generations: Insights from Delhi and National Capital region, India
Siddiqi, N., & Bhumika, B. (2023) · International Journal of Population Studies · doi:10.36922/ijps.422 · Cited by 4
“…utilized in this study are detailed as follows: a) Cultural Value Scale (CVSCALE): developed by Yoo et al. (2011 (Paul et al. , 2006) and validity (Patterson et al. , 2006). b) Generalized Conformity Tendency Test (GCTT): to assess employees’ conformity tendency, the GCTT developed by Rao (1968)…”
Method
Studying international complaints: a multicultural analysis across two time periods
Boluda, I. K., López, N. V., & Küster-Boluda, A. (2024) · Journal of Business and Industrial Marketing · doi:10.1108/jbim-01-2023-0052 · Cited by 4
Societal Norms, Need for Closure, and Service Recovery
Mattila, A. S., & Choi, S. (2012) · Journal of International Consumer Marketing · doi:10.1080/08961530.2012.741479 · Cited by 4
“These results add to the mounting literature in service recovery suggesting that overcompensation vis-à-vis others might have a negative impact on customer evaluations (Estelami and De Maeyer 2002; Patterson et al. 2006).”
BackgroundResultInfluential
Cross-Cultural Research on Consumer Responses to Service Failure: A Critical Review
Wan, L. C., & Chu, M. Y. (2013) · Palgrave Macmillan UK eBooks · doi:10.1057/9781137307293_9 · Cited by 4
Chapter 5 The Influence of Uncertainty Avoidance on Accountants’ Materiality Judgments: A Cross-Cultural Study of German and Italian Accountants
Heidhues, E., & Patel, C. (2012) · Studies in managerial and financial accounting · doi:10.1108/s1479-3512(2012)0000023010 · Cited by 4
Understanding and Responding to the Complaining Behaviors of Restaurant Customers from Collectivist Cultures
Okumuş, B. (2019) · Journal of Tourismology · doi:10.26650/jot.2019.5.1.0004 · Cited by 4
“Patterson, Cowley, and Prasongsukarn (2006) found additional support for the importance of recognizing an individual’s level of individualism/collectivism when addressing a service failure, and also pinpointed power distance and uncertainty avoidance (Hofstede, 1980) as essential dimensions to…”
Background
A hatékony panaszkezelés lehetőségei: kompenzáció és bocsánatkérés (Efficient possibilities of the customer complaints: compensation and apology)
Kenesei, Z., & Kolos, K. (2008) · Vezetéstudomány / Budapest Management Review · doi:10.14267/veztud.2008.05.03 · Cited by 4
Exploring Customer Loyalty Following Service Recovery: The Relationships of Perceived Justice, Commitment, Trust, and Loyalty
Kim, S., & Kandampully, J. A. (2011) · ScholarWorks@UMassAmherst (University of Massachusetts Amherst) · Cited by 4
The Effects Of Corporate Social Responsibility On Service Recovery Evaluations In Casual Dining Restaurants.
Albus, H. (2012) · Journal of International Crisis and Risk Communication Research · Cited by 4
Moderating Effect of the Power–Distance Belief on the Relationship between Employees’ Service Failures and Customers’ Behavioral Outcomes in the Sport Service Industry
Song, H., & Byon, K. K. (2021) · International Journal of Environmental Research and Public Health · doi:10.3390/ijerph18052488 · Cited by 4
“Scholars have focused on PDB’s effects on customers’ consumption behaviors [7,8,37].”
Background
Exploring Service Recovery and Justice Theoryin the Libyan Airline Industry
Ramadan, A. G. A. (2012) · Research Repository (University of Gloucestershire) · Cited by 4
Airline service failure and recovery :a conceptual and empirical analysis
Leow, S. (2015) · Cited by 4
The Effect of Individualism on Opportunism Propensity in International Strategic Alliances
Furrer, O., Tjemkes, B. V., Aydınlık, A. Ü., Yaşlıoğlu, M., & Baş, T. (2012) · Academy of Management Proceedings · doi:10.5465/ambpp.2012.16430abstract · Cited by 4
Brands in Unsafe Places: Effects of Brand Safety Incidents on Brand Outcomes
Grewal, L. S., Vana, P., & Stephen, A. T. (2025) · Journal of Marketing Research · doi:10.1177/00222437251349522 · Cited by 3
Green Washing and Brand Crises: Modelling Consumer Trust Repair
Rashid, H., Ahmad, W., & Hafizullah (2023) · Pakistan Journal of Humanities and Social Sciences · doi:10.52131/pjhss.2023.1102.0502 · Cited by 4
“(Prasongsukarn & Patterson, 2012; Eisingerich et al., 2011; Xie & Peng, 2009; Kau & Loh, 2006; Patterson et al., 2006; Sierra & McQuitty, 2005; Mattila, 2001).”
Background
How a group service failure at a restaurant turns into an individual dissatisfaction? A scenario-based experiment
Güler, O., & Çakici, A. (2020) · Journal of Multidisciplinary Academic Tourism · doi:10.31822/jomat.802758 · Cited by 3
The Impact of Value Co-Creation Behaviour within the Social Media Context
Sleilati, E. B., & Sfeir, C. J. (2021) · Asian Journal of Business and Accounting · doi:10.22452/ajba.vol14no1.2 · Cited by 3
“Hence, customers are likely to demonstrate positive experiences with the firm and share these experiences with other users (Patterson et al., 2006).”
Background
Consumer Values and Green Products Consumption in Malaysia
Chekima, B. (2019) · IGI Global eBooks · doi:10.4018/978-1-5225-7915-1.ch011 · Cited by 3
Pandemic-oriented customer mistreatment, service sabotage and service performance: a self-presentation perspective
Gerashi, M. K., Akhgari, F., Damberg, S., & Moradi, F. (2023) · International Hospitality Review · doi:10.1108/ihr-10-2022-0044 · Cited by 3
Consumer Values and Green Products Consumption in Malaysia
Chekima, B. (2016) · Advances in marketing, customer relationship management, and e-services book series · doi:10.4018/978-1-5225-0282-1.ch017 · Cited by 3
TQM Factors and Their Impact on Service Recovery and Service Performance - In restaurant settings -
Suk, J. B., Chung, S. H., & Choi, K. (2013) · Journal of the Korean society for quality management · doi:10.7469/jksqm.2013.41.1.095 · Cited by 3
“(1999) Patterson et al. (2006) Procedural Justice ► Fair Procedure ► Speedy Procedure”
Background
The Effects of Service Failure Magnitude on Perceived Justice, Positive Emotion, and Revisit Intention in Restaurants -A Comparison of Korean and American Customer Perceptions-
Yi, N.-Y. (2011) · The Korean Journal of Food And Nutrition · doi:10.9799/ksfan.2011.24.3.329 · Cited by 3
Modelling the Mediation Effect of Service Recovery on the relationship between Customer complaints and Customer loyalty in Retail banking Industry
Abubakar, M., Mokhtar, S. S. M., & Abdullattef, A. O. (2013) · Australian Journal of Business and Management Research · doi:10.52283/nswrca.ajbmr.20130304a04 · Cited by 3
Institutional complexity: a bibliometric on recent publication in institutional theor
SILVA, F. A. B. N. D., & Crubellate, J. M. (2016) · Revista Eletrônica de Ciência Administrativa · doi:10.21529/recadm.2016009 · Cited by 3
Empoderamento na Recuperação do Serviço: Implicações na Percepção de Equidade e Lealdade do Cliente
Leão, W., & Santos, J. B. (2018) · Revista Eletrônica de Ciência Administrativa · doi:10.21529/recadm.2018009 · Cited by 3
An Investigation of Customers’ Recovery Expectations after Service Failure: Evidence from e-Commerce Settings at Different Stages of Maturity
Azemi, Y., & Kini, R. B. (2021) · Journal of International Consumer Marketing · doi:10.1080/08961530.2021.2012313 · Cited by 3
“…that is, the recovery does not meet the recovery expectations), or the service recovery paradox (SRP) (i.e., a situation in which the recovery strategy exceeds customer expectations, situating a customer’s satisfaction at its highest peak) (Patterson, Cowley, and Prasongsukarn 2006; Magnini et al.”
Background
Dimensional Analysis of Service Fairness on Service Quality and Customer Satisfaction: A Local Municipality study
Masitenyane, L. A., & Mokoena, B. A. (2023) · African Journal of Inter/Multidisciplinary Studies · doi:10.51415/ajims.v5i1.1056 · Cited by 3
Modeling the Role of Consumer Happiness on Online Buying IntentionPreprint
Khelil, H. B., Othmani, L., & Bouslama, N. (2015) · SSRN Electronic Journal · doi:10.2139/ssrn.2615480 · Cited by 3
The Green-Eyed Monster Strikes Back: Moderators and Mediators of the Relationship Between Distributive Justice and Theft
Wilkin, C. L. (2011) · MacSphere (McMaster University) · doi:10.71548/6683 · Cited by 3
Exploring the relationship between individual cultural values and employee silence
Tanyaovalaksna, S. (2016) · TSpace (University of Toronto) · Cited by 3
Can corporate social responsibility and recovery justice restore customer identification following service failure?
Kwan, H. Y., Siu, N. Y., Zhang, J., & Barnes, B. R. (2025) · Journal of Services Marketing · doi:10.1108/jsm-06-2024-0276 · Cited by 2
Formal or informal? Which language do merchants use to reply to negative online reviews?
Wu, R., & Huang, L. (2025) · Journal of Retailing and Consumer Services · doi:10.1016/j.jretconser.2025.104619 · Cited by 2
Communication errors in online interactions
Hope, L., Vilar, A. D. L. F., Kontogianni, F., Leslie, A., & Oostinga, M. S. D. (2026) · Oñati Socio-legal Series · doi:10.35295/osls.iisl.2354 · Cited by 2
“For example, individuals from collectivist cultures may view responses initiated by the offending party (such as an organization) as more favourable than individuals from individualist cultures, who may not demonstrate the same positive response (Patterson et al. 2006).”
Alter als Moderator im Nachbeschwerdeverhalten
Roschk, H., & Müller, J. (2009) · RePEc: Research Papers in Economics · Cited by 2
How complaint handling procedures influence consumer decisions to shop online
Ong, C. E., & Chan, C. (2014) · RMIT Research Repository (RMIT University Library) · Cited by 2
Smart Airplane Seat Assignment System for Passengers' Multimedia Preferences
Qiu, J., Wu, C., Wu, A., & Liu, L. (2017) · IEEE International Conference on Smart Computing · doi:10.1109/smartcomp.2017.7947046 · Cited by 2
Corporate Social Responsibility (CSR), Service Failures and Recovery Strategies for Sustainable Business: The Case of Nigeria
Kalagbor, A. N., Idowu, S. Ο., GSBL, 1.-2. H. R., Mulat-Weldemeskel, E., & GSBL, 1.-2. H. R. (2022) · Economic Insights – Trends and Challenges · doi:10.51865/eitc.2022.01.01 · Cited by 2
“Therefore, the key aim of this study is to critically examine the relationship between CSR, service failure, and recovery strategies to gain stakeholders’ trust and legitimacy (Patterson et al., 2006).”
Background
Implications of Culture for Tourism and Hospitality Marketing Mix in East and Southeast Asia
Koç, E., & Cheung, C. (2022) · CABI eBooks · doi:10.1079/9781800622166.0001 · Cited by 2
The Study of Apology in Public Relation Crisis Management: how to Achieve the Mitigated Outcomes by Deploying Effective Apologies
Chen, P. (2022) · BCP Business & Management · doi:10.54691/bcpbm.v34i.3145 · Cited by 2
“According to Justicetheory, three key attributes: empathy, intensity, and timing, foster post-crisis service recovery satisfaction of the customers[5].”
Background
To wear or not to wear? The influence of regulatory focus and individual cultural orientation on face mask wearing
Wen, Y., Gupta, S., & Coşkun, M. (2023) · Journal of Consumer Affairs · doi:10.1111/joca.12528 · Cited by 2
Service Failure Recovery in the Sharing Economy: A Case Study of Airbnb
Sosa, L., Abhari, K., Pesavento, M., Koobchehr, F., Xiao, B. S., Kohsuwan, P., & Olivares, F. (2021) · Hawaii International Conference on System Sciences (HICSS) · doi:10.24251/hicss.2021.099 · Cited by 2
“Informational failure is a major service failure category [20], and constitutes a failure (either implicit or explicit) to provide appropriate, reliable and timely informational data that is of interest of customer for decision-making.”
Background
The Role of Service Recovery in Online Privacy Violation
Hazarika, B., Gerlach, J. H., & Cunningham, L. F. (2019) · IGI Global eBooks · doi:10.4018/978-1-5225-8176-5.ch076 · Cited by 2
The role of emotions and perceived control in the recovery strategy of service companies
Kolos, K., & Kenesei, Z. (2009) · Applied Studies in Agribusiness and Commerce · doi:10.19041/apstract/2009/3-4/14 · Cited by 2
LA ACTITUD DEL CONSUMIDOR SEGÚN LA PERCEPCIÓN DE JUSTICIA ORGANIZACIONAL
Arango, A. M. A. (2009) · Estudios Gerenciales · doi:10.1016/s0123-5923(09)70091-9 · Cited by 2
Understanding Personal and Cultural Factors on the Level of UCC Participation: Centered on Korea and U.S.A
Lee, H., Kim, Y., & Kang, S. (2009) · The Journal of the Korea Contents Association · doi:10.5392/jkca.2009.9.2.216 · Cited by 2
“(2006)은 매우 포괄적이며 반복적인 검증을 통하여 유용하다고 판단한다[32].”
The impact of culture values on customer perceptions of service encounter and reactions to service failure and recovery
Bao, G.-M., & Zhang, S. (2011) · International Conference on Artificial Intelligence, Management Science and Electronic Commerce · doi:10.1109/aimsec.2011.6010242 · Cited by 2
“Some researchers investigated how consumer evaluations of recovery efforts were influenced by interplay of consumers’ value orientation and service recovery attributes [20].”
Background
Impact of Relational Dynamics on Customer Loyalty in Higher Education Sector: The Moderating Role of Long Term Orientation
Abubakar, M., & Mokhtar, S. S. M. (2015) · RePEc: Research Papers in Economics · Cited by 2
CULTURAL TOURISM AND THE TOURISM DEVELOPMENT IN PHU QUOC ISLAND, VIETNAM
Vu, H. M., & Tai, N. T. (2017) · International Bata Conference for Ph.D. Students and Young Researchers (DOKBAT) · doi:10.7441/dokbat.2017.23 · Cited by 2
CONSUMER COMPLAINT BEHAVIOUR, WARRANTY AND WARRANTY CLAIM: BRIEF OVERVIEW
Shaw, S. (2017) · International Bata Conference for Ph.D. Students and Young Researchers (DOKBAT) · doi:10.7441/dokbat.2017.30 · Cited by 2
Fairness and Consumer Behavior: A WWJD (What Would Justice Do?) Analysis
Wilson, K. S., Conlon, D. E., & Koopman, J. (2017) · Routledge eBooks · doi:10.4324/9780203793084-4 · Cited by 2

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