Critical Incidents and the Impact of Satisfaction on Customer Share

By Jenny van Doorn, Peter C. Verhoef. 2008

205 citations recorded by the source corpus.

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

View Paper: https://www.semanticscholar.org/paper/cbeda1017c45cb036a2dea29ca3fca152228a85c

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. Christian Homburg
2. Jens B. Schmitt
3. M. Klarmann

In Organizational Behavior and Human Resource Management

1. Christian Homburg
2. Shun-Wen Yang
3. Jens B. Schmitt
4. Chai Chang
5. Yin-Hui Cheng
6. Shih-Chieh Chuang
7. M. Klarmann
8. Birgit Renzl

In Strategy and Management

1. Christian Homburg
2. Jens B. Schmitt
3. M. Klarmann
4. Oliver Schilke

Citations in the corpus

• Brand awareness in business markets: When is it related to firm performance? (2010, methodology): “The statistical significance of the correlations does not change, which indicates the absence of common method bias (Van Doorn & Verhoef, 2008).”
• The effect of service failure types and service recovery on customer satisfaction: a mental accounting perspective (2012, background): “Van Doorn and Verhoef (2008) find that when service failures occur, the carry-over effect influences customers with a high degree of satisfaction more than those with a low degree.”