Examine the cognitive and affective antecedents to service recovery satisfaction: A field study of delayed airline passengers

By B. Wen, Christina G. Chi. 2013

184 citations recorded by the source corpus.

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

View Paper: https://www.semanticscholar.org/paper/aa4789c5684d3554e95dce9c2b282fd1a7072075

How researchers see this paper

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

In Management Information Systems

1. Heesup Han

In Marketing

1. Hyeon-Cheol Kim
2. Sanghyeop Lee
3. Bee‐Lia Chua
4. Heesup Han
5. Sunghyup Sean Hyun
6. K. Woosnam
7. Hossein Olya
8. Jinsoo Hwang

In Organizational Behavior and Human Resource Management

1. Heesup Han
2. Sanghyeop Lee
3. Bee‐Lia Chua
4. Hyeon-Cheol Kim
5. Sunghyup Sean Hyun
6. S. Tanford
7. Jinsoo Hwang
8. Choong‐Ki Lee

Citations in the corpus

• Understanding Airline Travelers’ Perceptions of Well-Being: The Role of Cognition, Emotion, and Sensory Experiences in Airline Lounges (2016, background): “Wen and Chi (2013) also demonstrated that passengers’ positive as well as negative emotions had a direct influence on satisfaction with service recovery.”