A Longitudinal Study of Complaining Customers' Evaluations of Multiple Service Failures and Recovery Efforts

By James G. Maxham, Richard G. Netemeyer. 2002

1,228 citations recorded by the source corpus.

Subfields: Management Information Systems, Organizational Behavior and Human Resource Management, Strategy and Management

View Paper: https://www.semanticscholar.org/paper/25caf30138ab038d1f5478842ee9146336f97f3d

How researchers see this paper

The researchers whose trusted networks rank it highest, strongest advocate first. Every researcher gets a different order.

In Management Information Systems

In Organizational Behavior and Human Resource Management

In Strategy and Management

Citations in the corpus

When Good Brands Do Bad (2004, background): “Research has shown that once these perceptions begin to erode, it can be difficult to slow relationship decline, despite recovery efforts that may appear successful in the short-run (Maxham and Netemeyer 2002).”
The effects of anticipatory emotions on service satisfaction and behavioral intention (2014, result): “This is comparable to other longitudinal studies, which reported that between 58% and 70% of the original sample also completed the 2 nd stage survey (Bolton and Drew 1991; Maxham III and Netemeyer 2002; Palmer and Koenig-Lewis 2011; Rindfleisch et al. 2008) .”
WOM and social media: Presaging future directions for research and practice (2014, background): “Among the factors that have been linked to such behavior are extreme satisfaction or dissatisfaction (Anderson 1998; Bowman and Narayandas 2001; Maxham and Netemeyer 2002), novelty of the product (Bone 1992), and consumers’ commitment to the firm (Dick and Basu 1994; Wangenheim and Bayon 2004).”
Customer Complaints and Recovery Effectiveness: A Customer Base Approach (2014, background): “Although some studies have offered evidence for this recovery paradox (e.g., Hart, Heskett, and Sasser 1990; Maxham and Netemeyer 2002; Smith and Bolton 1998), others have reported that recovery effectiveness may offset but does not exceed the failure’s impact (Andreassen 2001) or does not entirely…”
What type of relationship do we have with loved brands (2014, background): “Many studies focus on the antecedents and consequences of word of mouth (WOM), including extreme (dis)satisfaction (Maxham and Netemeyer, 2002), commitment to products (Dick and Basu, 1994), and length of the relationship with brands (Wangenheim and Bayón, 2004).”
Exploring customers' responses to online service failure and recovery strategies during Covid‐19 pandemic: An actor–network theory perspective (2021, background): “Two of the specific and important elements of recovery strategies are the speed of recovery (Baker et al., 2008; Borah et al., 2020; Crisafulli & Singh, 2017) and recovery efforts made by providers in response to customer complaints (Fan & Niu, 2016; Maxham & Netemeyer, 2002).”