The role of culture in the perception of service recovery

By N. Wong. 2004

154 citations recorded by the source corpus.

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

View Paper: https://www.semanticscholar.org/paper/6e7b76025ad74640608d6bc7dc2b7a473ecc870b

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

1. Tekle Shanka
2. Pao-Tiao Chuang
3. S. Kaiser
4. Holger Roschk
5. Sony Kusumasondjaja
6. Chris Marchegiani

In Social Psychology

1. Pao-Tiao Chuang
2. S. Kaiser
3. Holger Roschk
4. Chris Marchegiani

In Sociology and Political Science

1. Tekle Shanka
2. Pao-Tiao Chuang
3. S. Kaiser
4. Holger Roschk
5. Sony Kusumasondjaja
6. Chris Marchegiani

Citations in the corpus

• Combining Service Blueprint and FMEA for Service Design (2007, background): “Moreover, to compensate and alleviate the effects of service failure, research on service failure recovery strategies and actions was proposed in many studies [e.g. Goldstein et al., 2002; Hocutt and Stone, 1998; Mattila and Patterson, 2004; Maxham, 2001; Miller et al., 2000; Mueller et al., 2003; W”
• Credibility of online reviews and initial trust (2012, background): “, 2004) and providing well-managed recovery strategies (e.g. Kau and Loh, 2006; Maxham, 2001; Wong, 2004).”
• The nature of an apology: An experimental study on how to apologize after a service failure (2013, background): “However, there is also empirical evidence that the presence of an apology does not necessarily recover from service failures (McDougall and Levesque 1999) nor fosters post-complaint satisfaction (de Ruyter and Wetzels 2000; Goodwin and Ross 1992; Ringberg and Christensen 2003; Wong 2004).”