The DOI matches its Crossref record; 12 of the 12 references it cites were found in a registry or an index.
When do customers offer firms a “second chance” following a double deviation? The impact of inferred firm motives on customer revenge and reconciliation
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Cites
Podsakoff, P. M., MacKenzie, S. B., Lee, J.-Y., & Podsakoff, N. P. (2003) · Journal of Applied Psychology · doi:10.1037/0021-9010.88.5.879 · Cited by 82,194
Preacher, K. J., & Hayes, A. F. (2008) · Behavior Research Methods · doi:10.3758/brm.40.3.879 · Cited by 34,117
Reconsidering Baron and Kenny: myths and truths about mediation analysis
Zhao, X., Lynch, J. G., & Chen, Q. (2010) · Journal of Consumer Research · doi:10.1086/651257 · Cited by 12,583
An assessment of the use of partial least squares structural equation modeling in marketing research
Hair, J. F., Sarstedt, M., Ringle, C. M., & Mena, J. A. (2012) · Journal of the Academy of Marketing Science · doi:10.1007/s11747-011-0261-6 · Cited by 8,088
Modern Methods for Business Research
(1998) · doi:10.4324/9781410604385 · Cited by 6,534
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
A Relational Model of Authority in Groups
Tyler, T. R., & Lind, E. A. (1992) · Advances in Experimental Social Psychology · doi:10.1016/s0065-2601(08)60283-x · Cited by 2,977
An empirical comparison of the efficacy of covariance-based and variance-based SEM
Reinartz, W., Haenlein, M., & Henseler, J. (2009) · International Journal of Research in Marketing · doi:10.1016/j.ijresmar.2009.08.001 · Cited by 2,906
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
Interpersonal forgiving in close relationships: II: Theoretical elaboration and measurement
McCullough, M. E., Rachal, K. C., Sandage, S. J., Worthington, E. L., Brown, S. W., & Hight, T. L. (1998) · Journal of Personality and Social Psychology · doi:10.1037/0022-3514.75.6.1586 · Cited by 1,435 · cited 1×
“esire for revenge using a measure developed by Grégoire, Tripp, nd Legoux (2009) and adapted from Aquino, Tripp, and Bies 2001) and McCullough et al. (1998).”
Method
Cited by
Voorhees, C. M., Fombelle, P. W., Gregoire, Y., Bone, S., Gustafsson, A., Sousa, R., & Walkowiak, T. (2017) · Journal of Business Research · doi:10.1016/j.jbusres.2017.04.014 · Cited by 489
The Service Recovery Journey: Conceptualization, Integration, and Directions for Future Research
Van Vaerenbergh, Y., Varga, D., De Keyser, A., & Orsingher, C. (2019) · Journal of Service Research · doi:10.1177/1094670518819852 · Cited by 322
Customer participation in service recovery: a meta-analysis
Van Vaerenbergh, Y., Hazée, S., & Costers, A. (2018) · Marketing Letters · doi:10.1007/s11002-018-9470-9 · Cited by 80
Metadata
- Authors
- Joireman, J., Grégoire, Y., Devezer, B., & Tripp, T. M.
- Venue
- Journal of Retailing
- Publisher
- Elsevier BV
- Published
- 2013-09
- Volume
- 89
- Issue
- 3
- Pages
- 315-337
- ISSN
- 0022-4359 (ISSN-L)
- OpenAlex
- W2092419373
- Cited by
- 276
- References
- 12
- FWCI
- 20.80
- Type
- journal article
- Language
- en
- Open access
- green
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- CoChat. (2026). Citation check: When do customers offer firms a “second chance” following a double deviation? The impact of inferred firm motives on customer revenge and reconciliation. https://app.cochat.ai/papers/10.1016/j.jretai.2013.03.002
- The paper
- Joireman, J., Grégoire, Y., Devezer, B., & Tripp, T. M. (2013). When do customers offer firms a “second chance” following a double deviation? The impact of inferred firm motives on customer revenge and reconciliation. Journal of Retailing. https://doi.org/10.1016/j.jretai.2013.03.002
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.
