How to cite this paper
Nguyen, Q., Huynh, V & Mai, V. (2021). The relationships among service failure, service recovery, customer satisfaction and trust at international hospitals: A Case in Vietnam.Uncertain Supply Chain Management, 9(4), 887-896.
Refrences
Adali, S., Escriva, R., Goldberg, M. K., Hayvanovych, M., Magdon-Ismail, M., Szymanski, B. K., ... & Williams, G. (2010, May). Measuring behavioral trust in social networks. In 2010 IEEE International Conference on Intelligence and Security Informatics (pp. 150-152). IEEE.
Aiken, K. D., & Boush, D. M. (2006). Trustmarks, objective-source ratings, and implied investments in advertising: investigating online trust and the context-specific nature of internet signals. Journal of the Academy of Marketing Science, 34(3), 308-323.
Anderson, J. C., & Gerbing, D. W. (1988). Structural equation modeling in practice: A review and recommended two-step approach. Psychological Bulletin, 103(3), 411-423.
Andreassen, T. W. (2000). Antecedents to satisfaction with service recovery. European Journal of Marketing, 34(1-2), 156-175.
Armistead, C. G., Clark, G., & Stanley, P. (1995). Managing service recovery. In P. Kunst, & J. Lemming (Eds.). Managing Service Quality (pp. 93-105). London: Paul Chapman Publishing.
Bearden, W. O., & Teel, J. E. (1983). Selected determinants of consumer satisfaction and complaint reports. Journal of Marketing Research, 20(1), 21-28.
Bejou, D., & Palmer, A. (1998). Service failure and loyalty: an exploratory empirical study of airline customers. Journal of services marketing, 12(1), 7-22.
Bentler, P. M., & Bonett, D. G. (1980). Significance tests and goodness of fit in the analysis of covariance structures. Psychological Bulletin, 88(3), 588-606.
Bitner, M. J., Booms, B. H., & Tetreault, M. S. (1990). The service encounter: diagnosing favorable and unfavorable incidents. Journal of Marketing, 54(1), 71-84.
Blodgett, J. G., Hill, D. J., & Tax, S. S. (1997). The effects of distributive, procedural, and interactional justice on post complaint behavior. Journal of Retailing, 73(2), 185-210.
Boshoff, C. (1997). An experimental study of service recovery options. International Journal of Service Industry Management, 8(2), 110–130.
Carmines, E. G., & Mclver, J. P. (1981). Analyzing Models with Unobserved Variables. In G. W. Bohrnstedt, & E. F. Borgatta, (Eds.)., Social Measurement: Current Issues (65-115). Beverly Hills, CA: Sage.
Chang, H. H., Tsai, Y. C., Wong, K. H., Wang, J. W., & Cho, F. J. (2015). The effects of response strategies and severity of failure on consumer attribution with regard to negative word-of-mouth. Decision Support Systems, 71, 48-61.
Chebat, J. C., & Slusarczyk, W. (2005). How emotions mediate the effects of perceived justice on loyalty in service recovery situations: an empirical study. Journal of Business Research, 58(5), 664-673.
Craighead, C. W., Karwan, K. R., & Miller, J. L. (2004). The effects of severity of failure and customer loyalty on service recovery strategies. Production and Operations Management, 13(4), 307-321.
del Río-Lanza, A. B., Vázquez-Casielles, R., & Díaz-Martín, A. M. (2009). Satisfaction with service recovery: Perceived justice and emotional responses. Journal of Business Research, 62(8), 775-781.
dos Santos, C. P., & Fernandes, D. V. (2008). The impact of service recovery processes on consumer trust and loyalty in car repair services. Latin American Business Review, 8(2), 89-113.
Dunning, J., Pecotich, A., & O'Cass, A. (2004). What happens when things go wrong? Retail sales explanations and their effects. Psychology & Marketing, 21(7), 553-572.
Etzel, M. J., & Silverman, B. I. (1981). A managerial perspective on directions for retail customer dissatisfaction research. Journal of Retailing, 57(3), 124–136.
Fang, Z., Luo, X., & Jiang, M. (2013). Quantifying the dynamic effects of service recovery on customer satisfaction: Evidence from Chinese mobile phone markets. Journal of Service Research, 16(3), 341-355.
Fornell, C., & Larcker, D. F. (1981). Evaluating structural equation models with unobservable variables and measurement error. Journal of marketing research, 18(1), 39-50.
Garbarino, E., & Johnson, M. S. (1999). The different roles of satisfaction, trust, and commitment in customer relationships. Journal of Marketing, 63(2), 70-87.
Goodwin, C., & Ross, I. (1992). Consumer responses to service failures: Influence of procedural and interactional fairness perceptions. Journal of Business Research, 25(2), 149-163.
Gronroos, C. (1988). Service quality: The six criteria of good perceived service. Review of business, 9(3), 10.
Gronroos, C. (1990). Service Management and Marketing: Managing the Moments of Truth in Service Competition. Lexington Books.
Gursoy, D., Ekiz, E. H., & Chi, C. G. (2007). Impacts of organizational responses on complainants' justice perceptions and post-purchase behaviors. Journal of Quality Assurance in Hospitality & Tourism, 8(1), 1-25.
Ha, J., & Jang, S. S. (2009). Perceived justice in service recovery and behavioral intentions: The role of relationship quality. International Journal of Hospitality Management, 28(3), 319-327.
Hair, J. F., Black, W. C., Babin, B. J., Anderson, R. E., & Tatham, R. L. (2006). Multivariate Data Analysis (6th ed.). New Jersey: Prentice-Hall.
Hair, J. F., Tatham, R. L., Anderson, R. E., & Black, W. C. (1998). Multivariate Data Analysis (5th ed.). New Jersey: Prentice-Hall.
Hansemark, O. C., & Albinsson, M. (2004). Customer satisfaction and retention: the experiences of individual employees. Managing Service Quality: An International Journal, 14(1), 40-57.
Hansen, M. H., & Morrow Jr, J. L. (2003). Trust and the decision to outsource: Affective responses and cognitive processes. International Food and Agribusiness Management Review, 6(1030-2016-82560).
Hart, C. W., Heskett, J. L., & Sasser, J. W. (1990). The profitable art of service recovery. Harvard business review, 68(4), 148-156.
Hoelter, J. W. (1983). The analysis of covariance structures: Goodness-of-fit indices. Sociological Methods & Research, 11(3), 325-344.
Hoffman, K. D., & Bateson, J. E .G. (1997). Essentials of Services Marketing. New York: Dreyden Press.
Hoffman, K. D., Kelley, S. W., & Rotalsky, H. M. (1995). Tracking service failures and employee recovery efforts. Journal of services marketing, 9(2), 1-11.
Holloway, B. B., & Beatty, S. E. (2003). Service failure in online retailing: A recovery opportunity. Journal of Service Research, 6(1), 92-105.
Holloway, B. B., & Wang, S. (2015). Service failure and recovery: Implications for relationship marketing. In R. M. Morgan, J. T. Parish, & J. Deitz (Eds.). Handbook on Research in Relationship Marketing (pp. 123-152). MA: Edward Elgar Publishing.
Homburg, C., & Fürst, A. (2005). How organizational complaint handling drives customer loyalty: An analysis of the mechanistic and the organic approach. Journal of Marketing, 69(3), 95–114.
Hoyle, R. H. (1995). Structural equation modeling: Concepts, issues, and applications. Oaks, CA: Sage.
Hoyer, W. D., & MacInnis, D. J. (2001). Consumer Behaviour (2nd ed.). Boston: Houghton Mifflin Company.
Huang, S. W., Hung, Y. W., Fu, T. W., Hsu, J. S. C., & Chiu, C. M. (2015, March). Understanding the Impact of Service Failure and Recovery Justice on Consumers' Satisfaction and Repurchase Intention. In PACIS (p. 55).
Johnston, R. (1994). Service recovery: An empirical study. In Le management des services: apports multidisciplinaires (pp. 420-436).
Karatepe, O. M. (2006). Customer complaints and organizational responses: the effects of complainants’ perceptions of justice on satisfaction and loyalty. International Journal of Hospitality Management, 25(1), 69-90.
Kau, A. K., & Loh, E. W. Y. (2006). The effects of service recovery on consumer satisfaction: a comparison between complainants and non‐complainants. Journal of Services Marketing, 20(2), 101-111.
Kelley, S. W., Hoffman, K. D., & Davis, M. A. (1993). A typology of retail failures and recoveries. Journal of Retailing, 69(4), 429-452.
Kim, T. T., Kim, W. G., & Kim, H. B. (2009). The effects of perceived justice on recovery satisfaction, trust, word-of-mouth, and revisit intention in upscale hotels. Tourism Management, 30(1), 51-62.
Kim, W. G., Leong, J. K., & Lee, Y. K. (2005). Effect of service orientation on job satisfaction, organizational commitment, and intention of leaving in a casual dining chain restaurant. International Journal of Hospitality Management, 24(2), 171-193.
Koc, E. (Ed.). (2017). Service failures and recovery in tourism and hospitality: A practical manual. CABI.
Kotler, P., & Keller, K.L., (2006). Marketing Management. Pearson Prentice 105 Hall, USA.
Knox, G., & Van Oest, R. (2014). Customer complaints and recovery effectiveness: A customer base approach. Journal of Marketing, 78(5), 42-57.
Lahno, B. (2004). Three aspects of interpersonal trust. Analyse & kritik, 26(1), 30-47.
Lewis, B. R., & McCann, P. (2004). Service failure and recovery: evidence from the hotel industry. International Journal of Contemporary Hospitality Management, 6-17.
Lewis, B. R., & Spyrakopoulos, S. (2001). Service failures and recovery in retail banking: the customers’ perspective. International Journal of Bank Marketing, 19(1), 37-48.
Li, W. (2011). Study of service recovery of travel agency based on customer satisfaction. In International Conference on Economics and Finance Research (Vol. 4, No. 29, pp. 545-548).
Liu, B. S. C., Sudharshan, D., & Hamer, L. O. (2000). After‐service response in service quality assessment: a real‐time updating model approach. Journal of Services Marketing, 14(2), 160-177.
Mattila, A. S. (2001). The effectiveness of service recovery in a multi‐industry setting. Journal of Services Marketing.
Maxham III, J. G. (2001). Service recovery's influence on consumer satisfaction, positive word-of-mouth, and purchase intentions. Journal of Business Research, 54(1), 11-24.
Maxham III, J. G., & Netemeyer, R. G. (2002). Modeling customer perceptions of complaint handling over time: the effects of perceived justice on satisfaction and intent. Journal of Retailing, 78(4), 239-252.
McColl-Kennedy, J. R., & Sparks, B. A. (2003). Application of fairness theory to service failures and service recovery. Journal of Service Research, 5(3), 251-266.
McQuilken, L. (2010). The influence of failure severity and employee effort on service recovery in a service guarantee context. Australasian Marketing Journal (AMJ), 18(4), 214-221.
Miller, J. L., Craighead, C. W., & Karwan, K. R. (2000). Service recovery: a framework and empirical investigation. Journal of Operations Management, 18(4), 387-400.
Morgan, R. M., & Hunt, S. D. (1994). The commitment-trust theory of relationship marketing. Journal of Marketing, 58(3), 20-38.
Nadiri, H. (2016). Diagnosing the impact of retail bank customers’ perceived justice on their service recovery satisfaction and postpurchase behaviours: an empirical study in financial centre of middle east. Economic research-Ekonomska istraživanja, 29(1), 193-216.
Namasivayam, K., & Hinkin, T. R. (2003). The Effects of Control and Fairness: The Customer's Role in the Service Encounter. Cornell Hotel and Restaurant Administration Quarterly, 44(3), 26-36.
Nunnally, J. C. (1978). Psychometric Theory. New York: McGraw- Hill.
Nunnally, J. C., & Bernstein, I. H. (1994). Psychometric theory (3rd ed.). New York: McGraw-Hill.
Ok, C., Back, K. J., & Shanklin, C. W. (2005). Modeling roles of service recovery strategy: a relationship-focused view. Journal of Hospitality & Tourism Research, 29(4), 484-507.
Oliver, R. L. & Swan, J. E. (1989). Equity and disconfirmation perceptions as influences on merchant and product satisfaction. Journal of Consumer Research, 16(3), 372-383.
Olsen, L. L., & Johnson, M. D. (2003). Service equity, satisfaction, and loyalty: from transaction-specific to cumulative evaluations. Journal of Service Research, 5(3), 184-195.
Parasuraman, A., Berry, L. L., & Zeithaml, V. A. (1991). Understanding customer expectations of service. Sloan Management Review, 32(3), 39-48.
Peterson, R. A. (1994). A meta-analysis of Cronbach's coefficient alpha. Journal of Consumer Research, 21(2), 381-391.
Pranić, L., & Roehl, W. S. (2013). Development and validation of the customer empowerment scale in hotel service recovery. Current Issues in Tourism, 16(4), 369-387.
Raykov, T., & Widaman, K. F. (1995). Issues in applied structural equation modeling research. Structural Equation Modeling: A Multidisciplinary Journal, 2(4), 289-318.
Schneider, B., & Bowen, D. E. (1999). Understanding customer delight and outrage. Sloan Management Review, 41(1), 35-45.
Sheth, J. N., Sisodia, R. S., & Sharma, A. (2000). The antecedents and consequences of customer-centric marketing. Journal of the Academy of Marketing Science, 28(1), 55-66.
Slater, S. F. (1995). Issues in conducting marketing strategy research. Journal of Strategic Marketing, 3(4), 257-270.
Smith, A. K., & Bolton, R. N. (1998). An experimental investigation of customer reactions to service failure and recovery encounters: paradox or peril?. Journal of service research, 1(1), 65-81.
Smith, A. K., & Bolton, R. N. (2002). The Effect of Customers’ Emotional Responses to Service Failures on Their Recovery Effort Evaluations and Satisfaction Judgments. Journal of the Academy of Marketing Science, 30(1), 5-23.
Smith, A. K., Bolton, R. N., & Wagner, J. (1999). A model of customer satisfaction with service encounters involving failure and recovery. Journal of Marketing Research, 36(3), 356-372.
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Aiken, K. D., & Boush, D. M. (2006). Trustmarks, objective-source ratings, and implied investments in advertising: investigating online trust and the context-specific nature of internet signals. Journal of the Academy of Marketing Science, 34(3), 308-323.
Anderson, J. C., & Gerbing, D. W. (1988). Structural equation modeling in practice: A review and recommended two-step approach. Psychological Bulletin, 103(3), 411-423.
Andreassen, T. W. (2000). Antecedents to satisfaction with service recovery. European Journal of Marketing, 34(1-2), 156-175.
Armistead, C. G., Clark, G., & Stanley, P. (1995). Managing service recovery. In P. Kunst, & J. Lemming (Eds.). Managing Service Quality (pp. 93-105). London: Paul Chapman Publishing.
Bearden, W. O., & Teel, J. E. (1983). Selected determinants of consumer satisfaction and complaint reports. Journal of Marketing Research, 20(1), 21-28.
Bejou, D., & Palmer, A. (1998). Service failure and loyalty: an exploratory empirical study of airline customers. Journal of services marketing, 12(1), 7-22.
Bentler, P. M., & Bonett, D. G. (1980). Significance tests and goodness of fit in the analysis of covariance structures. Psychological Bulletin, 88(3), 588-606.
Bitner, M. J., Booms, B. H., & Tetreault, M. S. (1990). The service encounter: diagnosing favorable and unfavorable incidents. Journal of Marketing, 54(1), 71-84.
Blodgett, J. G., Hill, D. J., & Tax, S. S. (1997). The effects of distributive, procedural, and interactional justice on post complaint behavior. Journal of Retailing, 73(2), 185-210.
Boshoff, C. (1997). An experimental study of service recovery options. International Journal of Service Industry Management, 8(2), 110–130.
Carmines, E. G., & Mclver, J. P. (1981). Analyzing Models with Unobserved Variables. In G. W. Bohrnstedt, & E. F. Borgatta, (Eds.)., Social Measurement: Current Issues (65-115). Beverly Hills, CA: Sage.
Chang, H. H., Tsai, Y. C., Wong, K. H., Wang, J. W., & Cho, F. J. (2015). The effects of response strategies and severity of failure on consumer attribution with regard to negative word-of-mouth. Decision Support Systems, 71, 48-61.
Chebat, J. C., & Slusarczyk, W. (2005). How emotions mediate the effects of perceived justice on loyalty in service recovery situations: an empirical study. Journal of Business Research, 58(5), 664-673.
Craighead, C. W., Karwan, K. R., & Miller, J. L. (2004). The effects of severity of failure and customer loyalty on service recovery strategies. Production and Operations Management, 13(4), 307-321.
del Río-Lanza, A. B., Vázquez-Casielles, R., & Díaz-Martín, A. M. (2009). Satisfaction with service recovery: Perceived justice and emotional responses. Journal of Business Research, 62(8), 775-781.
dos Santos, C. P., & Fernandes, D. V. (2008). The impact of service recovery processes on consumer trust and loyalty in car repair services. Latin American Business Review, 8(2), 89-113.
Dunning, J., Pecotich, A., & O'Cass, A. (2004). What happens when things go wrong? Retail sales explanations and their effects. Psychology & Marketing, 21(7), 553-572.
Etzel, M. J., & Silverman, B. I. (1981). A managerial perspective on directions for retail customer dissatisfaction research. Journal of Retailing, 57(3), 124–136.
Fang, Z., Luo, X., & Jiang, M. (2013). Quantifying the dynamic effects of service recovery on customer satisfaction: Evidence from Chinese mobile phone markets. Journal of Service Research, 16(3), 341-355.
Fornell, C., & Larcker, D. F. (1981). Evaluating structural equation models with unobservable variables and measurement error. Journal of marketing research, 18(1), 39-50.
Garbarino, E., & Johnson, M. S. (1999). The different roles of satisfaction, trust, and commitment in customer relationships. Journal of Marketing, 63(2), 70-87.
Goodwin, C., & Ross, I. (1992). Consumer responses to service failures: Influence of procedural and interactional fairness perceptions. Journal of Business Research, 25(2), 149-163.
Gronroos, C. (1988). Service quality: The six criteria of good perceived service. Review of business, 9(3), 10.
Gronroos, C. (1990). Service Management and Marketing: Managing the Moments of Truth in Service Competition. Lexington Books.
Gursoy, D., Ekiz, E. H., & Chi, C. G. (2007). Impacts of organizational responses on complainants' justice perceptions and post-purchase behaviors. Journal of Quality Assurance in Hospitality & Tourism, 8(1), 1-25.
Ha, J., & Jang, S. S. (2009). Perceived justice in service recovery and behavioral intentions: The role of relationship quality. International Journal of Hospitality Management, 28(3), 319-327.
Hair, J. F., Black, W. C., Babin, B. J., Anderson, R. E., & Tatham, R. L. (2006). Multivariate Data Analysis (6th ed.). New Jersey: Prentice-Hall.
Hair, J. F., Tatham, R. L., Anderson, R. E., & Black, W. C. (1998). Multivariate Data Analysis (5th ed.). New Jersey: Prentice-Hall.
Hansemark, O. C., & Albinsson, M. (2004). Customer satisfaction and retention: the experiences of individual employees. Managing Service Quality: An International Journal, 14(1), 40-57.
Hansen, M. H., & Morrow Jr, J. L. (2003). Trust and the decision to outsource: Affective responses and cognitive processes. International Food and Agribusiness Management Review, 6(1030-2016-82560).
Hart, C. W., Heskett, J. L., & Sasser, J. W. (1990). The profitable art of service recovery. Harvard business review, 68(4), 148-156.
Hoelter, J. W. (1983). The analysis of covariance structures: Goodness-of-fit indices. Sociological Methods & Research, 11(3), 325-344.
Hoffman, K. D., & Bateson, J. E .G. (1997). Essentials of Services Marketing. New York: Dreyden Press.
Hoffman, K. D., Kelley, S. W., & Rotalsky, H. M. (1995). Tracking service failures and employee recovery efforts. Journal of services marketing, 9(2), 1-11.
Holloway, B. B., & Beatty, S. E. (2003). Service failure in online retailing: A recovery opportunity. Journal of Service Research, 6(1), 92-105.
Holloway, B. B., & Wang, S. (2015). Service failure and recovery: Implications for relationship marketing. In R. M. Morgan, J. T. Parish, & J. Deitz (Eds.). Handbook on Research in Relationship Marketing (pp. 123-152). MA: Edward Elgar Publishing.
Homburg, C., & Fürst, A. (2005). How organizational complaint handling drives customer loyalty: An analysis of the mechanistic and the organic approach. Journal of Marketing, 69(3), 95–114.
Hoyle, R. H. (1995). Structural equation modeling: Concepts, issues, and applications. Oaks, CA: Sage.
Hoyer, W. D., & MacInnis, D. J. (2001). Consumer Behaviour (2nd ed.). Boston: Houghton Mifflin Company.
Huang, S. W., Hung, Y. W., Fu, T. W., Hsu, J. S. C., & Chiu, C. M. (2015, March). Understanding the Impact of Service Failure and Recovery Justice on Consumers' Satisfaction and Repurchase Intention. In PACIS (p. 55).
Johnston, R. (1994). Service recovery: An empirical study. In Le management des services: apports multidisciplinaires (pp. 420-436).
Karatepe, O. M. (2006). Customer complaints and organizational responses: the effects of complainants’ perceptions of justice on satisfaction and loyalty. International Journal of Hospitality Management, 25(1), 69-90.
Kau, A. K., & Loh, E. W. Y. (2006). The effects of service recovery on consumer satisfaction: a comparison between complainants and non‐complainants. Journal of Services Marketing, 20(2), 101-111.
Kelley, S. W., Hoffman, K. D., & Davis, M. A. (1993). A typology of retail failures and recoveries. Journal of Retailing, 69(4), 429-452.
Kim, T. T., Kim, W. G., & Kim, H. B. (2009). The effects of perceived justice on recovery satisfaction, trust, word-of-mouth, and revisit intention in upscale hotels. Tourism Management, 30(1), 51-62.
Kim, W. G., Leong, J. K., & Lee, Y. K. (2005). Effect of service orientation on job satisfaction, organizational commitment, and intention of leaving in a casual dining chain restaurant. International Journal of Hospitality Management, 24(2), 171-193.
Koc, E. (Ed.). (2017). Service failures and recovery in tourism and hospitality: A practical manual. CABI.
Kotler, P., & Keller, K.L., (2006). Marketing Management. Pearson Prentice 105 Hall, USA.
Knox, G., & Van Oest, R. (2014). Customer complaints and recovery effectiveness: A customer base approach. Journal of Marketing, 78(5), 42-57.
Lahno, B. (2004). Three aspects of interpersonal trust. Analyse & kritik, 26(1), 30-47.
Lewis, B. R., & McCann, P. (2004). Service failure and recovery: evidence from the hotel industry. International Journal of Contemporary Hospitality Management, 6-17.
Lewis, B. R., & Spyrakopoulos, S. (2001). Service failures and recovery in retail banking: the customers’ perspective. International Journal of Bank Marketing, 19(1), 37-48.
Li, W. (2011). Study of service recovery of travel agency based on customer satisfaction. In International Conference on Economics and Finance Research (Vol. 4, No. 29, pp. 545-548).
Liu, B. S. C., Sudharshan, D., & Hamer, L. O. (2000). After‐service response in service quality assessment: a real‐time updating model approach. Journal of Services Marketing, 14(2), 160-177.
Mattila, A. S. (2001). The effectiveness of service recovery in a multi‐industry setting. Journal of Services Marketing.
Maxham III, J. G. (2001). Service recovery's influence on consumer satisfaction, positive word-of-mouth, and purchase intentions. Journal of Business Research, 54(1), 11-24.
Maxham III, J. G., & Netemeyer, R. G. (2002). Modeling customer perceptions of complaint handling over time: the effects of perceived justice on satisfaction and intent. Journal of Retailing, 78(4), 239-252.
McColl-Kennedy, J. R., & Sparks, B. A. (2003). Application of fairness theory to service failures and service recovery. Journal of Service Research, 5(3), 251-266.
McQuilken, L. (2010). The influence of failure severity and employee effort on service recovery in a service guarantee context. Australasian Marketing Journal (AMJ), 18(4), 214-221.
Miller, J. L., Craighead, C. W., & Karwan, K. R. (2000). Service recovery: a framework and empirical investigation. Journal of Operations Management, 18(4), 387-400.
Morgan, R. M., & Hunt, S. D. (1994). The commitment-trust theory of relationship marketing. Journal of Marketing, 58(3), 20-38.
Nadiri, H. (2016). Diagnosing the impact of retail bank customers’ perceived justice on their service recovery satisfaction and postpurchase behaviours: an empirical study in financial centre of middle east. Economic research-Ekonomska istraživanja, 29(1), 193-216.
Namasivayam, K., & Hinkin, T. R. (2003). The Effects of Control and Fairness: The Customer's Role in the Service Encounter. Cornell Hotel and Restaurant Administration Quarterly, 44(3), 26-36.
Nunnally, J. C. (1978). Psychometric Theory. New York: McGraw- Hill.
Nunnally, J. C., & Bernstein, I. H. (1994). Psychometric theory (3rd ed.). New York: McGraw-Hill.
Ok, C., Back, K. J., & Shanklin, C. W. (2005). Modeling roles of service recovery strategy: a relationship-focused view. Journal of Hospitality & Tourism Research, 29(4), 484-507.
Oliver, R. L. & Swan, J. E. (1989). Equity and disconfirmation perceptions as influences on merchant and product satisfaction. Journal of Consumer Research, 16(3), 372-383.
Olsen, L. L., & Johnson, M. D. (2003). Service equity, satisfaction, and loyalty: from transaction-specific to cumulative evaluations. Journal of Service Research, 5(3), 184-195.
Parasuraman, A., Berry, L. L., & Zeithaml, V. A. (1991). Understanding customer expectations of service. Sloan Management Review, 32(3), 39-48.
Peterson, R. A. (1994). A meta-analysis of Cronbach's coefficient alpha. Journal of Consumer Research, 21(2), 381-391.
Pranić, L., & Roehl, W. S. (2013). Development and validation of the customer empowerment scale in hotel service recovery. Current Issues in Tourism, 16(4), 369-387.
Raykov, T., & Widaman, K. F. (1995). Issues in applied structural equation modeling research. Structural Equation Modeling: A Multidisciplinary Journal, 2(4), 289-318.
Schneider, B., & Bowen, D. E. (1999). Understanding customer delight and outrage. Sloan Management Review, 41(1), 35-45.
Sheth, J. N., Sisodia, R. S., & Sharma, A. (2000). The antecedents and consequences of customer-centric marketing. Journal of the Academy of Marketing Science, 28(1), 55-66.
Slater, S. F. (1995). Issues in conducting marketing strategy research. Journal of Strategic Marketing, 3(4), 257-270.
Smith, A. K., & Bolton, R. N. (1998). An experimental investigation of customer reactions to service failure and recovery encounters: paradox or peril?. Journal of service research, 1(1), 65-81.
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