The DOI matches its Crossref record; 9 of the 9 references it cites were found in a registry or an index.
The Effect of Compensation on Repurchase Intentions in Service Recovery☆
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Citations
Cites
The Behavioral Consequences of Service Quality
Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1996) · Journal of Marketing · doi:10.2307/1251929 · Cited by 12,003
Adams, J. S. (1965) · Advances in Experimental Social Psychology · doi:10.1016/s0065-2601(08)60108-2 · Cited by 10,818
An attributional theory of achievement motivation and emotion
Weiner, B. (1985) · Psychological Review · doi:10.1037/0033-295x.92.4.548 · Cited by 7,846
The Service Encounter: Diagnosing Favorable and Unfavorable Incidents
Bitner, M. J., Booms, B. H., & Tetreault, M. S. (1990) · Journal of Marketing · doi:10.2307/1252174 · Cited by 4,860
Oliver, R. L., & Swan, J. E. (1989) · Journal of Marketing · doi:10.1177/002224298905300202 · Cited by 2,084
A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery
Smith, A. K., Bolton, R. N., & Wagner, J. (1999) · Journal of Marketing Research · doi:10.2307/3152082 · Cited by 2,058
New directions in equity research.
Walster, E., Berscheid, E., & Walster, G. W. (1973) · Journal of Personality and Social Psychology · doi:10.1037/h0033967 · Cited by 1,649
Goodwin, C., & Ross, I. (1992) · Journal of Business Research · doi:10.1016/0148-2963(92)90014-3 · Cited by 777
Consumer responses to compensation, speed of recovery and apology after a service failure
Wirtz, J., & Mattila, A. S. (2004) · International Journal of Service Industry Management · doi:10.1108/09564230410532484 · Cited by 725
Metadata
- Authors
- GREWAL, D., ROGGEVEEN, A., & TSIROS, M.
- Venue
- Journal of Retailing
- Publisher
- Elsevier BV
- Published
- 2008-12
- Volume
- 84
- Issue
- 4
- Pages
- 424-434
- ISSN
- 0022-4359 (ISSN-L)
- OpenAlex
- W2164361990
- Cited by
- 267
- References
- 9
- FWCI
- 13.67
- Type
- journal article
- Language
- en
- Open access
- green
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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.
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Data sources
Bibliographic data: Semantic Scholar, OpenAlex, Crossref.
Contains information from the Semantic Scholar Academic Graph Datasets, made available under the ODC Attribution License (ODC-BY 1.0).
Semantic Scholar’s data is described in: Kinney, R., et al. (2023). The Semantic Scholar Open Data Platform. arXiv:2301.10140.
