Service recovery attributions and word‐of‐mouth intentions

By S. Swanson, S. Kelley. 2001

333 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/8bfe75ceee9d4bcd6b4d5610b2517f2e36fa02d7

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Citations in the corpus

The attribution of service failures: effects on consumer satisfaction (2009, background): “(2003) and Swanson and Kelley (2001) have shown, when the company undertakes actions of this type, it can reduce the negative consequences of the failure.”
Joint effects of management responses and online reviews on hotel financial performance: A data-analytics approach (2017, background): “…of stability and controllability (Wirtz and Mattila, 2004), a greater propensity to share information and higher levels of customer praise and recommendations (Swanson and Kelley, 2001), as well as customers’ satisfaction with the firm and their subsequent word-of mouth valence (Davidow, 2000).”
The Effect of Recovery Locus Attributions and Service Failure Severity on Word-of-Mouth and Repurchase Behaviors in the Hospitality Industry (2011, methodology): “Using a 4-item scale adopted directly from Swanson and Kelley (2001a), participants then indicated the negative or positive nature of those engaged in WOM.”
Assessing mainland Chinese tourists' satisfaction with Hong Kong using tourist satisfaction index (2011, neutral): “Keywords: Tourist satisfaction index, structural equation modelling, partial least squares, Hong Kong.”
Robots or frontline employees? Exploring customers’ attributions of responsibility and stability after service failure or success (2020, result): “When the likelihood of a cause is perceived as fixed or stable (Swanson and Kelley, 2001), the customer predicts that future outcomes be similar to the previous one (Gernigon and Delloye, 2003).”
Modeling Roles of Service Recovery Strategy: A Relationship-Focused View (2005, background): “A distinction between distributive justice (DJ) and procedural justice (PJ) was made, emphasizing differential effects of procedural elements on outcomes (Greenberg, 1986, 1987).”
The service recovery paradox: true but overrated? (2008, background): “Effective service recovery increases not only overall satisfaction, but also positive word of mouth (Spreng et al., 1995, Swanson and Kelley, 2001).”
Talk Up or Criticize? Customer Responses to WOM About Competitors During Social Interactions (2014, neutral): “Except for some exploratory studies that broadly examine WOM in the context of certain critical interactions (Grace, 2007) and others that specifically focus on the effects of service recovery on WOM behavior (Swanson & Kelley, 2001), research is surprisingly sparse.”