Better him than me: social comparison theory and service recovery

By Carolyn M. Bonifield, Catherine A. Cole. 2008

109 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/9a2a33e0c6f224b1048a8f2d5e2f8b9476d39eb6

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. L. Harris
2. Hongwei He
3. Maxwell K. Hsu
4. S. Swanson
5. Holger Roschk
6. Katja Gelbrich
7. S. Kaiser
8. Lujun Su

In Social Psychology

1. Hongwei He
2. L. Harris
3. Katja Gelbrich
4. Maxwell K. Hsu
5. S. Swanson
6. S. Kaiser
7. Holger Roschk

In Sociology and Political Science

1. Maxwell K. Hsu
2. S. Swanson
3. L. Harris
4. Katja Gelbrich
5. Hongwei He
6. S. Kaiser
7. Holger Roschk
8. Guy Assaker

Citations in the corpus

• Anger, frustration, and helplessness after service failure: coping strategies and effective informational support (2010, methodology): “For our experimental design, we followed Bonifield and Cole (2007, 2008) by manipulating appraisals and provider support in written scenarios.”
• The Effect of Recovery Locus Attributions and Service Failure Severity on Word-of-Mouth and Repurchase Behaviors in the Hospitality Industry (2011, background): “Evidence suggests that customers’ WOM and repurchase behaviors are dependent on the recovery response to a service failure (e.g., Bitner et al., 1990; Bonifield & Cole, 2008; Collie et al., 2000).”
• The nature of an apology: An experimental study on how to apologize after a service failure (2013, methodology): “Failure type was manipulated by either depicting a process or an outcome failure, which were based on previous research and adjusted to fit our study purpose (Bonifield and Cole 2008; Hess et al. 2003).”
• Moral disengagement of hotel guest negative WOM: moral identity centrality, moral awareness, and anger. (2014, background): “Anger is a common and morally relevant emotional reaction to a service failure (e.g., Bonifield & Cole, 2007; 2008; Gelbrich, 2010; Gino & Schweitzer, 2008; Sánchez-García & Currás-Pérez, 2011).”
• Identifying Appropriate Compensation Types for Service Failures (2014, background): “Numerous studies report positive effects of compensation on customer reactions like satisfaction (SAT), loyalty (LOY), or positive word of mouth (WOM; e.g., Bonifield and Cole 2008; Mattila and Patterson 2004; Wirtz and Mattila 2004).”