The DOI matches its Crossref record; 54 of the 54 references it cites were found in a registry or an index; none of the 53 sources its claims cite is checked for support yet.
Recovery Voice and Satisfaction After Service Failure: An Experimental Investigation of Mediating and Moderating Factors
Open accessAbstract
Past research studies on service failures and recovery have conceptualized “voice” in terms of customers having an opportunity to air complaints after failures occur. In contrast, the authors introduce the concept of recovery voice , which entails a service provider asking a customer (after a failure has occurred) what the firm can do to rectify the problem. In a scenario-based experiment carried out in an airline setting and in a hotel setting with 216 and 208 participants, respectively, it was found that customers perceived greater procedural justice when offered recovery voice, which resulted in higher overall postfailure satisfaction. It was shown that perceived procedural justice mediated the effect of recovery voice on overall satisfaction. Furthermore, recovery voice had a greater impact on perceived procedural justice for established customers with long transaction histories than for new ones with short transaction histories. Managerial and research implications based on these findings are also presented.
Overview
AI snapshot
Written from the paper’s full text.
TL;DR
The paper introduces recovery voice—asking customers how a firm should fix a service failure—and tests it in airline and hotel scenarios. It finds recovery voice raises perceived procedural justice, which mediates higher postfailure satisfaction, with past transaction history moderating the first link but gender not moderating either link.
Key findings
- Across 216 airline and 208 hotel participants, recovery voice increased perceived procedural justice (combined M = 6.14 vs. 4.83; F(1, 416) = 60.04, p < .01), and higher procedural justice increased overall postfailure satisfaction (combined high vs. low M = 6.78 vs. 4.10; F(1, 416) = 264.20, p < .01).
- Procedural justice mediated recovery voice’s effect on satisfaction: Sobel tests were significant in airline, hotel, and combined samples (4.14, 4.50, 5.88, all p < .01); Baron and Kenny’s procedure indicated perfect mediation for airline and partial mediation for hotel.
- Past transaction history moderated the recovery voice → procedural justice link: the effect was stronger for established/long-history customers than for new/short-history customers (combined interaction F(1, 416) = 7.61, p < .01; simple effects F = 55.49 vs. 15.91, p < .001).
- Gender did not moderate recovery voice → procedural justice or procedural justice → satisfaction (Hypotheses 4 and 5 not supported); Hypothesis 7, that procedural justice → satisfaction would be stronger for new customers, was not supported, though means were in the predicted direction.
Methods
- A 2 × 2 × 2 between-subjects scenario experiment manipulated recovery voice (present/absent) and past transaction history (long/short), with gender measured; separate airline and hotel service-failure vignettes were used.
- Data came from an online consumer panel: 424 responses total, 216 for airline scenarios and 208 for hotel scenarios; participants were aged 25–82 (average 53).
- Overall postfailure satisfaction was measured with three 9-point semantic-differential items (α = .96 combined), and procedural justice with six 9-point Likert-type items (α = .95 combined); analysis used ANOVA, simple-effects tests, Baron and Kenny mediation steps, and Sobel tests.
Limitations
- The authors state this is the first study of recovery voice and caution that findings should be interpreted carefully; recovery voice may have negative effects if customer input is not followed or is unrealistic, and asking for input may make customers question provider competence.
- The authors note that online vignettes cannot fully capture feelings surrounding real service failures, past experience was held constant, only airline and hotel settings were studied, hotel recovery was immediate while airline recovery occurred the next day, and service-category differences were significant.
- Evident from the text: the sample was an online panel rather than actual customers experiencing failures; hotel mediation was only partial, leaving a direct recovery voice effect unexplained; and several hypotheses, especially gender moderation and Hypothesis 7, were unsupported.
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31 No full text of the sources · 24 Own result · 9 Sources not found · 9 Own method · 9 Own interpretation · 8 No basis given · 2 Not checked yet
A result the paper reports from its own data — it cites no other source for it, so there is none to check. The quote shows it is in the paper.
In the paper
“It was shown that perceived procedural justice mediated the effect of recovery voice on overall satisfaction.”
§ Recovery Voice and Satisfaction After Service Failure An Experimental Investigation of Mediating and Moderating Factors > Abstract
plaindirectn = 208- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: passes — The paper’s conclusions depend on it.
- Based: passes — The paper gives a reason why it holds.
A result the paper reports from its own data — it cites no other source for it, so there is none to check. The quote shows it is in the paper.
In the paper
“recovery voice had a greater impact on perceived procedural justice for established customers with long transaction histories than for new ones with short transaction histories.”
§ Recovery Voice and Satisfaction After Service Failure An Experimental Investigation of Mediating and Moderating Factors > Abstract
plaindirect- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: passes — The paper’s conclusions depend on it.
- Based: passes — The paper gives a reason why it holds.
A result the paper reports from its own data — it cites no other source for it, so there is none to check. The quote shows it is in the paper.
In the paper
“which resulted in higher overall postfailure satisfaction”
§ Recovery Voice and Satisfaction After Service Failure An Experimental Investigation of Mediating and Moderating Factors > Abstract
plaindirectn = 208- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: passes — The paper’s conclusions depend on it.
- Based: passes — The paper gives a reason why it holds.
A result the paper reports from its own data — it cites no other source for it, so there is none to check. The quote shows it is in the paper.
In the paper
“it was found that customers perceived greater procedural justice when offered recovery voice”
§ Recovery Voice and Satisfaction After Service Failure An Experimental Investigation of Mediating and Moderating Factors > Abstract
plaindirectn = 208- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: passes — The paper’s conclusions depend on it.
- Based: passes — The paper gives a reason why it holds.
A result the paper reports from its own data — it cites no other source for it, so there is none to check. The quote shows it is in the paper.
In the paper
“Medium to large effect sizes of procedural justice were found (partial η 2 = .15,.19,and .19 for the airline, hotel, and combined samples, respectively)”
§ Recovery Voice and Satisfaction After Service Failure An Experimental Investigation of Mediating and Moderating Factors > Hypotheses Testing
plaincorrelational- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: passes — The paper’s conclusions depend on it.
- Based: passes — The paper gives a reason why it holds.
- Rests on an assumption: The items used to measure procedural justice, overall satisfaction, recovery voice, and past transaction history are valid measures of those constructs.
A result the paper reports from its own data — it cites no other source for it, so there is none to check. The quote shows it is in the paper.
In the paper
“Small effect sizes of the Recovery Voice × Past Transaction History interaction were found (partial η 2 = .02,.03,and .02for the airline, hotel, and combined samples, respectively).”
§ Recovery Voice and Satisfaction After Service Failure An Experimental Investigation of Mediating and Moderating Factors > Moderating Effects of Gender and Past Transaction History
plaincorrelational- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: passes — The paper’s conclusions depend on it.
- Based: passes — The paper gives a reason why it holds.
- Rests on an assumption: The items used to measure procedural justice, overall satisfaction, recovery voice, and past transaction history are valid measures of those constructs.
A result the paper reports from its own data — it cites no other source for it, so there is none to check. The quote shows it is in the paper.
In the paper
“As shown in Figure 2a for the combined sample, simple-effect tests revealed that the positive effect of having recovery voice on procedural justice perceptions was stronger for established customers with long past transaction histories, F(1, 416) = 55.49,p < .001,than for new customers with short past transaction histories, F(1, 416) = 15.91,p < .001).”
§ Recovery Voice and Satisfaction After Service Failure An Experimental Investigation of Mediating and Moderating Factors > Moderating Effects of Gender and Past Transaction History
plaindirect- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: passes — The paper’s conclusions depend on it.
- Based: passes — The paper gives a reason why it holds.
- Rests on an assumption: The items used to measure procedural justice, overall satisfaction, recovery voice, and past transaction history are valid measures of those constructs.
A result the paper reports from its own data — it cites no other source for it, so there is none to check. The quote shows it is in the paper.
In the paper
“Again, the interaction between procedural justice and past transaction history on overall postfailure satisfaction was significant for the combined sample, F(1, 416) = 3.93, p < .05).”
§ Recovery Voice and Satisfaction After Service Failure An Experimental Investigation of Mediating and Moderating Factors > Moderating Effects of Gender and Past Transaction History
plaincorrelational- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: passes — The paper’s conclusions depend on it.
- Based: passes — The paper gives a reason why it holds.
- Rests on an assumption: The items used to measure procedural justice, overall satisfaction, recovery voice, and past transaction history are valid measures of those constructs.
A result the paper reports from its own data — it cites no other source for it, so there is none to check. The quote shows it is in the paper.
In the paper
“Again, no significant interaction between procedural justice and gender on overall postfailure satisfaction was found in either context.”
§ Recovery Voice and Satisfaction After Service Failure An Experimental Investigation of Mediating and Moderating Factors > Moderating Effects of Gender and Past Transaction History
plain- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: passes — The paper’s conclusions depend on it.
- Based: passes — The paper gives a reason why it holds.
- Rests on an assumption: The items used to measure procedural justice, overall satisfaction, recovery voice, and past transaction history are valid measures of those constructs.
In the paper
“Using Cohen's (1988) rule of thumb, recovery voice showed a medium effect size (partial η 2 = .10,.13,and .11for the airline, hotel, and combined samples, respectively).”
§ Recovery Voice and Satisfaction After Service Failure An Experimental Investigation of Mediating and Moderating Factors > Hypotheses Testing
What the sources say
- Not matchedcites Cohen's (1988)
Couldn’t be matched to a paper in Crossref, so it can’t be checked.
plaincorrelational- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: passes — The paper’s conclusions depend on it.
- Based: passes — The paper gives a reason why it holds.
- Rests on an assumption: The items used to measure procedural justice, overall satisfaction, recovery voice, and past transaction history are valid measures of those constructs.
- Not matched
- It may state two separate claims as one. 22
- Probably not a substantial claim. 32
A result the paper reports from its own data — it cites no other source for it, so there is none to check. The quote shows it is in the paper.
In the paper
“For the hotel scenario, perceived procedural justice means for established customers were 6.37 without recovery voice and 7.72 with recovery voice, F(1, 200) = 31.69,p < .001,and for new customers were 4.95 without recovery voice and 7.14 with recovery voice, F(1, 200) = 6.11, p < .05.”
§ Recovery Voice and Satisfaction After Service Failure An Experimental Investigation of Mediating and Moderating Factors > Moderating Effects of Gender and Past Transaction History
plain- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: passes — The paper’s conclusions depend on it.
- Based: passes — The paper gives a reason why it holds.
It may state two separate claims as one.
- Rests on an assumption: The items used to measure procedural justice, overall satisfaction, recovery voice, and past transaction history are valid measures of those constructs.
A result the paper reports from its own data — it cites no other source for it, so there is none to check. The quote shows it is in the paper.
In the paper
“The airline scenario showed similar results with perceived procedural justice: Means for established customers were 3.99 without recovery voice and 5.66 with recovery voice, F(1, 208) = 21.56,p < .001,and for new customers were 3.35 without recovery voice and 4.12 with recovery voice, F(1, 208) = 5.15, p < .05).”
§ Recovery Voice and Satisfaction After Service Failure An Experimental Investigation of Mediating and Moderating Factors > Moderating Effects of Gender and Past Transaction History
plain- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: passes — The paper’s conclusions depend on it.
- Based: passes — The paper gives a reason why it holds.
It may state two separate claims as one.
- Rests on an assumption: The items used to measure procedural justice, overall satisfaction, recovery voice, and past transaction history are valid measures of those constructs.
A result the paper reports from its own data — it cites no other source for it, so there is none to check. The quote shows it is in the paper.
In the paper
“It can be seen that recovery voice was consistently and significantly correlated with procedural justice and overall satisfaction in both the airline and hotel scenarios.”
§ Recovery Voice and Satisfaction After Service Failure An Experimental Investigation of Mediating and Moderating Factors > Hypotheses Testing
plaincorrelational- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: passes — The paper’s conclusions depend on it.
- Based: passes — The paper gives a reason why it holds.
It may state two separate claims as one.
- Rests on an assumption: The items used to measure procedural justice, overall satisfaction, recovery voice, and past transaction history are valid measures of those constructs.
A result the paper reports from its own data — it cites no other source for it, so there is none to check. The quote shows it is in the paper.
In the paper
“Thus, although Hypothesis 7 was not supported, the means were in the hypothesized direction.”
§ Recovery Voice and Satisfaction After Service Failure An Experimental Investigation of Mediating and Moderating Factors > Moderating Effects of Gender and Past Transaction History
plain- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: fails — The paper’s conclusions may not depend on it.
- Based: passes — The paper gives a reason why it holds.
Probably not a substantial claim. The paper’s conclusions may not depend on it. It may state two separate claims as one.
A result the paper reports from its own data — it cites no other source for it, so there is none to check. The quote shows it is in the paper.
In the paper
“Interaction effects between recovery voice and past transaction history on procedural justice were significant for the hotel sample, F(1, 200) = 4.86, p < .05,and the combined sample, F(1, 416) = 7.61, p < .01,and approached significance for the airline sample, F(1, 208) = 3.84, p = .07).”
§ Recovery Voice and Satisfaction After Service Failure An Experimental Investigation of Mediating and Moderating Factors > Moderating Effects of Gender and Past Transaction History
plaincorrelational- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: passes — The paper’s conclusions depend on it.
- Based: passes — The paper gives a reason why it holds.
It may state two separate claims as one.
- Rests on an assumption: The items used to measure procedural justice, overall satisfaction, recovery voice, and past transaction history are valid measures of those constructs.
A result the paper reports from its own data — it cites no other source for it, so there is none to check. The quote shows it is in the paper.
In the paper
“Consistent with Hypothesis 2, customers had higher overall postfailure satisfaction when they had higher procedural justice perceptions (M = 5.93, 7.04, and 6.78 for the airline, hotel, and combined samples, respectively) than lower procedural justice perceptions (M = 3.82, 5.10, and 4.10 for the airline, hotel, and combined samples, respectively) across all samples.”
§ Recovery Voice and Satisfaction After Service Failure An Experimental Investigation of Mediating and Moderating Factors > Hypotheses Testing
plaindirect- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: passes — The paper’s conclusions depend on it.
- Based: passes — The paper gives a reason why it holds.
It may state two separate claims as one.
- Rests on an assumption: The items used to measure procedural justice, overall satisfaction, recovery voice, and past transaction history are valid measures of those constructs.
A result the paper reports from its own data — it cites no other source for it, so there is none to check. The quote shows it is in the paper.
In the paper
“the combined analysis indicates that the service category has a significant impact on both perceived procedural justice and overall postfailure satisfaction.”
§ Recovery Voice and Satisfaction After Service Failure An Experimental Investigation of Mediating and Moderating Factors > DISCUSSION
hedgeddirect- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: unclear — It is unclear whether the paper’s conclusions depend on it.
- Based: passes — The paper gives a reason why it holds.
It may state two separate claims as one.
In the paper
“Likewise, granting a customer voice enables the customer to serve as a cocreator in a service encounter and enhances the customer's satisfaction should a failure occur later (Mattila and Cranage 2005).”
§ Recovery Voice and Satisfaction After Service Failure An Experimental Investigation of Mediating and Moderating Factors > Abstract
What the sources say
- Not checked — no full text of the sourcecites Mattila and Cranage 2005 source
plaindirect- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: passes — The paper’s conclusions depend on it.
- Based: passes — The paper gives a reason why it holds.
Probably not a substantial claim.
In the paper
“Within the context of service recovery, earlier research has found that encouraging customers to voice their complaints typically enhances customer satisfaction ratings (Sparks and McColl-Kennedy 2001).”
§ Recovery Voice and Satisfaction After Service Failure An Experimental Investigation of Mediating and Moderating Factors > Abstract
What the sources say
- Not checked — no full text of the sourcecites Sparks and McColl-Kennedy 2001 source
plaindirect- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: passes — The paper’s conclusions depend on it.
- Based: passes — The paper gives a reason why it holds.
Probably not a substantial claim.
A claim is checked only against the cited paper’s full text, never its abstract, and none is available for its sources.
In the paper
“From a different perspective, overall satisfaction is an aggregation of all previous transaction-specific evaluations and is updated after each service encounter (Boulding et al. 1993), like a moving average (Parasuraman, Zeithaml, and Berry 1994).”
§ Recovery Voice and Satisfaction After Service Failure An Experimental Investigation of Mediating and Moderating Factors > Moderating Effect of Past Transaction History
What the sources say
plaindirect- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: passes — The paper’s conclusions depend on it.
- Based: passes — The paper gives a reason why it holds.
Probably not a substantial claim. It may state two separate claims as one.
A claim is checked only against the cited paper’s full text, never its abstract, and none is available for its sources.
In the paper
“Many service recovery studies have pointed out that customer reactions to service failure depend on what is done to fix problems (outcomes), as well as how they are resolved (processes) (e.g., Mattila and Patterson 2004;Sparks and McColl-Kennedy 2001).”
§ Recovery Voice and Satisfaction After Service Failure An Experimental Investigation of Mediating and Moderating Factors > The Moderating Effect of Customer Gender
What the sources say
plaindirect- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: passes — The paper’s conclusions depend on it.
- Based: passes — The paper gives a reason why it holds.
Probably not a substantial claim. It may state two separate claims as one.
In the paper
“Women, on the other hand, tend to be more process oriented and to show greater interest in how they are treated by service providers, in terms of whether the service providers are concerned about what happened to them and whether they allow them to voice their concerns (McColl-Kennedy, Daus, and Sparks 2003).”
§ Recovery Voice and Satisfaction After Service Failure An Experimental Investigation of Mediating and Moderating Factors > The Moderating Effect of Customer Gender
What the sources say
- Not checked — no full text of the sourcecites McColl-Kennedy, Daus, and Sparks 2003 source
plaincorrelational- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: passes — The paper’s conclusions depend on it.
- Based: passes — The paper gives a reason why it holds.
It may state two separate claims as one.
What the paper did — it cites no source for this, so there is none to check. The quote shows it is in the paper.
In the paper
“Those responding to the invitation were randomly assigned to one of the eight treatments (four hotel and four airline).”
§ Recovery Voice and Satisfaction After Service Failure An Experimental Investigation of Mediating and Moderating Factors > Procedure
plain- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: passes — The paper’s conclusions depend on it.
- Based: passes — The paper gives a reason why it holds.
Probably not a substantial claim.
A conclusion the paper draws from its own results — it cites no other source for it, so there is none to check. The quote shows it is in the paper.
In the paper
“The difference in the strength of mediation between the hotel and airline scenarios may be attributed to the difference in recovery speeds presented in the scenarios.”
§ Recovery Voice and Satisfaction After Service Failure An Experimental Investigation of Mediating and Moderating Factors > Mediation Analysis
hedgedconditional- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: fails — The paper’s conclusions may not depend on it.
- Based: fails — The paper may give no reason why it holds.
Probably not a substantial claim. The paper’s conclusions may not depend on it. The paper may give no reason why it holds.
In the paper
“An outcome of the evaluation that is poorer than prior expectations results in a negative disconfirmation of expectations, which leads to dissatisfaction, whereas an outcome that is better than expected results in a positive disconfirmation of expectations leading to satisfaction.Confirmation occurs when performance matches expectations and does not lead to a change in satisfaction.”
§ Recovery Voice and Satisfaction After Service Failure An Experimental Investigation of Mediating and Moderating Factors > Moderating Effect of Past Transaction History
What the sources say
- Not checked — no full text of the sourcecites Churchill and Surprenant 1982 source
plaindirect- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: passes — The paper’s conclusions depend on it.
- Based: passes — The paper gives a reason why it holds.
Probably not a substantial claim. It may state two separate claims as one.
In the paper
“An outcome of the evaluation that is poorer than prior expectations results in a negative disconfirmation of expectations, which leads to dissatisfaction, whereas an outcome that is better than expected results in a positive disconfirmation of expectations leading to satisfaction.Confirmation occurs when performance matches expectations and does not lead to a change in satisfaction.”
§ Recovery Voice and Satisfaction After Service Failure An Experimental Investigation of Mediating and Moderating Factors > Moderating Effect of Past Transaction History
What the sources say
- Not checked — no full text of the sourcecites Churchill and Surprenant 1982 source
plain- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: passes — The paper’s conclusions depend on it.
- Based: passes — The paper gives a reason why it holds.
Probably not a substantial claim. It may state two separate claims as one.
What the paper did — it cites no source for this, so there is none to check. The quote shows it is in the paper.
In the paper
“Participants in the airline and hotel scenarios had similar demographic characteristics.”
§ Recovery Voice and Satisfaction After Service Failure An Experimental Investigation of Mediating and Moderating Factors > Procedure
plain- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: fails — The paper’s conclusions may not depend on it.
- Based: passes — The paper gives a reason why it holds.
Probably not a substantial claim. The paper’s conclusions may not depend on it.
What the paper did — it cites no source for this, so there is none to check. The quote shows it is in the paper.
In the paper
“Table 1c shows that the mean realism scores for the four scenarios for each service category were high and at about the same level.”
§ Recovery Voice and Satisfaction After Service Failure An Experimental Investigation of Mediating and Moderating Factors > Manipulation Check
plain- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: unclear — It is unclear whether the paper’s conclusions depend on it.
- Based: passes — The paper gives a reason why it holds.
It may state two separate claims as one.
- Rests on an assumption: The written scenarios realistically represent actual service failure situations, such that participants' responses reflect how real customers would respond.
A claim is checked only against the cited paper’s full text, never its abstract, and none is available for its sources.
In the paper
“Thus, for customers with satisfactory past experiences or customers who are loyal, expectations for recovery tend to be high, which makes the process of complaint handling highly important (Kelley and Davis 1994;Tax, Brown, and Chandrashekaran 1998).”
§ Recovery Voice and Satisfaction After Service Failure An Experimental Investigation of Mediating and Moderating Factors > Moderating Effect of Past Transaction History
What the sources say
hedgedcorrelational- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: passes — The paper’s conclusions depend on it.
- Based: passes — The paper gives a reason why it holds.
It may state two separate claims as one.
In the paper
“studies in organizational research have found that perceptions of procedural justice positively affect satisfaction with a variety of variables such as pay, performance appraisals, layoff policies, and selection procedures (Greenberg 1990).”
§ Recovery Voice and Satisfaction After Service Failure An Experimental Investigation of Mediating and Moderating Factors > HYPOTHESES Recovery Voice, Perceived Procedural Justice, and Overall Postfailure Satisfaction
What the sources say
- Not matchedcites Greenberg 1990
Couldn’t be matched to a paper in Crossref, so it can’t be checked.
plaindirect- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: passes — The paper’s conclusions depend on it.
- Based: passes — The paper gives a reason why it holds.
Probably not a substantial claim.
- Not matched
In the paper
“That is, the voice effect is explained by the presumption that persons given opportunities to express their views believe that they have greater control over the outcomes, which leads to greater procedural fairness judgments (Lind, Kanfer, and Early 1990).”
§ Recovery Voice and Satisfaction After Service Failure An Experimental Investigation of Mediating and Moderating Factors > HYPOTHESES Recovery Voice, Perceived Procedural Justice, and Overall Postfailure Satisfaction
What the sources say
- Not checked — no full text of the sourcecites Lind, Kanfer, and Early 1990 source
plaindirect- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: passes — The paper’s conclusions depend on it.
- Based: passes — The paper gives a reason why it holds.
Probably not a substantial claim. It may state two separate claims as one.
In the paper
“Consistent with these arguments, the service quality literature has also found that poor complaint handling will damage the relationship most when prior experience is positive and expectations for recovery are high (Tax, Brown, and Chandrashekaran 1998).”
§ Recovery Voice and Satisfaction After Service Failure An Experimental Investigation of Mediating and Moderating Factors > Moderating Effect of Past Transaction History
What the sources say
- Not checked — no full text of the sourcecites Tax, Brown, and Chandrashekaran 1998 source
plaindirect- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: passes — The paper’s conclusions depend on it.
- Based: passes — The paper gives a reason why it holds.
Probably not a substantial claim.
In the paper
“An outcome of the evaluation that is poorer than prior expectations results in a negative disconfirmation of expectations, which leads to dissatisfaction, whereas an outcome that is better than expected results in a positive disconfirmation of expectations leading to satisfaction.Confirmation occurs when performance matches expectations and does not lead to a change in satisfaction.”
§ Recovery Voice and Satisfaction After Service Failure An Experimental Investigation of Mediating and Moderating Factors > Moderating Effect of Past Transaction History
What the sources say
- Not checked — no full text of the sourcecites Churchill and Surprenant 1982 source
plaindirect- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: passes — The paper’s conclusions depend on it.
- Based: passes — The paper gives a reason why it holds.
Probably not a substantial claim. It may state two separate claims as one.
A claim is checked only against the cited paper’s full text, never its abstract, and none is available for its sources.
In the paper
“In addition, in the services literature, it has been found that perceptions of justice affect the overall satisfaction with the service encounter (Mattila and Cranage 2005;Smith, Bolton, and Wagner 1999;Sparks and McColl-Kennedy 2001;Tax, Brown, and Chandrashekaran 1998).”
§ Recovery Voice and Satisfaction After Service Failure An Experimental Investigation of Mediating and Moderating Factors > HYPOTHESES Recovery Voice, Perceived Procedural Justice, and Overall Postfailure Satisfaction
What the sources say
plaindirect- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: passes — The paper’s conclusions depend on it.
- Based: passes — The paper gives a reason why it holds.
Probably not a substantial claim.
In the paper
“The moderating effect of past transaction history in the procedural justice-overall satisfaction relationship is supported by the expectancy disconfirmation paradigm, which posits that a customer's satisfaction is the consequence of an evaluation process in which the customer judges his or her expectations of how a service should be performed against the actual service experience (Oliver 1989).”
§ Recovery Voice and Satisfaction After Service Failure An Experimental Investigation of Mediating and Moderating Factors > Moderating Effect of Past Transaction History
What the sources say
- Not matchedcites Oliver 1989
Couldn’t be matched to a paper in Crossref, so it can’t be checked.
plaindirect- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: passes — The paper’s conclusions depend on it.
- Based: passes — The paper gives a reason why it holds.
Probably not a substantial claim.
- Not matched
A conclusion the paper draws from its own results — it cites no other source for it, so there is none to check. The quote shows it is in the paper.
In the paper
“On the other hand, for new customers, granting recovery voice increases their perceptions of procedural justice, which exceed their expectations, leading to their satisfaction.”
§ Recovery Voice and Satisfaction After Service Failure An Experimental Investigation of Mediating and Moderating Factors > DISCUSSION
plaindirect- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: passes — The paper’s conclusions depend on it.
- Based: passes — The paper gives a reason why it holds.
It may state two separate claims as one.
In the paper
“In contrast, new customers are not familiar with the provider because they lack transaction histories and therefore have less defined expectations (Solomon et al. 1985).”
§ Recovery Voice and Satisfaction After Service Failure An Experimental Investigation of Mediating and Moderating Factors > Moderating Effect of Past Transaction History
What the sources say
- Not checked — no full text of the sourcecites Solomon et al. 1985 source
plaindirect- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: passes — The paper’s conclusions depend on it.
- Based: passes — The paper gives a reason why it holds.
It may state two separate claims as one.
In the paper
“This argument can be supported by the consensus in the psychology literature that judgments of the fairness of a decisionmaking procedure are enhanced when the individual involved in the situation is offered an opportunity to express his or her views and opinions before the decision is made (Lind, Kanfer, and Early 1990).”
§ Recovery Voice and Satisfaction After Service Failure An Experimental Investigation of Mediating and Moderating Factors > HYPOTHESES Recovery Voice, Perceived Procedural Justice, and Overall Postfailure Satisfaction
What the sources say
- Not checked — no full text of the sourcecites Lind, Kanfer, and Early 1990 source
boosteddirect- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: passes — The paper’s conclusions depend on it.
- Based: passes — The paper gives a reason why it holds.
Probably not a substantial claim.
A conclusion the paper draws from its own results — it cites no other source for it, so there is none to check. The quote shows it is in the paper.
In the paper
“For established customers, granting recovery voice results in high perceived procedural justice that meets their expectations and therefore maintains their existing satisfaction.”
§ Recovery Voice and Satisfaction After Service Failure An Experimental Investigation of Mediating and Moderating Factors > DISCUSSION
plaindirect- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: passes — The paper’s conclusions depend on it.
- Based: passes — The paper gives a reason why it holds.
It may state two separate claims as one.
In the paper
“Likewise, granting a customer voice enables the customer to serve as a cocreator in a service encounter and enhances the customer's satisfaction should a failure occur later (Mattila and Cranage 2005).”
§ Recovery Voice and Satisfaction After Service Failure An Experimental Investigation of Mediating and Moderating Factors > Abstract
What the sources say
- Not checked — no full text of the sourcecites Mattila and Cranage 2005 source
plaindirect- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: passes — The paper’s conclusions depend on it.
- Based: passes — The paper gives a reason why it holds.
Probably not a substantial claim.
In the paper
“This might be because hotel stays tend to be more pleasant than airline travel (American Consumer Satisfaction Index 2007a, 2007b).”
§ Recovery Voice and Satisfaction After Service Failure An Experimental Investigation of Mediating and Moderating Factors > DISCUSSION
What the sources say
- Not matchedcites American Consumer Satisfaction Index 2007a, 2007b
Couldn’t be matched to a paper in Crossref, so it can’t be checked.
hedgedconditional- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: fails — The paper’s conclusions may not depend on it.
- Based: passes — The paper gives a reason why it holds.
Probably not a substantial claim. The paper’s conclusions may not depend on it.
- Not matched
The paper states this without a source or data behind it here, so there is nothing to check it against. The quote shows it is in the paper.
In the paper
“In past studies, voice was operationalized as the opportunity to voice a complaint, whereas in our study, it is an opportunity to offer input into how the service failure should be resolved.”
§ Recovery Voice and Satisfaction After Service Failure An Experimental Investigation of Mediating and Moderating Factors > DISCUSSION
plain- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: passes — The paper’s conclusions depend on it.
- Based: passes — The paper gives a reason why it holds.
Probably not a substantial claim. It may state two separate claims as one.
What the paper did — it cites no source for this, so there is none to check. The quote shows it is in the paper.
In the paper
“We also carried out regression analysis using perceived procedural justice as a continuous independent variable and found identical results.”
§ Recovery Voice and Satisfaction After Service Failure An Experimental Investigation of Mediating and Moderating Factors > APPENDIX C Scales for Measuring Overall Postfailure Satisfaction and Perceived Procedural Justice
plain- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: fails — The paper’s conclusions may not depend on it.
- Based: passes — The paper gives a reason why it holds.
Probably not a substantial claim. The paper’s conclusions may not depend on it.
A conclusion the paper draws from its own results — it cites no other source for it, so there is none to check. The quote shows it is in the paper.
In the paper
“Moreover, perceptions of incompetence may result from asking for customer input in a recovery situation.”
§ Recovery Voice and Satisfaction After Service Failure An Experimental Investigation of Mediating and Moderating Factors > DISCUSSION
hedgedconditional- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: fails — The paper’s conclusions may not depend on it.
- Based: fails — The paper may give no reason why it holds.
Probably not a substantial claim. The paper’s conclusions may not depend on it. The paper may give no reason why it holds.
A conclusion the paper draws from its own results — it cites no other source for it, so there is none to check. The quote shows it is in the paper.
In the paper
“For example, offering a consumer a voice in the recovery situation increases the expectation that the input is listened to.”
§ Recovery Voice and Satisfaction After Service Failure An Experimental Investigation of Mediating and Moderating Factors > DISCUSSION
plaindirect- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: fails — The paper’s conclusions may not depend on it.
- Based: fails — The paper may give no reason why it holds.
Probably not a substantial claim. The paper’s conclusions may not depend on it. The paper may give no reason why it holds.
A claim is checked only against the cited paper’s full text, never its abstract, and none is available for its sources.
In the paper
“Past research has operationalized voice as the willingness of a customer to air his or her complaint to a firm (e.g., Didow and Barksdale 1982;Goodwin and Ross 1992;Sparks and McColl-Kennedy 2001).”
§ Recovery Voice and Satisfaction After Service Failure An Experimental Investigation of Mediating and Moderating Factors > DISCUSSION
What the sources say
plain- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: passes — The paper’s conclusions depend on it.
- Based: passes — The paper gives a reason why it holds.
Probably not a substantial claim.
A conclusion the paper draws from its own results — it cites no other source for it, so there is none to check. The quote shows it is in the paper.
In the paper
“Thus, if the consumer's demands are deemed unrealistic and are not fully acted on, the end result could be negative.”
§ Recovery Voice and Satisfaction After Service Failure An Experimental Investigation of Mediating and Moderating Factors > DISCUSSION
hedgedconditional- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: passes — The paper’s conclusions depend on it.
- Based: passes — The paper gives a reason why it holds.
Probably not a substantial claim.
What the paper did — it cites no source for this, so there is none to check. The quote shows it is in the paper.
In the paper
“Because the experiment entailed responding to online vignettes, feelings and emotions surrounding actual service failures were not fully experienced.”
§ Recovery Voice and Satisfaction After Service Failure An Experimental Investigation of Mediating and Moderating Factors > DISCUSSION
plaindirect- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: passes — The paper’s conclusions depend on it.
- Based: passes — The paper gives a reason why it holds.
It may state two separate claims as one.
In the paper
“Others, such as Smith, Bolton, and Wagner (1999), have modeled the effect of recovery attributes such as response speed on procedural justice and procedural justice on satisfaction separately but have not specifically tested for its mediating effect.”
§ Recovery Voice and Satisfaction After Service Failure An Experimental Investigation of Mediating and Moderating Factors > DISCUSSION
What the sources say
- Not checked — no full text of the sourcecites Smith, Bolton, and Wagner (1999) source
plaindirect- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: passes — The paper’s conclusions depend on it.
- Based: passes — The paper gives a reason why it holds.
It may state two separate claims as one.
In the paper
“According to Keppel and Wickens (2006), when an interaction effect is present, the main effects should not be interpreted directly but examined using simple effects, because a significant interaction effect means that the effect of one independent variable depends on another variable.”
§ Recovery Voice and Satisfaction After Service Failure An Experimental Investigation of Mediating and Moderating Factors > APPENDIX C Scales for Measuring Overall Postfailure Satisfaction and Perceived Procedural Justice
What the sources say
- Not matchedcites Keppel and Wickens (2006)
Couldn’t be matched to a paper in Crossref, so it can’t be checked.
plain- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: passes — The paper’s conclusions depend on it.
- Based: passes — The paper gives a reason why it holds.
Probably not a substantial claim.
- Not matched
In the paper
“We had expected gender to make a difference on the basis of similar results found in the psychology literature in pay and performance appraisals, layoff policies, and selection procedures (Greenberg 1990).”
§ Recovery Voice and Satisfaction After Service Failure An Experimental Investigation of Mediating and Moderating Factors > DISCUSSION
What the sources say
- Not matchedcites Greenberg 1990
Couldn’t be matched to a paper in Crossref, so it can’t be checked.
plain- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: fails — The paper’s conclusions may not depend on it.
- Based: passes — The paper gives a reason why it holds.
Probably not a substantial claim. The paper’s conclusions may not depend on it.
- Not matched
A conclusion the paper draws from its own results — it cites no other source for it, so there is none to check. The quote shows it is in the paper.
In the paper
“First, it is prudent to note that asking consumers for input in constructing their redress initiatives can result in negative outcomes.”
§ Recovery Voice and Satisfaction After Service Failure An Experimental Investigation of Mediating and Moderating Factors > DISCUSSION
plainconditional- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: fails — The paper’s conclusions may not depend on it.
- Based: passes — The paper gives a reason why it holds.
Probably not a substantial claim. The paper’s conclusions may not depend on it.
What the paper did — it cites no source for this, so there is none to check. The quote shows it is in the paper.
In the paper
“This scenario approach enables costly and difficult manipulations to be more easily operationalized”
§ Recovery Voice and Satisfaction After Service Failure An Experimental Investigation of Mediating and Moderating Factors > APPENDIX C Scales for Measuring Overall Postfailure Satisfaction and Perceived Procedural Justice
plaindirect- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: passes — The paper’s conclusions depend on it.
- Based: passes — The paper gives a reason why it holds.
Probably not a substantial claim.
What the paper did — it cites no source for this, so there is none to check. The quote shows it is in the paper.
In the paper
“In our study, past experience was held constant across all scenarios.”
§ Recovery Voice and Satisfaction After Service Failure An Experimental Investigation of Mediating and Moderating Factors > DISCUSSION
plain- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: fails — The paper’s conclusions may not depend on it.
- Based: passes — The paper gives a reason why it holds.
Probably not a substantial claim. The paper’s conclusions may not depend on it.
The paper states this without a source or data behind it here, so there is nothing to check it against. The quote shows it is in the paper.
In the paper
“The mediation test is a stronger test of how the impact of recovery voice on overall postfailure satisfaction takes place.”
§ Recovery Voice and Satisfaction After Service Failure An Experimental Investigation of Mediating and Moderating Factors > DISCUSSION
boosteddirect- Asserted: passes — The authors put it forward as true.
- Checkable: fails — It may be too vague to check against evidence.
- Load-bearing: passes — The paper’s conclusions depend on it.
- Based: passes — The paper gives a reason why it holds.
Probably not a substantial claim. It may be too vague to check against evidence.
A claim is checked only against the cited paper’s full text, never its abstract, and none is available for its sources.
In the paper
“Specifically, as suggested by that literature, customers vary in their importance to service firms, and their individual value should therefore be assessed (e.g., Bell et al. 2002;Hogan, Lemon, and Libai 2003;Venkatesan and Kumar 2004).”
§ Recovery Voice and Satisfaction After Service Failure An Experimental Investigation of Mediating and Moderating Factors > DISCUSSION
What the sources say
hedged- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: fails — The paper’s conclusions may not depend on it.
- Based: passes — The paper gives a reason why it holds.
Probably not a substantial claim. The paper’s conclusions may not depend on it.
The paper relies on this without support.
The written scenarios realistically represent actual service failure situations, such that participants' responses reflect how real customers would respond.
“The extent to which the respondents found the scenarios to be realistic was measured by asking the question”
The paper relies on this without support.
The items used to measure procedural justice, overall satisfaction, recovery voice, and past transaction history are valid measures of those constructs.
“The respondents indicated their perceptions of recovery voice on two items:”
The paper relies on this without support.
The airline and hotel service failure scenarios are comparable enough to combine into a single sample for analysis.
“The same ANOVA models were also estimated with the combined sample using the same set of independent and dependent variables.”
The paper relies on this without support.
The online consumer panel respondents are representative of consumers who experience service failures.
“Data were collected using an online consumer panel of a large reputed marketing research company.”
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?
The source backs part of the claim, not all of it — or backs it for a different population, condition or comparison.
In the citing paper
“It is argued and empirically shown that justice perceptions (distributive, procedural, and interactional justice) completely mediate the relationship between organizational responses and post-complaint satisfaction (Karande, Magnini, and Tam 2007; Maxham III and Netemeyer 2003; Smith, Bolton, and Wagner 1999).”
From A Meta-Analysis of Organizational Complaint Handling and Customer Responses (2011) · cites this paper as Karande, Magnini, and Tam 2007
Experimental — accuracy not yet measured
Statistics that don’t add up
Each reported p-value recomputed from its test statistic and degrees of freedom.
Rated minor: it would not touch a result — a value no result rests on, a p-value that stays on the same side of the significance level, or a conflict that is clerical, resolved elsewhere in the paper, or outside its own findings.
In the paper
“F(1, 208) = 3.84, p = .07”
§ Recovery Voice and Satisfaction After Service Failure An Experimental Investigation of Mediating and Moderating Factors > Moderating Effects of Gender and Past Transaction History
Reported p = .07 · recomputed p = .051
Statistics recomputed
Every reported test result, recomputed from its test statistic and degrees of freedom. A result shows as not adding up only once an independent check has confirmed it.
- Doesn’t add upF(1, 208) = 3.84reported p = .07 · recomputed p = .051
“F(1, 208) = 3.84, p = .07”
- ConsistentF(1, 208) = 22.24reported p < .01 · recomputed p < .001
“F(1, 208) = 22.24, p < .01”
- ConsistentF(1, 200) = 31reported p < .01 · recomputed p < .001
“F(1, 200) = 31.00,p < .01”
- ConsistentF(1, 416) = 60.04reported p < .01 · recomputed p < .001
“F(1, 416) = 60.04,p < .01”
- ConsistentF(1, 208) = 53.27reported p < .01 · recomputed p < .001
“F(1, 208) = 53.27,p < .01”
- ConsistentF(1, 200) = 54.16reported p < .01 · recomputed p < .001
“F(1, 200) = 54.16,p < .01”
- ConsistentF(1, 416) = 264.2reported p < .01 · recomputed p < .001
“F(1, 416) = 264.20,p < .01”
- ConsistentF(1, 200) = 4.86reported p < .05 · recomputed p = .029
“F(1, 200) = 4.86, p < .05”
- ConsistentF(1, 416) = 7.61reported p < .01 · recomputed p = .006
“F(1, 416) = 7.61, p < .01”
- ConsistentF(1, 416) = 55.49reported p < .001 · recomputed p < .001
“F(1, 416) = 55.49,p < .001”
- ConsistentF(1, 416) = 15.91reported p < .001 · recomputed p < .001
“F(1, 416) = 15.91,p < .001”
- ConsistentF(1, 208) = 21.56reported p < .001 · recomputed p < .001
“F(1, 208) = 21.56,p < .001”
- ConsistentF(1, 208) = 5.15reported p < .05 · recomputed p = .024
“F(1, 208) = 5.15, p < .05”
- ConsistentF(1, 200) = 31.69reported p < .001 · recomputed p < .001
“F(1, 200) = 31.69,p < .001”
- ConsistentF(1, 200) = 6.11reported p < .05 · recomputed p = .014
“F(1, 200) = 6.11, p < .05”
- ConsistentF(1, 416) = 3.93reported p < .05 · recomputed p = .048
“F(1, 416) = 3.93, p < .05”
- ConsistentF(1, 416) = 179.14reported p < .001 · recomputed p < .001
“F(1, 416) = 179.14,p < .001”
- ConsistentF(1, 416) = 79.57reported p < .001 · recomputed p < .001
“F(1, 416) = 79.57,p < .001”
Self-check
Percentages, sums and reported differences re-computed from the paper’s own numbers.
Each contradiction between two passages listed here was confirmed by an independent check.
Rated major: it would touch a result — a value a result rests on, reported and recomputed p-values on opposite sides of the significance level, two passages that conflict with no sign which is right, or a cited work retracted before this paper was published.
In the paper
§ Recovery Voice and Satisfaction After Service Failure An Experimental Investigation of Mediating and Moderating Factors > Moderating Effects of Gender and Past Transaction History
“Interaction effects between recovery voice and past transaction history on procedural justice were significant for the hotel sample, F(1, 200) = 4.86, p < .05,and the combined sample, F(1, 416) = 7.61, p < .01,and approached significance for the airline sample, F(1, 208) = 3.84, p = .07).”
§ Recovery Voice and Satisfaction After Service Failure An Experimental Investigation of Mediating and Moderating Factors > Mediation Analysis
“RV × PTH 3.15* .026.13* .037.61*** .02”
Rated major: it would touch a result — a value a result rests on, reported and recomputed p-values on opposite sides of the significance level, two passages that conflict with no sign which is right, or a cited work retracted before this paper was published.
In the paper
§ Recovery Voice and Satisfaction After Service Failure An Experimental Investigation of Mediating and Moderating Factors > Hypotheses Testing
“High procedural justice Male customers 5.04 7.00 Female customers 3.70 5.47”
§ Recovery Voice and Satisfaction After Service Failure An Experimental Investigation of Mediating and Moderating Factors > Hypotheses Testing
“customers had higher overall postfailure satisfaction when they had higher procedural justice perceptions (M = 5.93, 7.04, and 6.78 for the airline, hotel, and combined samples, respectively)”
Rated minor: it would not touch a result — a value no result rests on, a p-value that stays on the same side of the significance level, or a conflict that is clerical, resolved elsewhere in the paper, or outside its own findings.
In the paper
§ Recovery Voice and Satisfaction After Service Failure An Experimental Investigation of Mediating and Moderating Factors > Moderating Effects of Gender and Past Transaction History
“The only significant moderating effect was that of past transaction history on the recovery voice → overall postfailure satisfaction relationship (Hypothesis 6).”
§ Recovery Voice and Satisfaction After Service Failure An Experimental Investigation of Mediating and Moderating Factors > Moderating Effect of Past Transaction History
“Hypothesis 6: In a service recovery situation, the effect of granting recovery voice on customers' perceived procedural justice will be stronger for established customers with long transaction histories than for new customers with short transaction histories.”
Rated minor: it would not touch a result — a value no result rests on, a p-value that stays on the same side of the significance level, or a conflict that is clerical, resolved elsewhere in the paper, or outside its own findings.
In the paper
§ Recovery Voice and Satisfaction After Service Failure An Experimental Investigation of Mediating and Moderating Factors > Procedure
“The recovery voice treatment was administered to 109 airline and 97 hotel respondents and no recovery voice to 107 airline and 111 hotel respondents”
§ Recovery Voice and Satisfaction After Service Failure An Experimental Investigation of Mediating and Moderating Factors > Procedure
“Airline (n = 216) Hotel (n = 208) Question RV (n = 107) No RV (n = 109) F(1, 214) RV (n = 111) No RV (n = 97)”
Rated minor: it would not touch a result — a value no result rests on, a p-value that stays on the same side of the significance level, or a conflict that is clerical, resolved elsewhere in the paper, or outside its own findings.
In the paper
§ Recovery Voice and Satisfaction After Service Failure An Experimental Investigation of Mediating and Moderating Factors > Procedure
“114 airline and 111 hotel participants were exposed to short transaction histories and 102 airline and 97 hotel participants to long transaction histories.”
§ Recovery Voice and Satisfaction After Service Failure An Experimental Investigation of Mediating and Moderating Factors > Procedure
“Long PTH Short PTH Long PTH Short PTH Question (n = 102) (n = 114) F(1, 214) (n = 111) (n = 97)”
Rated minor: it would not touch a result — a value no result rests on, a p-value that stays on the same side of the significance level, or a conflict that is clerical, resolved elsewhere in the paper, or outside its own findings.
In the paper
“Recovery M = 7.69 M = 6.90 M = 7.83 M = 7.82 voice (n = 49) (n = 49) (n = 51) (n = 60) No recovery M = 7.36 M = 7.63 M = 7.35 M = 7.35 voice (n = 53) (n = 56) (n = 46) (n = 51)”
§ Recovery Voice and Satisfaction After Service Failure An Experimental Investigation of Mediating and Moderating Factors > Procedure
Reported 216 · recomputed 207
Rated minor: it would not touch a result — a value no result rests on, a p-value that stays on the same side of the significance level, or a conflict that is clerical, resolved elsewhere in the paper, or outside its own findings.
In the paper
§ Recovery Voice and Satisfaction After Service Failure An Experimental Investigation of Mediating and Moderating Factors > DISCUSSION
“Also, the correlations between past transaction history and the other variables, as well as the means of the satisfaction scores, are higher for the hotel scenario than for the airline scenario.”
§ Recovery Voice and Satisfaction After Service Failure An Experimental Investigation of Mediating and Moderating Factors > Hypotheses Testing
“Past transaction -.03 .27***.33***history Gender a <-.01 -.09 -.11 -.02 Hotel scenario (n = 208) Procedural justice .36***Satisfaction .38***.55***Past transaction -.01 .02.04history”
Citations
Cites
Statistical Power Analysis for the Behavioral Sciences
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A conceptual model of service quality and its implications for future research
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985) · Journal of Marketing · doi:10.1177/002224298504900403 · Cited by 21,645
Asymptotic Confidence Intervals for Indirect Effects in Structural Equation Models
Sobel, M. E. (1982) · Sociological Methodology · doi:10.2307/270723 · Cited by 12,810
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Hammer, E. R., Cummings, L. L., & Staw, B. M. (1984) · Academy of Management Review · doi:10.2307/258300 · Cited by 11,176
On the dimensionality of organizational justice: a construct validation of a measure.
Colquitt, J. (2001) · Journal of Applied Psychology · doi:10.1037/0021-9010.86.3.386 · Cited by 6,043
Satisfaction: a behavioral perspective on the consumer
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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 Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions
Boulding, W., Kalra, A., Staelin, R., & Zeithaml, V. A. (1993) · Journal of Marketing Research · doi:10.1177/002224379303000102 · Cited by 3,815
Research works printed but not linked: 10
- American Consumer Satisfaction Index, 2007, Scores by Industry: Airlines
- 2007, Scores by Industry: Hotels
- Keppel, Geoffrey, 2006, Design and Analysis: A Research's Handbook
- 1976, Fairness in Social Responsibilities
- Tom R. Tyler, 1988, The Sociology Psychology of Procedural Justice
- Nunnally, Jum C., 1994, Psychometric Theory
- 1989, Journal of Customer Satisfaction, Dissatisfaction, and Complaining Behavior, 2, 146
- Rosener, Judy B., 1990, Harvard Business Review, 68, 119
- Sparks, Beverley A., 2001, Journal of Business, 54, 209
- Tax, Stephen S., 1998, Journal of Marketing,, 62, 6
Cited by
Sorted by citations
Kim, T. T., Kim, W. G., & Kim, H.-B. (2008) · Tourism Management · doi:10.1016/j.tourman.2008.04.003 · Cited by 649
A 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
The Service Recovery Journey: Conceptualization, Integration, and Directions for Future Research
Vaerenbergh, Y. V., Varga, D., Keyser, A. D., & Orsingher, C. (2018) · Journal of Service Research · doi:10.1177/1094670518819852 · Cited by 334
How customers cope with service failure? A study of brand reputation and customer satisfaction
Sengupta, A. S., Balaji, M. S., & Krishnan, B. (2014) · Journal of Business Research · doi:10.1016/j.jbusres.2014.08.005 · Cited by 295
Bolton, L. E., & Mattila, A. S. (2014) · Journal of Retailing · doi:10.1016/j.jretai.2014.10.001 · Cited by 272
Factors Affecting Customer Satisfaction in Responses to Negative Online Hotel Reviews
Min, H. K., Lim, Y., & Magnini, V. P. (2014) · Cornell Hospitality Quarterly · doi:10.1177/1938965514560014 · Cited by 204
“Customers evaluate a recovery effort in accordance with the manner in which they are treated during the recovery process (Bies and Moag 1986; Karande, Magnini, and Tam 2007).”
MethodSelf-citationThe Impacts of Service Failure and Recovery Efforts on Airline Customers’ Emotions and Satisfaction
Xu, X., Liu, W., & Gürsoy, D. (2018) · Journal of Travel Research · doi:10.1177/0047287518789285 · Cited by 191
“It also provides a strong incentive to use the same airline for future travels (Karande, Magnini, and Tam 2007).”
BackgroundCo-creating service recovery after service failure: The role of brand equity
Hazée, S., Vaerenbergh, Y. V., & Armirotto, V. (2017) · Journal of Business Research · doi:10.1016/j.jbusres.2017.01.014 · Cited by 195
Proactive Versus Reactive Security Investments in the Healthcare Sector1
Kwon, J., & Johnson, M. E. (2014) · MIS Quarterly · doi:10.25300/misq/2014/38.2.06 · Cited by 170
Opportunistic customer claiming during service recovery
Wirtz, J., & McColl‐Kennedy, J. R. (2009) · Journal of the Academy of Marketing Science · doi:10.1007/s11747-009-0177-6 · Cited by 170
“Considerable research has focused on what constitutes effective recovery (Karande et al. 2007; Wirtz and Mattila 2004).”
BackgroundHow Does Language Matter for Services? Challenges and Propositions for Service Research
Holmqvist, J., & Grönroos, C. (2012) · Journal of Service Research · doi:10.1177/1094670512441997 · Cited by 150
Swanson, S. R., & Hsu, M. K. (2010) · Journal of Hospitality & Tourism Research · doi:10.1177/1096348010382237 · Cited by 148
The Role of Perceived Control in Customer Value Cocreation and Service Recovery Evaluation
Guo, L., Lotz, S. L., Tang, C., & Gruen, T. W. (2015) · Journal of Service Research · doi:10.1177/1094670515597213 · Cited by 134
Söderlund, M., & Julander, C. (2008) · Journal of Retailing and Consumer Services · doi:10.1016/j.jretconser.2008.11.008 · Cited by 128
“It can be noted that some authors have managed to manipulate this aspect in scenario-based approaches (Estelami and De Maeyer, 2002; Karande et al., 2007).”
BackgroundMethodShow you care: initiating co-creation in service recovery
Xu, Y., Marshall, R., Edvardsson, B., & Tronvoll, B. (2014) · Journal of service management · doi:10.1108/josm-11-2012-0253 · Cited by 104
Liu, H., Jayawardhena, C., Dibb, S., & Ranaweera, C. (2019) · Tourism Management · doi:10.1016/j.tourman.2019.05.008 · Cited by 115
Leveraging service recovery strategies to reduce customer churn in an emerging market
Borah, S. B., Prakhya, S., & Sharma, A. (2019) · Journal of the Academy of Marketing Science · doi:10.1007/s11747-019-00634-0 · Cited by 105
Gohary, A., Hamzelu, B., & Alizadeh, H. (2016) · Journal of Retailing and Consumer Services · doi:10.1016/j.jretconser.2016.03.013 · Cited by 84
Liu, L., Zhou, Y., & Sun, X. (2023) · Sustainability · doi:10.3390/su15031872 · Cited by 117
Crisafulli, B., & Singh, J. (2017) · Computers in Human Behavior · doi:10.1016/j.chb.2017.07.013 · Cited by 94
“Control variables were established factors identified in prior research, including failure severity, age and gender (Guo, Lotz, Tang, & Gruen, 2015), prior experience (Karande, Magnini, & Tam, 2007), distributive and procedural justice perceptions (Tax et al., 1998).”
MethodCustomer complaints in restaurants: Do they differ by service stages and loyalty levels?
Namkung, Y., Jang, S. S., & Choi, S. K. (2010) · International Journal of Hospitality Management · doi:10.1016/j.ijhm.2010.07.005 · Cited by 85
Explaining customer satisfaction with complaint handling
Neira, C. V., Vázquez‐Casielles, R., & Argüelles, V. I. (2010) · International Journal of Bank Marketing · doi:10.1108/02652321011018305 · Cited by 85
“Thus, customer satisfaction results from an evaluation process where customers compare their previous recovery expectations with their perception of the service recovery received ( Karande et al. , 2007”
Online buying perceptions in Spain: can gender make a difference?
Gutiérrez, S. S. M., & Jiménez, N. (2011) · Electronic Markets · doi:10.1007/s12525-011-0074-y · Cited by 84
“Following Karande et al. (2007), we state that females use online communication as a means of building and sustaining relationships, whereas males prefer task-oriented communications.”
BackgroundResultMostafa, R. B., Lages, C. R., Shabbir, H. A., & Thwaites, D. (2015) · Journal of Service Research · doi:10.1177/1094670515584146 · Cited by 82
Söderlund, M., & Colliander, J. (2015) · Journal of Retailing and Consumer Services · doi:10.1016/j.jretconser.2015.03.005 · Cited by 87
“, 2013) and in service research in general (e.g., Bitner, 1990; Dallimore et al., 2007; Karande et al., 2007; Murray, 1991; Söderlund and Rosengren, 2008).”
BackgroundCustomer 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
“Second, our conceptual model considers the justice dimensions as intervening variables in the process through which customer participation in service recovery affects the outcome variables (e.g., Gohary et al. 2016; Karande et al. 2007).”
InfluentialThe happy virtual agent and its impact on the human customer in the service encounter
Söderlund, M., Oikarinen, E.-L., & Tan, T. M. (2020) · Journal of Retailing and Consumer Services · doi:10.1016/j.jretconser.2020.102401 · Cited by 79
“The absence of realism check items of the type used by, for example, Karande et al. (2007) makes it impossible to say something about the perceived realism of our VAs.”
Nikbin, D., Ismail, I., Marimuthu, M., & Jalalkamali, M. (2010) · International Journal of Marketing Studies · doi:10.5539/ijms.v2n2p47 · Cited by 77
“…interactional justice have a positive effect on overall service recovery satisfaction (Patterson et al., 2006; dos Santos & Fernandes, 2008; Kim et al., 2009; Karande et al., 2007; Karatepe, 2006; Ok et al., 2005; Smith et al., 1999; Tax et al., 1998; Clemmer & Schneider, 1996; Kau & Loh, 2006).”
Traditional or ‘instafamous’ celebrity? Role of origin of fame in social media influencer marketing
Piehler, R., Schade, M., Sinnig, J., & Burmann, C. (2021) · Journal of Strategic Marketing · doi:10.1080/0965254x.2021.1909107 · Cited by 73
“The realism check was a single-item, 5-point scale from Karande et al. (2007).”
BackgroundSatisfaction with service recovery: moderating effect of age in word-of-mouth
Velázquez, B. M., Molina, M. E. R., & Gardó, T. F. (2015) · Journal of Consumer Marketing · doi:10.1108/jcm-12-2014-1251 · Cited by 70
“Various studies of the relationship between satisfaction and customer retention suggest that cultural and socio-demographic characteristics like age, gender, income and educational level (Verhoef, 2003; Shahin and Chan, 2006; Karande et al., 2007; Cambra et al., 2013) may influence consumer behavior.”
BackgroundRelating brand anxiety, brand hatred and obsess: Moderating role of age and brand affection
Japutra, A., Roy, S. K., & Pham, T.-A. N. (2021) · Journal of Retailing and Consumer Services · doi:10.1016/j.jretconser.2021.102465 · Cited by 72
Fan, Y., & Niu, R. H. (2016) · International Journal of Operations & Production Management · doi:10.1108/ijopm-10-2013-0461 · Cited by 71
Sugathan, P., Ranjan, K. R., & Mulky, A. G. (2017) · Journal of Interactive Marketing · doi:10.1016/j.intmar.2017.01.002 · Cited by 66
Siu, N. Y., Zhang, J., & Kwan, H. Y. (2014) · International Journal of Hospitality Management · doi:10.1016/j.ijhm.2014.08.007 · Cited by 64
The consumer experience: The impact of supplier effort and consumer effort on customer satisfaction
Söderlund, M., & Sagfossen, S. (2017) · Journal of Retailing and Consumer Services · doi:10.1016/j.jretconser.2017.08.019 · Cited by 71
Söderlund, M. (2010) · Journal of Retailing and Consumer Services · doi:10.1016/j.jretconser.2010.09.006 · Cited by 62
Predicting the Likelihood of Voiced Complaints in the Self-Service Technology Context
Robertson, N. L., & Shaw, R. N. (2009) · Journal of Service Research · doi:10.1177/1094670509333789 · Cited by 61
Service failures and recovery actions in the hotel industry: A text-mining approach
Lee, M. J., Singh, N., & Chan, E. S. W. (2011) · Journal Of Vacation Marketing · doi:10.1177/1356766711409182 · Cited by 61
“An apology from a service provider communicates courtesy, concern, and empathy to customers who have experienced a service failure and enhances their perception that interactional justice has been achieved (Blodgett et al., 1997; Clemmer and Schneider, 1996; Karande et al., 2007).”
BackgroundFrontline employees’ nonverbal cues in service encounters: a double-edged sword
Lim, E., Lee, Y. H., & Foo, M. (2016) · Journal of the Academy of Marketing Science · doi:10.1007/s11747-016-0479-4
Service failure and service recovery: A hybrid review and research agenda
Sahaf, T. M., & Fazili, A. I. (2023) · International Journal of Consumer Studies · doi:10.1111/ijcs.12974 · Cited by 65
Söderlund, M., & Rosengren, S. (2010) · Journal of Retailing and Consumer Services · doi:10.1016/j.jretconser.2010.01.001 · Cited by 56
Fu, H., Wu, D. C., Huang, S. S., Song, H., & Gong, J. (2015) · International Journal of Hospitality Management · doi:10.1016/j.ijhm.2015.01.006 · Cited by 52
Agnihotri, D., Kulshreshtha, K., & Tripathi, V. (2021) · International Journal of Innovation Science · doi:10.1108/ijis-10-2020-0199 · Cited by 53
Do innovation and sustainability influence customer satisfaction in retail? A question of gender
García, A. M., Saura, I. G., & Molina, M. E. R. (2021) · Economic Research-Ekonomska Istraživanja · doi:10.1080/1331677x.2021.1924217 · Cited by 51
Employee Mere Presence and Its Impact on Customer Satisfaction
Söderlund, M. (2016) · Psychology and Marketing · doi:10.1002/mar.20890 · Cited by 55
Service recovery: Literature review and research issues
Krishna, A., Dangayach, G. S., & Jain, R. (2011) · Journal of Service Science Research · doi:10.1007/s12927-011-0004-8 · Cited by 48
Gruber, T., & Frugone, F. (2011) · Journal of service management · doi:10.1108/09564231111155097 · Cited by 51
“However, it should be in the best interest of any institution to encourage customers to make a complaint because it gives the company an opportunity to redeem itself while obtaining higher levels of customer satisfaction, commitment, loyalty, and positive word of mouth ( Karande et al. , 2007”
BackgroundPerceived Control and Perceived Risk in Self-service Technology Recovery
Le, N. T., Hill, S. R., & Troshani, I. (2020) · Journal of Computer Information Systems · doi:10.1080/08874417.2020.1756533 · Cited by 53
“Using SST to recover from failure may be seen by consumers as a vehicle that helps restore perceived control and empowerment to consumers where it has been lost because of the SST failure.(10,21) Specifically, our argument is that control theory’s negative feedback loop becomes operational when perceptions of control…”
BackgroundA justice framework for understanding how guests react to hotel employee (mis)treatment
Zoghbi‐Manrique‐de‐Lara, P., Aguiar-Quintana, T., & Suárez-Acosta, M. A. (2013) · Tourism Management · doi:10.1016/j.tourman.2012.11.010 · Cited by 47
“Customer dysfunctional behavior and loyalty are behavioral patterns that have been found to be significant reactions to interactional (in)justice experienced by guests (Chebat & Slusarczyk, 2005; Dewitt et al., 2008; Karande et al., 2007; Karatepe, 2006; Kim et al., 2009; Namkung & Jang, 2009; Ok et al., 2005; Yi & Go…”
BackgroundEmployee display of burnout in the service encounter and its impact on customer satisfaction
Söderlund, M. (2017) · Journal of Retailing and Consumer Services · doi:10.1016/j.jretconser.2016.10.014 · Cited by 44
Gohary, A., Hamzelu, B., Pourazizi, L., & Hanzaee, K. H. (2016) · Journal of Retailing and Consumer Services · doi:10.1016/j.jretconser.2016.03.016 · Cited by 45
Recovering service failure through resource integration
Xu, Y., Tronvoll, B., & Edvardsson, B. (2014) · Service Industries Journal · doi:10.1080/02642069.2014.942652 · Cited by 46
“The first item came from Karande et al. (2007), and the second and third items reflected the findings of Study 1.”
BackgroundResultAN ANALYSIS OF CORPORATE E‐MAIL COMMUNICATION AS PART OF AIRLINES' SERVICE RECOVERY STRATEGY
Dickinger, A., & Bauernfeind, U. (2009) · Journal of Travel & Tourism Marketing · doi:10.1080/10548400902864651 · Cited by 43
“This is referred to as interactional justice, that is, the way a customer is treated in the service recovery process (Karande, Magnini, & Tam, 2007 ).”
BackgroundZhu, T., Liu, B., Song, M., & Wu, J. (2021) · Frontiers in Psychology · doi:10.3389/fpsyg.2021.658153 · Cited by 42
Opportunistic customer complaining: causes, consequences, and managerial alternatives.
Baker, M. A., Magnini, V., & Perdue, R. (2012) · International Journal of Hospitality Management · doi:10.1016/j.ijhm.2011.06.004 · Cited by 42
Self-citationSugathan, P., Rossmann, A., & Ranjan, K. R. (2018) · European Journal of Marketing · doi:10.1108/ejm-04-2016-0228 · Cited by 47
Gohary, A., Hamzelu, B., & Pourazizi, L. (2016) · Journal of Hospitality and Tourism Management · doi:10.1016/j.jhtm.2016.09.001 · Cited by 40
From dissatisfied customers to evangelists of the firm: A study of the Spanish mobile service sector
Fierro, J. C., Polo, I. M., & Sesé, F. J. (2013) · BRQ Business Research Quarterly · doi:10.1016/j.cede.2013.10.001 · Cited by 38
“Despite the inherent complexity of the subject, the literature has made a major effort to study the antecedents of service recovery and how these variables impact postservice recovery customer satisfaction (Smith et al., 1999; Karande et al., 2007).”
BackgroundLiterature review on complaints management
Stone, M. (2011) · Journal of Database Marketing & Customer Strategy Management · doi:10.1057/dbm.2011.16 · Cited by 37
Barriers to service recovery in B2B markets: a TISM approach in the context of IT-based services
Baliga, A. J., Chawla, V., Vijaya Sunder, M., et al. (2021) · Journal of Business and Industrial Marketing · doi:10.1108/jbim-02-2020-0112 · Cited by 36
Why do Consumers Forgive Online Travel Agencies? A Multi-study Approach
Kumar, A., & Shankar, A. (2023) · Australasian Marketing Journal (AMJ) · doi:10.1177/14413582231194071 · Cited by 34
“…with long relationships tend to have high expectations from service providers and expect them to perform well in all dimensions of service recovery strategies and have high fairness expectations on all justice dimensions, that is, interactional, procedural and distributive (Karande et al., 2007).”
Consumer complaints and recovery through guaranteeing self‐service technology
Robertson, N., McQuilken, L., & Kandampully, J. A. (2011) · Journal of Consumer Behaviour · doi:10.1002/cb.366 · Cited by 34
The Psychological Effects of Foreign-Language Restaurant Signs on Potential Diners
Magnini, V. P., Miller, T., & Kim, P. B. (2010) · Journal of Hospitality & Tourism Research · doi:10.1177/1096348010370753 · Cited by 34
“…that was listed as an additional brand personality item to be rated by the subjects.3 Regarding realism, consistent with research conducted by Karande, Magnini, and Tam (2007), participants were asked to respond to the following statement using a 9-point Likert-type scale anchored with…”
MethodSelf-citationReacting to negative online customer reviews
Piehler, R., Schade, M., Hanisch, I., & Burmann, C. (2019) · Journal of Service Theory and Practice · doi:10.1108/jstp-10-2018-0227 · Cited by 36
Private and public voice: exploring cultural influence
Swanson, S. R., Frankel, R., Sagan, M., & Johansen, D. (2011) · Managing Service Quality · doi:10.1108/09604521111127947 · Cited by 51
A critical analysis of service recovery processes in the hotel industry
Kuenzel, S., & Katsaris, N. (2009) · Cited by 33
Roschk, H., Müller, J., & Gelbrich, K. (2012) · Journal of Retailing and Consumer Services · doi:10.1016/j.jretconser.2012.11.002 · Cited by 33
Mapping the service recovery research landscape: A bibliometric‐based systematic review
Mir, M., Ashraf, R., Syed, T. A., Ali, S., & Nawaz, R. (2023) · Psychology and Marketing · doi:10.1002/mar.21864 · Cited by 48
Consumer control in service recovery: beyond decisional control
Joosten, H., Bloemer, J. M. M., & Hillebrand, B. (2017) · Journal of service management · doi:10.1108/josm-07-2016-0192 · Cited by 32
Customer satisfaction antecedents within service recovery context
Yang, L. (2012) · Nankai Business Review International · doi:10.1108/20408741211264585 · Cited by 33
Loureiro, Y. K., Haws, K. L., & Bearden, W. O. (2017) · Journal of Service Research · doi:10.1177/1094670517738366 · Cited by 33
“Companies often fail to meet customer expectations, and service failures are commonplace (Karande, Magnini, and Tam 2007).”
BackgroundKim, S., Miao, L., & Magnini, V. P. (2013) · Journal of Hospitality & Tourism Research · doi:10.1177/1096348013495697 · Cited by 30
Self-citationRecovering co-created service failures: the missing link of perceived justice and ethicalness
Wei, S., Ang, T., & Anaza, N. A. (2019) · Journal of Services Marketing · doi:10.1108/jsm-02-2019-0080 · Cited by 27
Preferential treatment in the service encounter
Söderlund, M., Liljander, V., Gummerus, J. K., et al. (2014) · Journal of service management · doi:10.1108/josm-02-2014-0048 · Cited by 26
Hill, R. P., Capella, M. L., Rapp, J. M., & Gentlemen, G. (2015) · Journal of Service Research · doi:10.1177/1094670515593914 · Cited by 26
Ellyawati, J., Purwanto, B. M., & Dharmmesta, B. S. (2012) · Journal of Service Science (JSS) · doi:10.19030/jss.v5i2.7578 · Cited by 26
Antonetti, P., Crisafulli, B., & Maklan, S. (2018) · Journal of Service Research · doi:10.1177/1094670518793534 · Cited by 26
“…recovery strategies such as explanation or apology (Mattila 2006; Wirtz and Mattila 2004), opportunity for cocreation (Roggeveen, Tsiros, and Grewal 2012), and choice (Karande, Magnini, and Tam 2007) appears to assume that customers always interpret communications from the company at face value.”
BackgroundThe doer effect of failure and recovery in multi-agent cases: service supply chain perspective
Yıldırım, C., Oflaç, B. S., & Yurt, Ö. (2018) · Journal of Service Theory and Practice · doi:10.1108/jstp-05-2016-0094 · Cited by 27
“In common with previous studies in service failure and recovery (e.g. Smith et al., 1999; Maxham III and Netemeyer, 2002; Karande et al., 2007), this study investigates the effect of failure and recovery on overall satisfaction.”
BackgroundResultSöderlund, M. (2019) · Journal of Retailing and Consumer Services · doi:10.1016/j.jretconser.2019.102001 · Cited by 25
Tsohou, A., Siponen, M. T., & Newman, M. (2019) · Journal of Information Technology · doi:10.1177/0268396219856019 · Cited by 21
“…and the different recovery strategies and compensation options offered by the provider after the failure (De Matos et al., 2007; Hess et al., 2003; Karande et al., 2007; Maxham and Netemeyer, 2002; McColl-Kennedy and Sparks, 2003; McCollough et al., 2000; Parasuraman et al., 2005; Smith and…”
BackgroundCustomer preference for decision authority in credence services
Ngamvichaikit, A., & Beise, M. (2014) · Managing Service Quality · doi:10.1108/msq-03-2013-0033 · Cited by 22
Mind the voice! The effect of service robot voice vividness on service failure tolerance
Huo, J., Gong, L., Xi, Y., Chen, Y., Chen, D., & Yang, Q. (2024) · Journal of Travel & Tourism Marketing · doi:10.1080/10548408.2024.2425095 · Cited by 22
“As suggested by previous research, the linguistic tone of voice can also impact customer response (e.g. Karande et al., 2007; Sparks et al., 2016).”
Colliander, J., Söderlund, M., & Szugalski, S. (2016) · Journal of Consumer Marketing · doi:10.1108/jcm-03-2015-1349 · Cited by 21
Circle the wagons: measuring the strength of consumers’ brand defense
Roy, S. K., Singh, G., Japutra, A., & Javed, M. (2021) · Journal of Strategic Marketing · doi:10.1080/0965254x.2021.1999305 · Cited by 26
“The scenariobased approach is commonly used in marketing research (e.g., Andreassen & Streukens, 2013; Karande et al., 2007) because it creates a realistic situation, eliminates the possibility of unnoticed negative incident, minimizes memory bias, and overcomes the ethical concerns related to…”
MethodMoving Toward Collaborative Service Recovery: A Multiactor Orientation
Arsenovic, J. F., Edvardsson, B., & Tronvoll, B. (2019) · Service Science · doi:10.1287/serv.2019.0241 · Cited by 21
Sustainability, Store Equity, and Satisfaction: The Moderating Effect of Gender in Retailing
García, A. M., Saura, I. G., Molina, M. E. R., & Contrí, G. B. (2021) · Sustainability · doi:10.3390/su13021010 · Cited by 19
“Finally, in relation to satisfaction, some studies suggest that this variable is moderated by gender [68,69], influencing consumer behaviour.”
BackgroundZhang, C., Park, J., Bonn, M. A., & Cho, M. (2021) · Sustainability · doi:10.3390/su13063581 · Cited by 18
“Service failures result in customer dissatisfaction, negative word-of-mouth (WOM) behavior and customer defection [18].”
BackgroundMerely asking the customer to recommend has an impact on word-of-mouth activity
Söderlund, M., & Mattsson, J. (2015) · Journal of Retailing and Consumer Services · doi:10.1016/j.jretconser.2015.07.009 · Cited by 17
“Such an approach has been used frequently in service research in general (e.g., Bitner, 1990; Dallimore et al., 2007; Karande et al., 2007) and in word-of-mouth research (e.”
MethodPositive social behaviors and suggestive selling in the same service encounter
Söderlund, M. (2013) · Managing Service Quality · doi:10.1108/msq-03-2013-0045 · Cited by 17
“Such scenarios frequently appear in research on service encounters (e.g. Bitner, 1990; Dallimore et al., 2007; Karande et al., 2007; Söderlund and Rosengren, 2008).”
BackgroundJustice (is not the same) for all: The role of relationship activity for post-recovery outcomes
Arsenovic, J. F., Keyser, A. D., Edvardsson, B., Tronvoll, B., & Gruber, T. (2021) · Journal of Business Research · doi:10.1016/j.jbusres.2021.05.031 · Cited by 17
Wurthmann, K. A. (2019) · Business Ethics A European Review · doi:10.1111/beer.12251 · Cited by 15
Zoghbi-Manrique-de-Lara, P., Suárez-Acosta, M. A., & Guerra-Báez, R. M. (2017) · Tourism and Hospitality Research · doi:10.1177/1467358415613394 · Cited by 14
“One approach that has received considerable attention as a way of explaining how hotel guests evaluate service providers’ actions and react accordingly is the justice theory (Chebat and Slusarczyk, 2005; Dewitt et al., 2008; Karande et al., 2007; Karatepe, 2006; Kim et al., 2009).”
BackgroundGautam, V. (2011) · International Review of Management and Marketing · Cited by 15
The Role of Cultural Tightness–Looseness in the Ethics of Service Recovery
Li, C., Fock, H. K. Y., & Mattila, A. S. (2012) · Journal of Global Marketing · doi:10.1080/08911762.2012.697379 · Cited by 15
Service recovery satisfaction and customer commitment in the airline business
Matikiti, R., Mpinganjira, M., & Roberts-Lombard, M. (2019) · African Journal of Economic and Management Studies · doi:10.1108/ajems-01-2019-0005 · Cited by 12
Jokes in the store and its effects on customer satisfaction
Söderlund, M., Oikarinen, E.-L., & Heikka, E. (2017) · The International Review of Retail Distribution and Consumer Research · doi:10.1080/09593969.2017.1314862 · Cited by 12
“Scenarios of this type have been used frequently in previous research (e.g., Bitner 1990; Karande, Magnini, and Tam 2007; Söderlund and Rosengren 2008), and one main advantage is that they allow for homogenous treatments within treatment groups (and control of other factors).”
MethodNdubisi, N. O., Malhotra, N. K., & Miller, G. L. (2013) · Review of marketing research · doi:10.1108/s1548-6435(2013)0000010007 · Cited by 11
Nuansi, P., & Ngamcharoenmongkol, P. (2021) · SAGE Open · doi:10.1177/21582440211040788 · Cited by 10
“…chance to voice in the service recovery process, they reported higher perceived procedural justice, overall satisfaction, and repurchase intention (Karande et al., 2007; Park & Ha, 2016; Roggeveen et al., 2012), thus indicating that the role of customer voice and customer effort in service…”
BackgroundMethodInfluentialHow Does Culture Impact Customer Evaluation in Online Complaining?
Sengupta, S. (2019) · Journal of Global Information Management · doi:10.4018/jgim.2020040107 · Cited by 10
An Identity-Based Model Explaining Online Donor Appreciation
Chell, K., Mortimer, G., Masser, B., & Russell‐Bennett, R. (2021) · Australasian Marketing Journal (AMJ) · doi:10.1177/18393349211027670 · Cited by 9
“A field experiment design was rejected due to the costly and challenging requirements to operationalize valid manipulations (Karande et al., 2007).”
Background
Metadata
- Authors
- Karande, K., Magnini, V. P., & Tam, L.
- Affiliations
- Old Dominion University (US)
- Longwood University (US)
- Venue
- Journal of Service Research
- Publisher
- SAGE Publications
- Published
- 2007-11
- Volume
- 10
- Issue
- 2
- Pages
- 187-203
- ISSN
- 1094-6705 (ISSN-L)
- 1552-7379
- OpenAlex
- W2148799739
- Cited by
- 176
- References
- 52
- Citations by year
- 2026: 5 · 2025: 4 · 2024: 5 · 2023: 7 · 2022: 5 · 2021: 17 · 2020: 3 · 2019: 13 · 2018: 10 · 2017: 11 · 2016: 12 · 2015: 16 · 2014: 14 · 2013: 11 · 2012: 8
- FWCI
- 13.63
- Type
- journal article
- Language
- en
- Open access
- bronze
- doi.org
- Locations
- Journal of Service Research (publishedVersion)
- Digital Commons - Longwood (Longwood University) (submittedVersion)
- 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 › Business, Management and Accounting › Marketing › AI in Service Interactions
- Keywords
- service failure, procedural justice, customer complaints, service recovery, airline services, hotel services, transaction history, customer relationships
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.
A language model drew the claims from the paper on 2026-10-11, under version 3 of the claim definition (model deepseek-v4.1-flash, prompt extract-v3).
A second model labelled each claim on 2026-10-11 (model jev-1.13-20260917, definition revision gold-guideline-v0.2).
Statistics and arithmetic are recomputed, not judged.
Confidence bands are shown only for fields calibrated on our annotated test set. None is calibrated yet, so no band is shown.
What counts as a claim ›How we measure confidence ›How we check this ›
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