Modeling Roles of Service Recovery Strategy: A Relationship-Focused View

By C. Ok, K. Back, C. Shanklin. 2005

194 citations recorded by the source corpus.

Subfields: General Health Professions, Marketing, Organizational Behavior and Human Resource Management

View Paper: https://www.semanticscholar.org/paper/6ccb79e9047194de4597d0587405d81eccb1ad1f

How researchers see this paper

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

In General Health Professions

1. Hyounae Kelly Min
2. Heesup Han
3. Woo Gon Kim
4. S. Swanson
5. T. Kim

In Marketing

1. Heesup Han
2. Maxwell K. Hsu
3. Dev Jani
4. Woo Gon Kim
5. S. Swanson
6. Christina G. Chi
7. B. Wen
8. T. Kim

In Organizational Behavior and Human Resource Management

1. Heesup Han
2. Maxwell K. Hsu
3. Dev Jani
4. Woo Gon Kim
5. S. Swanson
6. Christina G. Chi
7. B. Wen
8. Hyounae Kelly Min

Citations in the corpus

• The effects of perceived justice on recovery satisfaction, trust, word-of-mouth, and revisit intention in upscale hotels. (2009, background): “Previous research confirms that satisfaction with service recovery serves as a predictor of trust (Ok et al., 2005; de Ruyter & Wetzels, 2000; Tax et al., 1998).”
• Examine the cognitive and affective antecedents to service recovery satisfaction: A field study of delayed airline passengers (2013, background): “, 2008; Aurier and Siadou-Martin, 2007) and indirectly influence trust via satisfaction (Tax et al., 1998; Ok et al., 2005; Kim et al., 2009).”
• Investigating the key factors affecting behavioral intentions: evidence from a full-service restaurant setting. (2011, background): “Of late, the effect of customer satisfaction on behavioral intentions has been noted to be mediated by customers' levels of trust in the service and/or service provider, and their commitment to the service provider ( Ok et al. , 2005”
• Factors Affecting Customer Satisfaction in Responses to Negative Online Hotel Reviews (2015, background): “Although this response is polite and includes an apology, which are two commonly suggested recovery strategies (Dickinger and Bauernfeind 2009; Ok, Back, and Shanklin 2005), it sounds generic and does not provide a personalized acknowledgment of the reviewer or the actual complaint: I apologize for…”
• The Effect of Recovery Locus Attributions and Service Failure Severity on Word-of-Mouth and Repurchase Behaviors in the Hospitality Industry (2011, background): “consumers when selecting a service provider (Kinard & Capella, 2006; Ok et al., 2005).”