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
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In the citing paper
“Similarly, the importance of different justice dimensions remains unclear.”
From A Meta-Analysis of Organizational Complaint Handling and Customer Responses (2011) · cites this paper as Patterson, Cowley, and Prasongsukarn 2006
In the citing paper
“Justice theory is used in more recent studies, which provide evidence that customers, who perceive the organizational response to a complaint as fair, display higher levels of post-complaint satisfaction than those who perceive the response as unfair (Maxham III and Netemeyer 2002; Patterson, Cowley, and Prasongsukarn 2006; Smith, Bolton, and Wagner 1999).”
From A Meta-Analysis of Organizational Complaint Handling and Customer Responses (2011) · cites this paper as Patterson, Cowley, and Prasongsukarn 2006
Citations
Cites
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The Social Psychology of Procedural Justice
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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
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
Cited by
Sorted by citations
Items 501–525 of 525
Le pouvoir de l’excuse dans la récupération de service
Chtourou, A. (2020) · Projectics / Proyéctica / Projectique · doi:10.3917/proj.027.0039
Service Recovery Effect of Online Retailing: An Empirical Research *
Zeng-min, W., Wang, X., Pan, Y. C., & Qi, J. (2013)
An experimental investigation into the timing of service failure communication
Dallinger, I. (2021) · VTechWorks (Virginia Tech)
Polypharmacy and the coproduction of the experience between physicians and patients
Huq, M. M., Fingolo, J. M., & Araújo, C. A. S. (2021) · Teoria e Prática em Administração · doi:10.22478/ufpb.2238-104x.2021v11nespecial.58706
Rohden, S. F., & Espartel, L. B. (2019) · PUCRS Repository (Pontifical Catholic University of Rio Grande do Sul)
(2012) · Studies in managerial and financial accounting · doi:10.1108/s1479-3512(2012)0000023012
Hasan, S. (2022) · European Journal of Business and Management · doi:10.7176/ejbm/14-8-07
Wei, J., & Li, L. (2022) · Research Square · doi:10.21203/rs.3.rs-2161805/v1
ÖZTÜRK, O. (2022) · International Journal of Social Inquiry · doi:10.37093/ijsi.1140415
Gelbrich, K., Müller, S., & Westjohn, S. A. (2023) · Edward Elgar Publishing eBooks · doi:10.4337/9781803923192.00032
Aborujilah, A. (2024) · Journal of Electrical Systems · doi:10.52783/jes.3467
“Avoiding a lot of ambiguity is common in highly regulated cultures [56].”
BackgroundMeasurement of Positive Continuance Intention Drivers within a Service Domain
Harun, M. A. U. (2019) · University of North Texas Digital Library (University of North Texas) · doi:10.12794/metadc1538650
Qian, D. (2025) · Journal of Global Economic Insights · doi:10.71204/p6ceaa34
“This hypothesis builds on cross-cultural consumer behavior research indicating that cultural values shape evaluation criteria and satisfaction judgments (Patterson et al., 2006).”
Emoji as Digital Empathy in Service Recovery in the African Context
Anning‐Dorson, T. (2025) · Springer eBooks · doi:10.1007/978-3-031-97210-2_8
The impact of power distance belief and relative status on service evaluations
Kim, E. E. K., Lee, S. H. J., & Seo, K. (2026) · Journal of Business Research · doi:10.1016/j.jbusres.2026.116170
Seeking redress from third parties : the roles of the mediator in the service recovery process
Mardumyan, A. (2018) · theses.fr (ABES) · doi:10.70675/2768681ez45dcz45adz84cfz48457e160972
Stratégies de reconquête des clients partis suite à un échec de service
Man, A. C. C. (2022) · theses.fr (ABES) · doi:10.70675/f1ef8e10z755dz49a1z98b1z85c0cf6dde40
Koc, E. (2026) · Elsevier eBooks · doi:10.1016/b978-0-443-29863-9.00015-5
Torelli, C. J., & Guo, Y. (2026) · doi:10.1093/9780197859063.003.0027
From Service Failure to Behavioural Intention: Perspectives on Malaysia
Hussain, S., Priporas, C., & Khaneja, S. (2026) · Palgrave studies in cross-disciplinary business research, in association with EuroMed Academy of Business · doi:10.1007/978-3-032-26496-1_13
Stylidis, D., Sharma, S., & Woosnam, K. M. (2026) · Current Issues in Tourism · doi:10.1080/13683500.2026.2708792
Balancing cooperation and power: politeness strategies in parent-teacher interactions
ÖZER, N., & UÇAR, A. (2026) · Cogent Education · doi:10.1080/2331186x.2026.2709293
Işıkcı, S. O. (2026) · Journal of Transportation and Logistics · doi:10.26650/jtl.2026.1820008
Metadata
- 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.
- 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)
- 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
- 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
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