The role of cause and affect in service failure

By L. J. Harrison‐Walker. 2012

98 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/e43efde7749c25910249a30c4a80ea1bfbb5b6ef

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. Lea H Dunn
2. Thomas Allard
3. K. White
4. Jennifer J. Argo
5. Darren W. Dahl
6. Jonah A. Berger
7. Bonnie Simpson

In Organizational Behavior and Human Resource Management

1. Lea H Dunn
2. K. White

In Sociology and Political Science

1. Lea H Dunn
2. Thomas Allard
3. K. White
4. Bonnie Simpson

Citations in the corpus

• Negative Reviews, Positive Impact: Consumer Empathetic Responding to Unfair Word of Mouth (2020, background): “The majority of work on attributions in service failure contexts supports the notion of a pathway through anger (Bonifield and Cole 2007; Folkes, Koletsky, and Graham 1987) leading to retaliatory behavior (Andreassen 1999; Harrison-Walker 2012).”