Consumer reaction to service failure and recovery: the moderating role of attitude toward complaining
By Celso Augusto de Matos, C. V. Rossi, R. Veiga, Valter Afonso Vieira. 2009
189 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/f83e06114e2e1b654a4922e4f1f7bb710cf67c93
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In Management Information Systems
In Organizational Behavior and Human Resource Management
In Strategy and Management
Citations in the corpus
- Doing Right Leads to Doing Well: When the Type of CSR and Reputation Interact to Affect Consumer Evaluations of the Firm (2012, methodology): “Three items adapted from De Matos et al. (2009) were used to measure consumer extra-role behavior: After seeing the campaign, what are the chances that (1) You will tell your relatives and friends about the good deed of the company, (2) You will join activity undertaken by the company in the…”
- A Meta-Analysis of Relationships Linking Service Failure Attributions to Customer Outcomes (2014, background): “Finally, several studies hypothesize a direct effect of attributions on loyalty, word-of-mouth, and complaint intentions (e.g., De Matos et al. 2009), but others include mediating variables to examine both direct and mediating effects (Vazquez-Casielles, del Rio-Lanza, and Diaz-Martin 2007).”