Silent Voices

By J. Chébat, Moshe Davidow, Isabelle Codjovi. 2005

195 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/af4a77f623d1bfa125d10192f54ff13bac4a62c3

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. Julie A. Ruth
2. Yuliya Strizhakova
3. Florian von Wangenheim
4. Yelena Tsarenko

In Social Psychology

1. Julie A. Ruth
2. Yuliya Strizhakova
3. Yelena Tsarenko

In Sociology and Political Science

1. Julie A. Ruth
2. Yuliya Strizhakova
3. Yelena Tsarenko

Citations in the corpus

• Behavioral Consequences of Overbooking Service Capacity (2007, result): “…is in line with the repetitive findings from the service failure literature that dissatisfied customers are more likely to stop buying from a service provider or do nothing than to complain and try to get their problem solved (e.g., Chebat, Davidow, and Codjovi 2005; Stephens and Gwinner 1998).”
• “I’m Mad and I Can’t Get That Service Failure Off My Mind” (2012, background): “If service providers are able to recognize such needs and provide emotional support, they increase their chances for retaining customers (Chebat, Davidow, and Codjovi 2005).”