The DOI matches its Crossref record; 8 of the 8 references it cites were found in a registry or an index.
Service recovery's influence on consumer satisfaction, positive word-of-mouth, and purchase intentions
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Citations
Cites
SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality
Parasuraman, A., Berry, L. L., & Zeithaml, V. A. (1988) · Zenodo · doi:10.5281/zenodo.14579729 · Cited by 21,118
A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions
Oliver, R. L. (1980) · Journal of Marketing Research · doi:10.1177/002224378001700405 · Cited by 14,494
The processes of causal attribution.
Kelley, H. H. (1973) · American Psychologist · doi:10.1037/h0034225 · Cited by 4,025 · cited 1×
“Third, attribution theory's augmenting principle (Kelley, 1973) may provide further insight into the paradox.”
BackgroundAn Investigation into the Determinants of Customer Satisfaction
Churchill, G. A., & Surprenant, C. (1982) · Journal of Marketing Research · doi:10.2307/3151722 · Cited by 2,914
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
Goodwin, C., & Ross, I. (1992) · Journal of Business Research · doi:10.1016/0148-2963(92)90014-3 · Cited by 777
Crosby, L. A., & Stephens, N. (1987) · Journal of Marketing Research · doi:10.2307/3151388 · Cited by 456
Cited by
Weun, S., Beatty, S. E., & Jones, M. A. (2004) · Journal of Services Marketing · doi:10.1108/08876040410528737 · Cited by 581
Lien, C. H., & Cao, Y. (2014) · Computers in Human Behavior · doi:10.1016/j.chb.2014.08.013 · Cited by 513
Casaló, L. V., Flavián, C., & Guinalíu, M. (2008) · International Journal of Bank Marketing · doi:10.1108/02652320810902433 · Cited by 482
A meta-analysis of satisfaction with complaint handling in services
Orsingher, C., Valentini, S., & de Angelis, M. (2010) · Journal of the Academy of Marketing Science · doi:10.1007/s11747-009-0155-z · Cited by 375
Customer engagement behaviors: The role of service convenience, fairness and quality
Roy, S. K., Shekhar, V., Lassar, W. M., & Chen, T. (2018) · Journal of Retailing and Consumer Services · doi:10.1016/j.jretconser.2018.07.018 · Cited by 313
Metadata
- Authors
- Maxham, J. G.
- Venue
- Journal of Business Research
- Publisher
- Elsevier BV
- Published
- 2001-10
- Volume
- 54
- Issue
- 1
- Pages
- 11-24
- ISSN
- 0148-2963 (ISSN-L)
- OpenAlex
- W1968612550
- Cited by
- 937
- References
- 8
- FWCI
- 13.44
- Type
- journal article
- Language
- en
- Open access
- closed
About these checks
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.
Statistics and arithmetic are recomputed, not judged.
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How to cite
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- This page
- CoChat. (2026). Citation check: Service recovery's influence on consumer satisfaction, positive word-of-mouth, and purchase intentions. https://app.cochat.ai/papers/10.1016/s0148-2963(00)00114-4
- The paper
- Maxham, J. G. (2001). Service recovery's influence on consumer satisfaction, positive word-of-mouth, and purchase intentions. Journal of Business Research. https://doi.org/10.1016/s0148-2963(00)00114-4
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.
