The consumer’s reaction to delays in service

By A. C. Díaz, F. Ruiz. 2002

170 citations recorded by the source corpus.

Subfields: Marketing, Organizational Behavior and Human Resource Management

View Paper: https://www.semanticscholar.org/paper/4e7b46b9ae0a5d13494b720a6ce471041f88c599

How researchers see this paper

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

In Marketing

1. Osman Mahamad
2. Rahim Mosahab
3. L. Kheng
4. Saif M. Mohammad
5. Thurasamy Ramayah
6. M. Zeelenberg
7. Rik Pieters
8. Roger Bougie

In Organizational Behavior and Human Resource Management

1. M. Zeelenberg
2. Saif M. Mohammad
3. Rik Pieters
4. Osman Mahamad
5. Rahim Mosahab
6. L. Kheng
7. Thurasamy Ramayah
8. Katja Gelbrich

Citations in the corpus

• The Impact of Service Quality on Customer Loyalty: A Study of Banks in Penang, Malaysia (2010, background): “Responsiveness is likely to have an important and positive effect on customer satisfaction (Jun & Cai, 2001; Diaz & Ruiz, 2002; Joseph et al., 2005; Glaveli et al., 2006).”
• Tracking Sentiment in Mail: How Genders Differ on Emotional Axes (2011, background): “The technology is still developing and it can be unpredictable when dealing with short sentences, but it has been shown to be reliable when drawing conclusions from large amounts of text (Dodds and Danforth, 2010; Pang and Lee, 2008).”
• Angry customers don't come back, they get back: The experience and behavioral implications of anger and dissatisfaction in services (2003, background): “Whereas Dubé and Maute (1996) found that dissatisfaction is related to behavioral intentions, Díaz and Ruíz (2002) found that dissatisfaction is unrelated to behavioral intentions while controlling for anger.”