The impact of choice on fairness in the context of service recovery

By Anna S. Mattila, David A. Cranage. 2005

215 citations recorded by the source corpus.

Subfields: Management Information Systems, Organizational Behavior and Human Resource Management, Sociology and Political Science

View Paper: https://www.semanticscholar.org/paper/f8fdf849a2ecbbc9e0a201aa504dbfdf0ba2dc9f

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In Management Information Systems

In Organizational Behavior and Human Resource Management

In Sociology and Political Science

Citations in the corpus

The Effects of Harm Directions and Service Recovery Strategies on Customer Forgiveness and Negative Word-of-Mouth Intentions (2015, background): “Past studies have linked apologies and compensation with consumers’ perceived distributive and interactional fairness (Mattila and Cranage, 2005; Smith et al., 1999; Wirtz and Mattila, 2004).”
The influence of emotions on customer's cognitive evaluations and satisfaction in a service failure and recovery context (2008, background): “In service organisations, therefore, delivery failures are inevitable (Hart, Heskett, & Sasser, 1990 ; Kau & Loh, 2006 ; Mattila & Cranage, 2005 ; Shapiro & Nieman-Gonder, 2006 ), with a subsequent reduction in customer satisfaction and, on occasion, customer complaint.”
The Effect of Recovery Locus Attributions and Service Failure Severity on Word-of-Mouth and Repurchase Behaviors in the Hospitality Industry (2011, background): “Literature suggests that customers are more lenient if they perceive that the firm had little control over the service failures (Mattila & Cranage, 2005; Maxham & Netemeyer, 2002) or if they perceive the failure as an outcome of unstable (temporary) causes (Kelley et al., 1993).”
Better him than me: social comparison theory and service recovery (2008, background): “First, prior research has tended to emphasize how compensation improves outcomes after service failures, while only a few investigators have studied how verbal communications, such as establishing employee customer rapport (DeWitt and Brady 2003) and apologizing (Matilla and Cranage 2005) affect how”
A cross‐cultural comparison of perceived informational fairness with service failure explanations (2011, background): “Additional moderators include the timing of the explanation being offered (Conlon and Murray, 1996; Mattila, 2006) and the presence of other recovery efforts (Bitner, 1990; Liao, 2007; Mattila and Cranage, 2005).”
Examine the cognitive and affective antecedents to service recovery satisfaction: A field study of delayed airline passengers (2013, background): “Review of literature Perceived justice in service recovery (service recovery justice) At the end of 1990s, marketing scholars began to study service recovery using justice theory in social psychology and identified perceived justice/fairness as a key variable in influencing customer evaluations (Smi”