Service Quality: The Impact of Frequency, Timing, Proximity, and Sequence of Failures and Delights

By K. Sivakumar, Mei Li, Beibei Dong. 2014

190 citations recorded by the source corpus.

Subfields: Information Systems and Management, Marketing, Organizational Behavior and Human Resource Management

View Paper: https://www.semanticscholar.org/paper/8e51af6d60f0bef4f6b71532871251febbe40228

How researchers see this paper

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

In Information Systems and Management

1. Riza Casidy
2. Hyunju Shin

In Marketing

1. Riza Casidy
2. Yanfen You
3. Lili Wang
4. Hyunju Shin
5. Xiaoyan Deng
6. Xiaojing Yang

In Organizational Behavior and Human Resource Management

1. Riza Casidy
2. Yanfen You
3. Lili Wang
4. Hyunju Shin
5. Xiaoyan Deng
6. Xiaojing Yang

Citations in the corpus

• The Multilevel Nature of Customer Experience Research: An Integrative Review and Research Agenda (2018, unknown): “Some studies also link Oliver’s (1977) expectation confirmation theory to how experiences are formed based on prior expectation levels (e.g. Sivakumar et al. 2014), while other authors argue that the (dis)confirmation of expectations does not suffice in explaining CEs (e.g. Lemmink and Mattsson…”
• When and Why Saying “Thank You” Is Better Than Saying “Sorry” in Redressing Service Failures: The Role of Self-Esteem (2020, background): “Indeed, service failures are often unpredictable (Sivakumar, Li, and Dong 2014; Smith, Bolton, and Wagner 1999) and create disconfirmations when they actually happen.”
• The Effects of Harm Directions and Service Recovery Strategies on Customer Forgiveness and Negative Word-of-Mouth Intentions (2015, background): “3 Forgiveness: Consumer Positive Reactions to Service Failure A service failure occurs when the delivery of a service offering does not meet the customer’s expectations (Sivakumar et al., 2014).”