“I’m Mad and I Can’t Get That Service Failure Off My Mind”
By Yuliya Strizhakova, Yelena Tsarenko, Julie A. Ruth. 2012
161 citations recorded by the source corpus.
Subfields: Organizational Behavior and Human Resource Management, Sociology and Political Science
View Paper: https://www.semanticscholar.org/paper/1a5c3da0e0db6dae7762a73292752f0981fde99c
How researchers see this paper
The researchers whose trusted networks rank it highest, strongest advocate first. Every researcher gets a different order.
In Organizational Behavior and Human Resource Management
- Marcel J. H. van Birgelen
- Allard C. R. van Riel
- C. Delcourt
- Riza Casidy
- Hossein Olya
- L. James
- M. Gannon
- Faizan Ali
In Sociology and Political Science
- Marcel J. H. van Birgelen
- Allard C. R. van Riel
- C. Delcourt
- Hossein Olya
- Babak Taheri
- M. Gannon
- Riza Casidy
- Faizan Ali
Citations in the corpus
- The Social Dimension of Service Interactions (2017, background): “We thus contribute to literature on blame attributions in service failure episodes by showing that such attributions affect the social dynamics in a service interaction (Bitner 1990; Gelbrich 2010; Joireman et al. 2013; Strizhakova, Tsarenko, and Ruth 2012).”
- Employee Emotional Competence (2016, background): “The regulation of others’ emotions is more essential to service encounters, because employees who are responsive to customers’ emotions likely can create customer satisfaction (Menon and Dubé 2000, 2004; Strizhakova, Tsarenko, and Ruth 2012).”
- The Effects of Harm Directions and Service Recovery Strategies on Customer Forgiveness and Negative Word-of-Mouth Intentions (2015, background): “these recent developments, there are extant gaps in the literature on the influence of service recovery strategies on consumer forgiveness (Grégoire et al., 2009; Strizhakova et al., 2012).”
- Authentic assessment in business education: its effects on student satisfaction and promoting behaviour (2018, background): “Scenario-based designs minimise ethical issues associated with creating and comparing student responses to assessments, and also are not subject to memory limitations associated with reflective surveys (Strizhakova, Tsarenko, and Ruth 2012).”
- Understanding the Influence of Airport Servicescape on Traveler Dissatisfaction and Misbehavior (2020, background): “This could include coping behavior (Strizhakova, Tsarenko, and Ruth 2012); behavioral intentions (Ajzen and Driver 1992); culture and Lean for airport services (Syltevik et al. 2018).”