Leveraging service recovery strategies to reduce customer churn in an emerging market

[1]  G. Walsh,et al.  Perceptions of Group Versus Individual Service Failures and Their Effects on Customer Outcomes , 2017 .

[2]  Rajendra K. Srivastava,et al.  Customer Acquisition and Retention Spending: An Analytical Model and Empirical Investigation in Wireless Telecommunications Markets , 2016 .

[3]  Neil A. Morgan,et al.  Assessing Performance Outcomes in Marketing , 2016 .

[4]  Rebecca W. Hamilton.  Consumer-based strategy: using multiple methods to generate consumer insights that inform strategy , 2016 .

[5]  Cristiane Pizzutti,et al.  Trust Recovery Following a Double Deviation , 2016 .

[6]  Mathias Beike.  The Economic Approach To Human Behavior , 2016 .

[7]  Margaret E. Roberts,et al.  How Robust Standard Errors Expose Methodological Problems They Do Not Fix, and What to Do About It , 2015, Political Analysis.

[8]  Jase R. Ramsey,et al.  Severe service failure recovery revisited: Evidence of its determinants in an emerging market context , 2015 .

[9]  J. Wieseke,et al.  Don’t try harder: using customer inoculation to build resistance against service failures , 2015 .

[10]  Marya L. Besharov.  The Relational Ecology of Identification: How Organizational Identification Emerges When Individuals Hold Divergent Values , 2014 .

[11]  Jochen Wirtz,et al.  Contrasting the Drivers of Switching Intent and Switching Behavior in Contractual Service Settings , 2014 .

[12]  Holger Roschk,et al.  Identifying Appropriate Compensation Types for Service Failures , 2014 .

[13]  George Knox,et al.  Customer Complaints and Recovery Effectiveness: A Customer Base Approach , 2014 .

[14]  K. Sivakumar,et al.  Service Quality: The Impact of Frequency, Timing, Proximity, and Sequence of Failures and Delights , 2014 .

[15]  Mary Jo Bitner,et al.  What unhappy customers want , 2014 .

[16]  Jeff Joireman,et al.  When Do Customers Offer Firms a 'Second Chance' Following a Double Deviation? The Impact of Inferred Firm Motives on Customer Revenge and Reconciliation , 2013 .

[17]  Raju Subba.  FDI in Indian retail sector : analysis of competition in Agrifood sector , 2013 .

[18]  Ronald Fischer,et al.  Do cultural values predict individuals' moral attitudes? A cross-cultural multilevel approach , 2011 .

[19]  Jagdish N. Sheth,et al.  Impact of Emerging Markets on Marketing: Rethinking Existing Perspectives and Practices , 2011 .

[20]  Shih-Chieh Chuang,et al.  The effect of service failure types and service recovery on customer satisfaction: a mental accounting perspective , 2011 .

[21]  Holger Roschk,et al.  Do complainants appreciate overcompensation? A meta-analysis on the effect of simple compensation vs. overcompensation on post-complaint satisfaction , 2011 .

[22]  Shalom H. Schwartz,et al.  Studying Values: Personal Adventure, Future Directions , 2011 .

[23]  A. Knafo,et al.  The Value of Values in Cross-Cultural Research: A Special Issue in Honor of Shalom Schwartz , 2011 .

[24]  Holger Roschk,et al.  A Meta-Analysis of Organizational Complaint Handling and Customer Responses , 2011 .

[25]  Donald R. Lehmann,et al.  Consumer Expectations and Culture: The Effect of Belief in Karma in India , 2010 .

[26]  K. Train,et al.  A Control Function Approach to Endogeneity in Consumer Choice Models , 2010 .

[27]  T. M. Tripp,et al.  When Customer Love Turns into Lasting Hate: The Effects of Relationship Strength and Time on Customer Revenge and Avoidance , 2009, Journal of Marketing.

[28]  R. Mizerski,et al.  The Effects of Cultural Values in Word-of-Mouth Communication , 2009 .

[29]  Kiran Karande,et al.  Recovery Voice and Satisfaction After Service Failure , 2007 .

[30]  Debra Ann Grace,et al.  Contrasting "Complainers" with "Non-Complainers" on Attitude Toward Complaining, Propensity to Complain, and Key Personality Characteristics: A Nomological Look , 2007 .

[31]  Bård Kuvaas,et al.  An Exploration of How the Employee-organization Relationship Affects the Linkage between Perception of Developmental Human Resource Practices and Employee Outcomes , 2007 .

[32]  Edward P. Markowski,et al.  The service recovery paradox: justifiable theory or smoldering myth? , 2007 .

[33]  Hui Liao,et al.  Do it right this time: the role of employee service recovery performance in customer-perceived justice and customer loyalty after service failures. , 2007, The Journal of applied psychology.

[34]  E. Cowley,et al.  Service failure recovery: The moderating impact of individual-level cultural value orientation on perceptions of justice , 2006 .

[35]  S. Schwartz.  A Theory Of Cultural Value Orientations: Explication And Applications , 2006 .

[36]  R. Cropanzano,et al.  Social Exchange Theory: An Interdisciplinary Review , 2005 .

[37]  Zhen Zhu,et al.  A Mathematical Model of Service Failure and Recovery Strategies , 2004, Decis. Sci..

[38]  A. Mattila,et al.  Service Recovery and Fairness Perceptions in Collectivist and Individualist Contexts , 2004 .

[39]  Michael A. Jones,et al.  The impact of service failure severity on service recovery evaluations andpost‐recovery relationships , 2004 .

[40]  Shankar Ganesan,et al.  Service failure and recovery: The impact of relationship factors on customer satisfaction , 2003 .

[41]  Nina Reynolds,et al.  Measuring cross‐cultural service quality: a framework for assessment , 2002 .

[42]  George M. Zinkhan,et al.  International Brand-Name Standardization/Adaptation: Antecedents and Consequences , 2002 .

[43]  Emmanuel Okechukwu Ogbonna,et al.  Exploring Service Sabotage , 2002 .

[44]  A. Mattila.  The effectiveness of service recovery in a multi‐industry setting , 2001 .

[45]  Michael A. McCollough,et al.  An Empirical Investigation of Customer Satisfaction after Service Failure and Recovery , 2000 .

[46]  A. Palmer,et al.  Equity and repurchase intention following service failure , 2000 .

[47]  Ruth N. Bolton,et al.  A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery , 1999 .

[48]  Robert W. Ruekert,et al.  Signaling Unobservable Product Quality through a Brand Ally , 1999 .

[49]  A. Mattila.  The Role of Culture in the Service Evaluation Process , 1999 .

[50]  Stephen S. Tax,et al.  Customer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing , 1998 .

[51]  Cynthia M. Webster,et al.  Service consumption criticality in failure recovery , 1998 .

[52]  R. Oliver.  Customer delight: Foundations, findings, and managerial insight☆ , 1997 .

[53]  Stephen S. Tax,et al.  The effects of distributive, procedural, and interactional justice on postcomplaint behavior , 1997 .

[54]  L. Berry,et al.  Customers' motivations for maintaining relationships with service providers , 1997 .

[55]  Bernd H. Schmitt,et al.  Language and Consumer Memory: The Impact of Linguistic Differences between Chinese and English , 1994 .

[56]  C. Fornell,et al.  Customer Satisfaction, Market Share, and Profitability: Findings from Sweden , 1994 .

[57]  Ruth N. Bolton,et al.  A Dynamic Model of the Duration of the Customer's Relationship with a Continuous Service Provider: The Role of Satisfaction , 1994 .

[58]  H. Triandis.  Collectivism and Individualism as Cultural Syndromes , 1993 .

[59]  V. Zeithaml,et al.  A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions , 1993 .

[60]  A. Parasuraman,et al.  The nature and determinants of customer expectations of service , 1993 .

[61]  Linda J. Skitka,et al.  Allocating scarce resources : a contingency model of distributive justice , 1992 .

[62]  W. Sasser,et al.  The profitable art of service recovery. , 1990, Harvard business review.

[63]  Jagdip Singh.  Voice, exit, and negative word-of-mouth behaviors: An investigation across three service categories , 1990 .

[64]  C. Grönroos.  Relationship approach to marketing in service contexts: The marketing and organizational behavior interface , 1990 .

[65]  John A. Czepiel.  Service encounters and service relationships: Implications for research , 1990 .

[66]  T. Tyler.  The psychology of procedural justice: A test of the group-value model. , 1989 .

[67]  D. Brinberg,et al.  A Resource Exchange Theory Analysis of Consumer Behavior , 1983 .

[68]  C. Lovelock.  Classifying Services to Gain Strategic Marketing Insights , 1983 .

[69]  Joseph E. McGrath,et al.  Dilemmatics: The Study of Research Choices and Dilemmas , 1981 .

[70]  R. Oliver.  A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions , 1980 .

[71]  E. Foa,et al.  Societal Structures of the Mind , 1974 .