A Longitudinal Study of Complaining Customers' Evaluations of Multiple Service Failures and Recovery Efforts¶
Maxham, J. G., & Netemeyer, R. G. (2002). A Longitudinal Study of Complaining Customers' Evaluations of Multiple Service Failures and Recovery Efforts. Journal of Marketing.
Cited by¶
1 citation across 1 artifact.
Each citation links to the sentence it supports in the citing article.
Domain-specific¶
- Service Recovery Paradox
- Prior failure history is a strong negative moderator — repeated failure erases the paradox because subsequent recoveries no longer credibly signal underlying quality
This sourceA satisfactory recovery can produce a recovery paradox after a first failure but not after a second.
Supported in partVerified against the source
- Prior failure history is a strong negative moderator — repeated failure erases the paradox because subsequent recoveries no longer credibly signal underlying quality
Verification¶
Does it exist? Confirmed. This work's DOI resolves to a registered record, which fixes its identity. That is all it fixes.
Does it back the claim? Read against the text for 1 of 1 citation: 1 supported in part. Each verdict is shown under its citation below, with what in the work backs the sentence.
Support is checked per citation rather than per work — the same source can be cited soundly in one article and wrongly in another. Per-citation recording began recently, so a citation with no recorded check is a gap in the record rather than evidence it went unchecked.
See how references were verified.
Registry ID ref:db30153aad41 · see in the full table