The nature of an apology: An experimental study on how to apologize after a service failure

This publication has 53 references indexed in Scilit:

• A Meta-Analysis of Organizational Complaint Handling and Customer Responses
  Journal of Service Research, 2010
• When apologies work: How matching apology components to victims’ self-construals facilitates forgiveness
  Organizational Behavior and Human Decision Processes, 2010
• Construal-level theory of psychological distance.
  Psychological Review, 2010
• THE JOINT EFFECTS OF SERVICE FAILURE MODE, RECOVERY EFFORT, AND GENDER ON CUSTOMERS' POST‐RECOVERY SATISFACTION
  Journal of Travel & Tourism Marketing, 2009
• Service failure recovery: The moderating impact of individual-level cultural value orientation on perceptions of justice
  International Journal of Research in Marketing, 2006
• A Mathematical Model of Service Failure and Recovery Strategies*
  Decision Sciences, 2004
• When Social Accounts Backfire: The Exacerbating Effects of a Polite Message or an Apology on Reactions to an Unfair Outcome¹
  Journal of Applied Social Psychology, 2004
• Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses
  Journal of Marketing, 1990
• Advanced EFL apologies: what remains to be learned?
  International Journal of the Sociology of Language, 1986
• The Use of Apologies in Social Predicaments
  Social Psychology Quarterly, 1981