From Disgust to Delight

By Tor Wallin Andreassen. 2001

202 citations recorded by the source corpus.

Subfields: Marketing, Organizational Behavior and Human Resource Management, Sociology and Political Science

View Paper: https://www.semanticscholar.org/paper/48914d7a1b24e9bc120358015c3ca9c8f6777c3d

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Citations in the corpus

Customer Complaints and Recovery Effectiveness: A Customer Base Approach (2014, background): “…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 offset it (Maxham 2001; McCollough, Berry, and Yadav 2000).”
“Don't Forget that Others Are Watching, Too!” The Effect of Conversational Human Voice and Reply Length on Observers’ Perceptions of Complaint Handling in Social Media (2020, background): “…2004), but it can also reduce the consequences of negative electronic word of mouth on brand evaluations (Lee & Song, 2010), customer loyalty (Andreassen, 2001; Tax & Brown, 2000), customer profitability (Cambra-Fierro, Melero, & Sese, 2015), and intention to switch (Sparks, So, & Bradley,…”
Organizational Responses to Customer Complaints: What Works and What Doesn’t (2003, background): “Several research studies (see, for example, Andreassen 2001; Liu, Sudharshan, and Hamer 2000; Maxham 2001; Parker, Beggs, and KeownMcMullan 2000; Smith and Bolton 1998; Tax and Chandrashekaran 1992; Walsh 1996) have only focused on the overall handling of the complaint, without separating out the…”
Exploring consumer conflict management in service encounters (2010, background): “Better targeting of service recovery efforts are critical given that research suggests consumers still feel aggrieved with service providers even when recovery has occurred (Andreassen 2001).”
A transactional model of forgiveness in the service failure context: a customer‐driven approach (2011, background): “(1996), and Andreassen (2001) found contradictory results as to the existence of this paradox, discovering that lingering grievance often remains, even after superlative recovery (Buttle and Burton, 2002).”
Service Recovery Paradox: A Meta-Analysis (2007, background): “This view has already been advocated by single studies (e.g., Andreassen 2001; McCollough, Berry, and Yadav 2000), but our meta-analysis makes this argument stronger, given that the meta-analysis provides an integrative review and a quantitative integration of the conflicting results about the SRP.”