articleTop 10% cited
Service recovery's influence on consumer satisfaction, positive word-of-mouth, and purchase intentions
Journal of Business Research · 2001 · Vol. 54(1) · pp. 11–24
James G. Maxham✉(University of Virginia)
Customer Service Quality and LoyaltyDigital Marketing and Social MediaTechnology Adoption and User BehaviourService recoveryWord of mouthService (business)BusinessMarketingPerceptionCustomer satisfactionAdvertisingConsumer satisfactionPsychology
Citations
926
FWCI
11.67
field-weighted impact
References
71
Percentile
98%
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Citations per year
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References
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Journal of Marketing · 1990 · 4,254 citations
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Service recovery's influence on consumer satisfaction, positive word-of-mouth, and purchase intentions
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