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OpenAlex is a bibliographic catalogue of scientific papers, authors and institutions accessible in open access mode, named after the Library of Alexandria. It's citation coverage is excellent and I hope you will find utility in this listing of citing articles!

If you click the article title, you'll navigate to the article, as listed in CrossRef. If you click the Open Access links, you'll navigate to the "best Open Access location". Clicking the citation count will open this listing for that article. Lastly at the bottom of the page, you'll find basic pagination options.

Requested Article:

The nature of an apology: An experimental study on how to apologize after a service failure
Holger Roschk, Susanne Kaiser
Marketing Letters (2012) Vol. 24, Iss. 3, pp. 293-309
Closed Access | Times Cited: 167

Showing 1-25 of 167 citing articles:

To Err Is Human(-oid): How Do Consumers React to Robot Service Failure and Recovery?
Sungwoo Choi, Anna S. Mattila, Lisa E. Bolton
Journal of Service Research (2020) Vol. 24, Iss. 3, pp. 354-371
Closed Access | Times Cited: 286
A systematic review of brand transgression, service failure recovery and product-harm crisis: integration and guiding insights
Mansur Khamitov, Yany Grégoire, Anshu Suri
Journal of the Academy of Marketing Science (2019) Vol. 48, Iss. 3, pp. 519-542
Closed Access | Times Cited: 276
The Service Recovery Journey: Conceptualization, Integration, and Directions for Future Research
Yves Van Vaerenbergh, Dorottya Varga, Arne De Keyser, et al.
Journal of Service Research (2018) Vol. 22, Iss. 2, pp. 103-119
Open Access | Times Cited: 245
Social sharing of consumption emotion in electronic word of mouth (eWOM): A cross-media perspective
Hongfei Liu, Chanaka Jayawardhena, Victoria‐Sophie Osburg, et al.
Journal of Business Research (2021) Vol. 132, pp. 208-220
Open Access | Times Cited: 115
Identifying Appropriate Compensation Types for Service Failures
Holger Roschk, Katja Gelbrich
Journal of Service Research (2013) Vol. 17, Iss. 2, pp. 195-211
Open Access | Times Cited: 142
Consumers’ forgiveness after brand transgression: the effect of the firm’s corporate social responsibility and response
Yelena Tsarenko, Dewi Tojib
Journal of Marketing Management (2015) Vol. 31, Iss. 17-18, pp. 1851-1877
Closed Access | Times Cited: 135
When and Why Saying “Thank You” Is Better Than Saying “Sorry” in Redressing Service Failures: The Role of Self-Esteem
Yanfen You, Xiaojing Yang, Lili Wang, et al.
Journal of Marketing (2019) Vol. 84, Iss. 2, pp. 133-150
Closed Access | Times Cited: 92
Examining the trade-off between compensation and promptness in eWOM-triggered service recovery: A restorative justice perspective
Hongfei Liu, Chanaka Jayawardhena, Sally Dibb, et al.
Tourism Management (2019) Vol. 75, pp. 381-392
Open Access | Times Cited: 89
How can firms stop customer revenge? The effects of direct and indirect revenge on post-complaint responses
Yany Grégoire, Fateme Ghadami, Sandra Laporte, et al.
Journal of the Academy of Marketing Science (2018) Vol. 46, Iss. 6, pp. 1052-1071
Closed Access | Times Cited: 84
Recover from a service failure: The differential effects of brand betrayal and brand disappointment on an exclusive brand offering
Teck Ming Tan, M.S. Balaji, Eeva-Liisa Oikarinen, et al.
Journal of Business Research (2020) Vol. 123, pp. 126-139
Open Access | Times Cited: 75
The impact of the magnitude of service failure and complaint handling on satisfaction and brand credibility in the banking industry
Ghazal Shams, Mohsin Abdur Rehman, Sarminah Samad, et al.
Journal of Financial Services Marketing (2020) Vol. 25, Iss. 1-2, pp. 25-34
Closed Access | Times Cited: 72
Buffer bots: The role of virtual service agents in mitigating negative effects when service fails
Sean Sands, Colin Campbell, Kirk Plangger, et al.
Psychology and Marketing (2022) Vol. 39, Iss. 11, pp. 2039-2054
Open Access | Times Cited: 42
A natural apology is sincere: Understanding chatbots' performance in symbolic recovery
Jiemin Zhang, Yimin Zhu, Jifei Wu, et al.
International Journal of Hospitality Management (2022) Vol. 108, pp. 103387-103387
Closed Access | Times Cited: 39
How do consumers react to chatbots' humorous emojis in service failures
Dewen Liu, Yiliang Lv, Weidong Huang
Technology in Society (2023) Vol. 73, pp. 102244-102244
Closed Access | Times Cited: 37
Please explain why it happened! How perceived justice and customer involvement affect post co-recovery evaluations: A study of Iranian online shoppers
Ali Gohary, Bahman Hamzelu, Hamid Alizadeh
Journal of Retailing and Consumer Services (2016) Vol. 31, pp. 127-142
Closed Access | Times Cited: 85
Managing online service recovery: procedures, justice and customer satisfaction
Jaywant Singh, Benedetta Crisafulli
Journal of Service Theory and Practice (2016) Vol. 26, Iss. 6, pp. 764-787
Open Access | Times Cited: 83
The influence of empathy in complaint handling: Evidence of gratitudinal and transactional routes to loyalty
Françoise Simon
Journal of Retailing and Consumer Services (2013) Vol. 20, Iss. 6, pp. 599-608
Closed Access | Times Cited: 77
The impact of service failure on brand credibility
Ursula Bougoure, Rebekah Russell‐Bennett, Syed Muhammad Fazal‐e‐Hasan, et al.
Journal of Retailing and Consumer Services (2016) Vol. 31, pp. 62-71
Open Access | Times Cited: 75
Service crisis recovery and firm performance: insights from information breach announcements
Shahin Rasoulian, Yany Grégoire, Renaud Legoux, et al.
Journal of the Academy of Marketing Science (2017) Vol. 45, Iss. 6, pp. 789-806
Open Access | Times Cited: 70
Service failures in e-retailing: Examining the effects of response time, compensation, and service criticality
Benedetta Crisafulli, Jaywant Singh
Computers in Human Behavior (2017) Vol. 77, pp. 413-424
Open Access | Times Cited: 70
Reclaiming the Future: Understanding Customer Forgiveness of Service Transgressions
Yelena Tsarenko, Yuliya Strizhakova, Cele C. Otnes
Journal of Service Research (2018) Vol. 22, Iss. 2, pp. 139-155
Closed Access | Times Cited: 70
Seeking sincerity, finding forgiveness: YouTube apologies as image repair
Jean Kelso Sandlin, Monica L. Gracyalny
Public Relations Review (2018) Vol. 44, Iss. 3, pp. 393-406
Open Access | Times Cited: 64
Compensation Revisited
Holger Roschk, Katja Gelbrich
Journal of Service Research (2017) Vol. 20, Iss. 4, pp. 393-408
Closed Access | Times Cited: 62
Perceived justice and CSR after service recovery
Suna La, Beomjoon Choi
Journal of Services Marketing (2019) Vol. 33, Iss. 2, pp. 206-219
Closed Access | Times Cited: 62
Examining the relationship between e-service recovery quality and e-service recovery satisfaction moderated by perceived justice in the banking context
Sonia Mathew, Ajay Jose, G. Rejikumar, et al.
Benchmarking An International Journal (2020) Vol. 27, Iss. 6, pp. 1951-1980
Closed Access | Times Cited: 50
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