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

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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

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“Researchers adopted the scale to test their theories in which individual cultural orientations take a role, for example, on issues such as effective service recovery programs (Patterson et al., 2006), service quality expectations (Donthu and Yoo, 1998), marketing ethics (Paul et al.”
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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

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

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