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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Claims the paper makes
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?
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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Culture's Consequences: International Differences in Work-Related Values.
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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
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
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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
Chan, K. W., Yim, C. K., & Lam, S. S. K. (2010) · Journal of Marketing · doi:10.1509/jmkg.74.3.048 · Cited by 1,125
Yoo, B., Donthu, N., & Lenartowicz, T. (2011) · Journal of International Consumer Marketing · doi:10.1080/08961530.2011.578059 · Cited by 965
“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.”
Liu, Y., & Jang, S. S. (2008) · International Journal of Hospitality Management · doi:10.1016/j.ijhm.2008.10.008 · Cited by 667
Satisfaction with service recovery: Perceived justice and emotional responses
Lanza, A. B. D. R., Vázquez‐Casielles, R., & Díaz‐Martín, A. M. (2008) · Journal of Business Research · doi:10.1016/j.jbusres.2008.09.015 · Cited by 506
“As a result, the quality of service delivery depends often on the attitude and behavior of front-line employees, the expectations of customers, and even the behavior of other customers (Patterson et al., 2006).”
BackgroundA Meta-Analysis of Organizational Complaint Handling and Customer Responses
Gelbrich, K., & Roschk, H. (2011) · Journal of Service Research · doi:10.1177/1094670510387914 · Cited by 481
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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