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

Show all 76 references

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 401–500 of 525

Time Series Visualization of Customer Emotions Using Artificial Neural Network
Chuttur, M. Y., & Rawoteea, N. (2021) · Advances in intelligent systems and computing · doi:10.1007/978-981-33-4299-6_9 · Cited by 2
Impact de la qualité perçue du site web marchand sur le bonheur du cyberconsommateur
Ltifi, M., & Gharbi, J.-E. (2015) · La Revue Gestion et Organisation · doi:10.1016/j.rgo.2015.01.003 · Cited by 3
Cultural friction during intercultural service encounters with Chinese tourists: perspectives from hotel employees in Australia
Liang, W.-H. (2024) · Cogent Social Sciences · doi:10.1080/23311886.2024.2318868 · Cited by 3
“For a customer, they tend to choose service employees that they believe to be similar to themselves culturally for the greater trust and familiarity (Kulik &Holbrook, 2000) in reducing perceived risks (Patterson et al., 2006).”
Kundenzufriedenheit, Beschwerdeverhalten und Beschwerdezufriedenheit: Ein Überblick
Müller, S. C., Meixner, S., & Wünschmann, S. (2009) · Gabler eBooks · doi:10.1007/978-3-8349-8787-7_19 · Cited by 2
DEPRESSION AND TURNOVER INTENTION AMONG HOTEL EMPLOYEES
Kılıç, R., Boz, H., & Koç, E. (2016) · DergiPark (Istanbul University) · Cited by 2
Interrelationship between Perceived Instructor Power, Student Dissatisfaction, and Complaint Behaviors in the Context of Higher Education
Yoke, L. B. (2018) · International Education Studies · doi:10.5539/ies.v11n7p12 · Cited by 2
Impact of shared history on customers’ service evaluations
Hakim, Z. T. A., Sengupta, S., & Cuny, C. (2020) · Journal of Retailing and Consumer Services · doi:10.1016/j.jretconser.2020.102070 · Cited by 3
How Does Culture Impact Customer Evaluation in Online Complaining?
Sengupta, S. (2022) · IGI Global eBooks · doi:10.4018/978-1-6684-6287-4.ch083 · Cited by 2
Return of the narrative: studies on transportation in social media
van Laer, T. (2011) · doi:10.26481/dis.20110617tl · Cited by 2
The influence of culture on customers' complaint behaviour pertaining to service failures
Walters, M. L. (2010) · Boloka Institutional Repository (North-west University) · Cited by 2
CUSTOMER SERVICE RECOVERY PROCESSES: A CASE STUDY OF KENYA COMMERCIAL BANK (KCB) GROUP
Makau, L. K. (2013) · Cited by 2
Cross-Cultural Organizational Justice: When Are Fairness Perceptions Universal or Culturally Dependent?
Silvernail, K. (2021) · Scholarworks (University of Massachusetts Amherst) · doi:10.7275/7881735.0 · Cited by 2
Marketing e diversidade: Prazer, eu existo
Cavalcanti, H. T., Marcelino, A. D. T., de Moraes, T. A., Júnior, S. D. D. S., & de Abreu, N. R. (2016) · Diálogo · doi:10.18316/2238-9024.16.39 · Cited by 2
An investigation into the role of moderating variables on mobile broadband technology acceptance in Indonesia
Rudito, P. (2014) · RMIT Research Repository (RMIT University Library) · doi:10.25439/rmt.27333450 · Cited by 2
INTRODUCTION TO MARKETING METRICS AND CHARACRERISTICS OF SELECTED ONLINE MARKETING METRICS
Hojdik, V. (2017) · International Bata Conference for Ph.D. Students and Young Researchers (DOKBAT) · doi:10.7441/dokbat.2017.15 · Cited by 1
Addressing Service Failure and Recovery in Digital Service Systems: Opportunities and Challenges
dos Reis, J. C. G., Santos, V., Amorim, M. P. C., & Melão, N. F. (2019) · Journal of Reviews on Global Economics · doi:10.6000/1929-7092.2019.08.149 · Cited by 1
Service recovery types on customer forgiveness: a moderated moderation model of promotions and customer type
Kim, K., & Ha, H. (2023) · Asia Pacific Journal of Tourism Research · doi:10.1080/10941665.2023.2293806 · Cited by 1
“Additionally, multiple studies have found positive associations between all three forms of justice and service recovery satisfaction (Karande et al., 2007; Kau & Loh, 2006; Kim et al., 2009; Patterson et al., 2006).”
Background
Service Recovery in Tourism: A Bibliometric-Based Systematic Review and Research Agenda
TANKUŞ, E., Ozturk, I., Mengus, D. B., & Sökmen, A. (2024) · Interdisciplinary Description of Complex Systems · doi:10.7906/indecs.22.6.6 · Cited by 1
“On the other hand, effectively handling customer complaints and improving service can turn angry and frustrated customers into loyal customers [42].”
Post-pandemic healthcare choices: SERVQUAL model and the influence of hospital image
Gupta, O. J., Singh, K. P., Yadav, S., Darda, P., & Parihar, S. S. (2025) · Journal of Health Organization and Management · doi:10.1108/jhom-01-2024-0002 · Cited by 5
Rethinking Picky Shoppers and Store Reputation: Effective Online Service Recovery Strategies for Products with Minor Defects
Cheng, X., & Nam, I. (2025) · Journal of theoretical and applied electronic commerce research · doi:10.3390/jtaer20040259 · Cited by 1
Digital Sentiments: Toward a Theory of Emotions in Digital Governance
Vissoky, G., Vigoda‐Gadot, E., & Стырин, Е. М. (2026) · Public Administration Review · doi:10.1111/puar.70125 · Cited by 1
Das organisationspsychologische Fairness-Konstrukt im Marketing
Aholt, A., Queißer, C., Rowe, J., & Vogel, R. (2008) · Zeitschrift für Management · doi:10.1007/s12354-008-0047-z · Cited by 1
Effects of Service Recovery Efforts on Customers' Switching Intentions
Chung, H.-Y. (2010) · The Journal of the Korea Contents Association · doi:10.5392/jkca.2010.10.7.377 · Cited by 1
“서비스 품질은 일선 종업원들의 태도 및 행동, 고객들의 기대, 그리고 심지어는 다른 고객들의 행동과 밀접한 연관성 을 갖게 된다[14].”
Service Perspective: Recognizing the Presence of Service-like Principles within Marketing Communication via Personal Media
Bacile, T. J. (2013) · Cited by 1
Cost minimization in hotel's service recovery
Tan, A. L., & Mansourirad, E. (2013) · Applied Mathematical Sciences · doi:10.12988/ams.2013.35291 · Cited by 1
The Interaction between Perceived Quality and Corporate Social Responsibility: A Difference between Public Entities and Private Enterprises
Kim, N., & Yoon, S. (2011) · Journal of Product Research · doi:10.36345/kacst.2011.29.5.008 · Cited by 1
HUBUNGAN VARIABEL DEMOGRAFI DAN DIMENSI BUDAYA DENGAN PERILAKU KOMPLAIN WISATAWAN HOTEL BERBINTANG DI BALI
Jokohael, N. F., Suprapti, N. W. S., & Yasa, N. N. K. (2017) · E-Jurnal Ekonomi dan Bisnis Universitas Udayana · doi:10.24843/eeb.2017.v06.i08.p02 · Cited by 1
Promoting responsible service policy: The impact of complaint invitation on perceived service recovery performance
Nuansi, P., & Ngamcharoenmongkol, P. (2019) · Journal of Business & Retail Management Research · doi:10.24052/jbrmr/v13issp/art-3 · Cited by 1
BİREYSEL KÜLTÜRÜN ONLİNE OTEL REZERVASYONU YAPMA NİYETİNE ETKİSİ
Curkan, S. C. (2020) · Pamukkale University Journal of Social Sciences Institute · doi:10.30794/pausbed.787215 · Cited by 1
Uncertainty avoidance level and purchase intention in Hungarian e-commerce
Phamthi, V. (2024) · Marketing & Menedzsment · doi:10.15170/mm.2023.57.04.04 · Cited by 2
“Further, the indivi-dual-culture value supports understanding consumers and achieving marketing success rather than national culture (Patterson et al. 2006).”
Background
Examining the Effect of Workplace Incivility on Affective Job Insecurity: Insights from Vietnam
Ma, T.-N., Vu, H. V., Anh, D. T. H., & Nguyen, T. K. (2025) · Social Psychology and Society · doi:10.17759/sps.2025160105 · Cited by 1
Marketing-related failures: review, synthesis, and new research agenda
Osei, C., Amankwah‐Amoah, J., & Omar, M. (2025) · Strategy and Leadership · doi:10.1108/sl-05-2025-0099 · Cited by 1
Uncertainty Avoidance as a Moderator to Service Fairness and Customer Satisfaction in Online Banking
Zhu, Y.-Q., & Chen, H.-G. (2010) · doi:10.6382/jim.201012.0077 · Cited by 1
“It has been identified as an important moderator to customer satisfaction in several studies (e.g. Patterson et al. 2006; Reimann et al. 2008).”
Background
Perception of fairness within organic fresh produce supply chains: the case of small and medium fresh produce retailers
Jacob-John, J., & Veerapa, N. K. (2016) · Acta Horticulturae · doi:10.17660/actahortic.2016.1137.33 · Cited by 1
Análisis del sistema integral de recuperación del servicio en el sector hotelero de la ciudad de Cartagena
Estrada-Estrada, M. L., Aragones, F. J. A., & Jurado-Coronell, J. J. (2016) · Respuestas · doi:10.22463/0122820x.795 · Cited by 1
Governance in the context of inter-organizational networks: a study in local productive arrangements from Paraná state regarding the institutional approach
de Castro, M., Jacometti, M., & Gonçalves, S. (2016) · Revista Eletrônica de Ciência Administrativa · doi:10.21529/recadm.2016008 · Cited by 1
Must Service Recovery Justice Lead to Customer Satisfaction? The Moderating Effects of Cultural Variables
Lee, J. L. M., Siu, N. Y., & Zhang, T. J. F. (2017) · Developments in marketing science: proceedings of the Academy of Marketing Science · doi:10.1007/978-3-319-47331-4_42 · Cited by 1
Towards a co-creation framework in the retail banking services industry: a cross-cultural analysis
Cambra‐Fierro, J., Grott, E. M., & Pérez, L. (2017) · Deposito de Investigacion Universidad de Sevilla (University of Seville) · Cited by 1
Consumer Persona
Chaisuwan, B.-N., Chantamas, M., & Prasongsukarn, K. (2018) · Advances in marketing, customer relationship management, and e-services book series · doi:10.4018/978-1-5225-6120-0.ch010 · Cited by 1
Self-citation
Co-creation of Service Recovery and Post-Recovery Responses: The Impact of Cultural Values Orientations and Outcome Favorability
Bakhsh, N. N. (2019) · Journal of Service Science Research · doi:10.1007/s12927-019-0007-4
Otel Müşterilerinin Hizmet Adalet Algıları ve Davranışsal Niyetleri Arasındaki İlişkide Hizmet Telafisi Tatmini ve Genel Tatminin Aracılık Rolü
ÖZTÜRK, İ., & Yılmaz, İ. (2020) · Turk Turizm Arastirmalari Dergisi · doi:10.26677/tr1010.2020.485 · Cited by 1
A Comparative Study of the Perception of Clients and Service Providers in the Areas of Service Recovery in Human Capital Market
Gupta, A. D., & Baksi, A. K. (2020) · Jaipuria International Journal of Management Research · doi:10.22552/jijmr/2020/v6/i2/205277 · Cited by 1
Priority Factors of Service Recovery Strategy in Distribution Channel
Han, S., Jung, K. S., Lee, M. S., & Lee (2015) · ASIA MARKETING JOURNAL · doi:10.53728/2765-6500.1389 · Cited by 1
Customer satisfaction of urban farming application services: “e-Buruan Sae”
Sukarno, P., Utomo, R. G., Yasirandi, R., & Suwastika, N. A. (2022) · JURNAL INFOTEL · doi:10.20895/infotel.v14i4.846 · Cited by 1
“On a website-based platform, the user’s desire to continue to use website-based services depends on the user’s perception of quality benefits [27].”
Background
THE IMPACT OF BUSINESS ORIENTATIONS ON CUSTOMER LOYALTY: AN EMPIRICAL STUDY USING A CASE STUDY APPROACH
Khan, O. (2009) · OpenGrey (Institut de l'Information Scientifique et Technique) · doi:10.13140/rg.2.1.1059.3045 · Cited by 1
Hedonic and utilitarian purchases and construal level theory in the perception of justice and price fairness: behavioral and physiological perspectives
Isabella, G. (2015) · Digital Library of Theses and Dissertations (Universidade de São Paulo) · doi:10.11606/t.12.2015.tde-30092015-111840 · Cited by 1
Service quality at Varsity Colleges in Durban North and Westville : students' perceptions
Devnarrian, P. (2011) · doi:10.51415/10321/684 · Cited by 1
ATINER's Conference Paper Series MKT2014-1364
Jaroenwanit, P., & Brown, R. H. (2014) · Cited by 1
Service Recovery Paradox: Customers' Response to a Service Failure-Recovery Situation in a Mobile Telecommunications Context
Soares, R. R. (2015) · Portuguese National Funding Agency for Science, Research and Technology (RCAAP Project by FCT) · doi:10.34626/geq6-5q51 · Cited by 1
Value Chain Dynamics et Impact of Collective Action on Smallholder Livelihood Improvement in Kenya
Mutonyi, S. (2016) · doi:10.20868/upm.thesis.44628 · Cited by 1
Análisis de los factores determinantes de la repetición del proceso de compra en el comercio electrónico entre empresas y consumidores finales. Aplicación al mercado español
López, A. U. (2012) · doi:10.20868/upm.thesis.14763 · Cited by 2
The Differential Effects of Distinct Consumer Conflicts on Susceptibility to Maladaptive Behaviors: The Mediating Role of Psychosocial FactorsPreprint
Hajisafi, A. (2023) · SSRN Electronic Journal · doi:10.2139/ssrn.4498284 · Cited by 1
Complaint management on the polish financial market – the dimensions of customer evaluation
Berger, M. (2015) · International Journal of Business and Management · doi:10.20472/bm.2015.3.3.002
서비스 회복시 소비자의 공정성 인식에 대한 비교문화 연구
김나민, & 임건신 (2011) · 마케팅연구
Interkulturelle Unterschiede im Beschwerdeverhalten als Herausforderung des internationalen Beschwerdemanagements
Stauß, B., & Nogly, F. (2009) · Gabler eBooks · doi:10.1007/978-3-8349-8797-6_13
An international and comparative study of perceived justice in Mexican, Puerto Rican and Spanish hospitals
Varela, J. C. S., Carrillo, I. M., Padín, C., Neira, M. D. C. O., Santos‐Corrada, M., & Svensson, G. (2014) · International Journal of Pharmaceutical and Healthcare Marketing · doi:10.1108/ijphm-03-2013-0009 · Cited by 1
Service Recovery: Trend, Path Model, and Cultural Comparison
Weng, H.-H. (2009) · TigerPrints (Clemson University)
Investigating Customer Loyalty in Service Failure-Recovery Encounter: The Moderating Role of Customer Coproduction
Kwan, H. Y., Siu, N. Y., & Zhang, J. (2013) · International Conference on Service Science and Innovation (ICSSI) · doi:10.1109/icssi.2013.14
La transposition du concept de trahison interpersonnelle aux relations entre marques et clients : réflexions conceptuelles et étude exploratoirePreprint
Chaxel, A., Bour, S., & Volle, P. (2007) · RePEc: Research Papers in Economics
Beschwerdebehandlung und Nachbeschwerdeverhalten im interkulturellen Kontext
Wirtschaft, L.-I. (2009)
Poising Frontline Service Providers for Success: An Integrative Review and Future Directions
Magnini, V. P. (2012)
The role of cultural familiarity on customer satisfaction in the context of hotel service failure
Sparks, T., & Butcher, K. (2012) · CRC Press eBooks · doi:10.1201/b12752-15
Extending the service-profit chain: a longitudinal perspective
Strydom, G. (2017) · Figshare · doi:10.4225/03/58b8abf5d8eca
Gestión empresarial del sistema de reclamaciones y quejas bajo los enfoques mecanicista y orgánico: antecedentes y resultados
S.Phabmixay, C. S. P. (2015) · UVaDOC UVaDOC University of Valladolid Documentary Repository (University of Valladolid) · doi:10.35376/10324/16798
Persuasion Tactics of Salesmen : Moderating Effect in Regards to the Purchasing Patterns and Gender of College Students
Yoon, S., Kang, J., & Jeong, W.-D. (2015) · Journal of the Korea Academia-Industrial cooperation Society · doi:10.5762/kais.2015.16.11.7494
A Study on Mobile Application Advertising Users' Perceived Perception and Service Recovery
Kang, M.-Y., Chi, Y.-S., sungeun, L., & Han, K.-S. (2016) · Journal of the Korea society of IT services · doi:10.9716/kits.2016.15.1.269
A Study on the Effects of Company's Actual Response to Customer Complaints on Justice, Trust and Satisfaction
Ji, H.-J. (2015) · Journal of the Korea Academia-Industrial cooperation Society · doi:10.5762/kais.2015.16.6.3829
THE EFFECT OF CUSTOMERS ' EMOTION ON SERVICE RECOVERY STRATEGY IN IT SERVICE FAILURES Research-in-Progress
Sitoh, M. K., & Cavusoglu, H. (2012)
Impact of Culture on Service Failures and Service Recoveries
Tanrıkulu, C., & Gelibolu, L. (2014) · Advances in business strategy and competitive advantage book series · doi:10.4018/978-1-4666-6551-4.ch011
Autonomy Supportive Instruction as it relates to Students' Motivational Beliefs on an ePortfolio Project: The Moderating Role of Culturally Based Learning Preferences
Woodyard, J. C. (2016) · VTechWorks (Virginia Tech)
The Effect of Psychological and External Factors on Service Recovery and Consumer Behaviors - The Case of On-line Games
Lii, Y., Unversity, F. C., Liu, X.-T., Lin, H.-J., & Unversity, C. (2008)
Il ruolo della competenza culturale nell'event marketing del turismo
Cannavale, C. (2017) · ECONOMIA E DIRITTO DEL TERZIARIO · doi:10.3280/edt2-2017oa5462
The Influence of Core Chinese Cultural Values on Customer Loyalty
Hoare, R. J. (2011) · Griffith Research Online · doi:10.25904/1912/3532
Breaking (the) ice : communication error management in law enforcement interactions
Oostinga, M. S. D. (2018) · doi:10.3990/1.9789036544931
Relationship between the evaluation of outcome- versus process-oriented service recovery and action identification
Suzuki, S., Takemura, K. N., & Hamamura, T. (2018) · International Journal of Marketing & Distribution · doi:10.5844/jsmd.21.1_67
Customer participation in service recovery
Jåfs, K. (2016) · Työväentutkimus Vuosikirja
Service Justice and Mediating Effect of Service Authenticity in Service Recovery Situation
Han, S., & 안명아 (2016) · Journal of Consumption Culture · doi:10.17053/jcc.2016.19.1.003
INSIGHTS AND PRACTICES FROM BRANDING IN DESTINATION MANAGEMENT
Hýblová, M. (2017) · International Bata Conference for Ph.D. Students and Young Researchers (DOKBAT) · doi:10.7441/dokbat.2017.17 · Cited by 33
SUSTAINABLE TOURISM DEVELOPMENT - A CASE OF PHU QUOC ISLAND, VIETNAM
Vu, H. M., & Ngo, V. M. (2017) · International Bata Conference for Ph.D. Students and Young Researchers (DOKBAT) · doi:10.7441/dokbat.2017.22
EVALUATION AND EFFICINECY OF ADDITIONAL TRAINING IN CZECH COMPANIES IN THE CONTEXT OF FINANCIAL RESOURCES
Kudláček, L. (2017) · International Bata Conference for Ph.D. Students and Young Researchers (DOKBAT) · doi:10.7441/dokbat.2017.21
ANALYSIS OF THE DEVELOPMENT OF HOTEL SECTOR IN THE REPUBLIC OF KAZAKHSTAN
Tučková, Z., & Мадиевна, У. Д. (2017) · International Bata Conference for Ph.D. Students and Young Researchers (DOKBAT) · doi:10.7441/dokbat.2017.34
EVALUATION OF BUSINESS PERFORMANCE IN SLOVAK REPUBLIC BY ECONOMIC VALUE ADDED
Jančovičová, M., & Kováčiková, K. (2017) · International Bata Conference for Ph.D. Students and Young Researchers (DOKBAT) · doi:10.7441/dokbat.2017.18
INTRODUTION IN THE EUROPEAN UNION’S SANCTION POLICY AGAINST RUSSIAN FEDERATION
Pastorová, V. (2017) · International Bata Conference for Ph.D. Students and Young Researchers (DOKBAT) · doi:10.7441/dokbat.2017.26
GREEN HUMAN RESOURCE MANAGEMENT, ENVIRONMENTAL AND FINANCIAL PERFORMANCE IN TOURISM FIRMS IN VIETNAM: CONCEPTUAL MODEL
Nhat, P. T., & Tučková, Z. (2017) · International Bata Conference for Ph.D. Students and Young Researchers (DOKBAT) · doi:10.7441/dokbat.2017.27
CORPORATE REPUTATION VS. FINANCIAL PERFORMANCE
Kozáková, M. (2017) · International Bata Conference for Ph.D. Students and Young Researchers (DOKBAT) · doi:10.7441/dokbat.2017.20
A REVIEW AND CRITIQUE OF RESEARCHES ON KNOWLEDGE MANAGEMENT AND INNOVATION IN ACADEMIA
Ngoc, N. (2017) · International Bata Conference for Ph.D. Students and Young Researchers (DOKBAT) · doi:10.7441/dokbat.2017.25
IDENTIFYING MATERIAL ASPECTS AND BOUNDARIES FOR SUSTAINABILITY REPORTING: CASE STUDIES IN CZECH CORPORATIONS
Doan, N. T. T. (2017) · International Bata Conference for Ph.D. Students and Young Researchers (DOKBAT) · doi:10.7441/dokbat.2017.24
CASE STUDY OF COMMUNICATION OF THE PROJECT WATER FOR
Gartnerová, E. (2017) · International Bata Conference for Ph.D. Students and Young Researchers (DOKBAT) · doi:10.7441/dokbat.2017.11
THE USE OF FINANCIAL CONTROLLING INSTRUMENTS IN A PARTICULAR COMPANY
Zlámalová, J. (2017) · International Bata Conference for Ph.D. Students and Young Researchers (DOKBAT) · doi:10.7441/dokbat.2017.36 · Cited by 1
BULL WHIP EFFECT IN THE FMCG INDUSTRY
Strommer, D. (2017) · International Bata Conference for Ph.D. Students and Young Researchers (DOKBAT) · doi:10.7441/dokbat.2017.31
SOCIO-ECONOMIC DETERMINANTS OF INTERNACIONAL MIGRATION: EVIDENCE FROM PAKISTAN
Javed, M., & Awan, M. S. (2017) · International Bata Conference for Ph.D. Students and Young Researchers (DOKBAT) · doi:10.7441/dokbat.2017.19 · Cited by 33
Key antecedents influencing customer satisfaction with service recovery: a case of airlines in Malaysia
Abas, N. (2014) · Universiti Putra Malaysia Institutional Repository (Universiti Putra Malaysia)
Dealing with Service Failure Smarter: The Critical Role of Customer Voice Management in Service Recovery Process.
Nuansi, P., & Ngamcharoenmongkol, P. (2019)
Service Recovery Effect of Online Retailing: An Empirical Research
王, 增. (2013) · Management Science and Engineering · doi:10.12677/mse.2013.23011
A cross-country study of motivations for eWOM continuity in review sites: Do cultural values matter?
Labsomboonsiri, S. (2020) · Queensland University of Technology · doi:10.5204/thesis.eprints.199782
العدالة المدرکة کمتغیر وسیط فی العلاقة بین إستراتیجیات إصلاح الخدمة ورضا العمیل عن إصلاح الخدمة
السید, ر. م., & السید, ر. م. (2020) · مجلة جامعة الإسکندرية للعلوم الإدارية · doi:10.21608/acj.2020.93512
Persepsi Petugas Customer Relation Officer Dalam Service Recovery Rekomendasi Hak Guna Bangunan di Atas Hak Pengelolaan Lahan
Putri, A. A., & Fitriati, R. (2020) · Jurnal Ilmu Administrasi Negara (JUAN) · doi:10.31629/juan.v8i1.2076
Impact of National Culture in Reaction to Service Failures
Ribeiro, R., & Meneses, R. (2021) · Springer proceedings in business and economics · doi:10.1007/978-3-030-59972-0_27
Kultúraközi szolgáltatásélmények vizsgálata a megalapozott elmélet módszerével
Kenesei, Z., & Stier, Z. (2015) · Vezetéstudomány / Budapest Management Review · doi:10.14267/veztud.2015.03.01
The Impact of Online Service Recovery on Customer Satisfaction: Empirical Evidences from Service Operations
Gu, B. (2010) · Journal of the Association for Information Systems

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