Invited Commentary---Modeling Opportunities in Service Recovery and Customer-Managed Interactions

[1]  Trevor J. Bentley.  The Lessons Learned , 1981 .

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

[3]  J Hagel,et al.  The coming battle for customer information. , 1997, Harvard business review.

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

[5]  Richard T. Watson,et al.  I Am My Own Database , 2004 .

[6]  Richard T. Watson,et al.  Customer-Managed Interactions: A New Paradigm for Firm-Customer Relationships , 2005, MIS Q. Executive.

[7]  R. Kohli,et al.  Internet Recommendation Systems , 2000 .

[8]  Steven M. Shugan.  The Impact of Advancing Technology on Marketing and Academic Research , 2004 .

[9]  Janis L. Miller,et al.  Service recovery: a framework and empirical investigation , 2000 .

[10]  Tuck Siong Chung,et al.  Marketing Models of Service and Relationships , 2006 .

[11]  T. Andreassen,et al.  From Disgust to Delight , 2001 .

[12]  Shirley Taylor.  Waiting for Service: The Relationship between Delays and Evaluations of Service , 1994 .

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

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

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

[16]  V. Zeithaml,et al.  E-S-QUAL A Multiple-Item Scale for Assessing Electronic Service Quality , 2004 .

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

[18]  William F. Meehan,et al.  What Venture Trends Can Tell You , 2003 .

[19]  Ruth N. Bolton,et al.  An Experimental Investigation of Customer Reactions to Service Failure and Recovery Encounters , 1998 .

[20]  Michael K. Hui,et al.  What to Tell Consumers in Waits of Different Lengths: An Integrative Model of Service Evaluation , 1996 .

[21]  Moshe Davidow.  Organizational Responses to Customer Complaints: What Works and What Doesn’t , 2003 .