The impact of service failures on customer loyalty

By Anna S. Mattila. 2004

257 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/a5d70bc86dd8098546b374fa8a5295ef66bf8ca4

How researchers see this paper

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

In Marketing

1. Yany Grégoire
2. R. Fisher
3. J. Bowden
4. Katja Gelbrich
5. Marko Sarstedt
6. J. Dawes
7. Matthew Thomson
8. Allison R. Johnson

In Organizational Behavior and Human Resource Management

1. Yany Grégoire
2. R. Fisher
3. J. Bowden
4. Katja Gelbrich
5. Marko Sarstedt
6. J. Dawes
7. T. M. Tripp
8. Matthew Thomson

In Sociology and Political Science

1. J. Bowden
2. R. Fisher
3. Yany Grégoire
4. Dane K. Peterson

Citations in the corpus

• Customer betrayal and retaliation: when your best customers become your worst enemies (2008, methodology): “1990), we recognize that other conceptualizations—such as firm identification (Bhattacharya and Sen 2003) and emotional bonding (Mattila 2004)—could shed new light on the “love becomes hate” effect.”
• Creating consumer durable retailer customer loyalty through order fulfillment service operations (2008, background): “In the marketing channels literature, affective commitment expresses the extent to which channel members like to maintain their relationship with specific partners (Geyskens et al., 1996; Mattila, 2004).”
• Engaging the Student as a Customer: A Relationship Marketing Approach (2011, background): “In addition to the loyalty benefits that affective commitment confers on organizations, affective commitment is frequently described as leading to a form of stickiness that moderates attitudinal and behavioral responses under conditions of service failure (Mattila 2004).”