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OpenAlex Citation Counts

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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:

When do customers offer firms a “second chance” following a double deviation? The impact of inferred firm motives on customer revenge and reconciliation
Jeff Joireman, Yany Grégoire, Berna Devezer, et al.
Journal of Retailing (2013) Vol. 89, Iss. 3, pp. 315-337
Closed Access | Times Cited: 241

Showing 1-25 of 241 citing articles:

Service encounters, experiences and the customer journey: Defining the field and a call to expand our lens
Clay M. Voorhees, Paul W. Fombelle, Yany Grégoire, et al.
Journal of Business Research (2017) Vol. 79, pp. 269-280
Open Access | Times Cited: 404
Determinants and outcomes of brand hate
Sabrina Hegner, Marc Fetscherin, Marianne van Delzen
Journal of Product & Brand Management (2017) Vol. 26, Iss. 1, pp. 13-25
Closed Access | Times Cited: 306
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
Managing social media crises with your customers: The good, the bad, and the ugly
Yany Grégoire, Audrey Salle, Thomas M. Tripp
Business Horizons (2014) Vol. 58, Iss. 2, pp. 173-182
Closed Access | Times Cited: 238
An Extended Model of Moral Outrage at Corporate Social Irresponsibility
Paolo Antonetti, Stan Maklan
Journal of Business Ethics (2014) Vol. 135, Iss. 3, pp. 429-444
Open Access | Times Cited: 195
The five types of brand hate: How they affect consumer behavior
Marc Fetscherin
Journal of Business Research (2019) Vol. 101, pp. 116-127
Closed Access | Times Cited: 178
A systematic review and bibliometric analysis of the dark side of customer behavior: An integrative customer incivility framework
Cristiana Raquel Lages, Rodrigo Perez‐Vega, Selma Kadić‐Maglajlić, et al.
Journal of Business Research (2023) Vol. 161, pp. 113779-113779
Open Access | Times Cited: 44
The impact of positive emotional experiences on eWOM generation and loyalty
Antoni Serra Cantallops, José Ramón Cardona, Fabiana Salvi
Spanish Journal of Marketing - ESIC (2018) Vol. 22, Iss. 2, pp. 142-162
Open Access | Times Cited: 161
The critical role of customer forgiveness in successful service recovery
L. Jean Harrison‐Walker
Journal of Business Research (2018) Vol. 95, pp. 376-391
Closed Access | Times Cited: 148
The effects of harm directions and service recovery strategies on customer forgiveness and negative word-of-mouth intentions
Riza Casidy, Hyunju Shin
Journal of Retailing and Consumer Services (2015) Vol. 27, pp. 103-112
Closed Access | Times Cited: 140
Consumer Revenge Using the Internet and Social Media: An Examination of the Role of Service Failure Types and Cognitive Appraisal Processes
Zaid Mohammad Obeidat, Sarah Xiao, Gopalkrishnan R. Iyer, et al.
Psychology and Marketing (2017) Vol. 34, Iss. 4, pp. 496-515
Open Access | Times Cited: 118
Psychological contract violation and customer intention to reuse online retailers: Exploring mediating and moderating mechanisms
Neeru Malhotra, Sunil Sahadev, Keyoor Purani
Journal of Business Research (2017) Vol. 75, pp. 17-28
Open Access | Times Cited: 105
The Social Dimension of Service Interactions
Alexander P. Henkel, Johannes Boegershausen, Anat Rafaeli, et al.
Journal of Service Research (2017) Vol. 20, Iss. 2, pp. 120-134
Closed Access | Times Cited: 98
Brand forgiveness
Marc Fetscherin, Alexandra Sampedro
Journal of Product & Brand Management (2019) Vol. 28, Iss. 5, pp. 633-652
Closed Access | Times Cited: 88
How Sincere is an Apology? Recovery Satisfaction in A Robot Service Failure Context
Yaou Hu, Hyounae Min, Na Su
Journal of Hospitality & Tourism Research (2021) Vol. 45, Iss. 6, pp. 1022-1043
Closed Access | Times Cited: 84
Love becomes hate? or love is blind? Moderating effects of brand love upon consumers’ retaliation towards brand failure
Ya Zhang, Jing Zhang, Kongkidakarn Sakulsinlapakorn
Journal of Product & Brand Management (2020) Vol. 30, Iss. 3, pp. 415-432
Closed Access | Times Cited: 74
How does an Intelligence Chatbot Affect Customers Compared with Self-Service Technology for Sustainable Services?
Taehyee Um, Tae-Kyung Kim, Namho Chung
Sustainability (2020) Vol. 12, Iss. 12, pp. 5119-5119
Open Access | Times Cited: 73
Factors affecting repurchase intentions in retail shopping: An empirical study
Prodromos Chatzoglou, Dimitrios Chatzoudes, Athina Savvidou, et al.
Heliyon (2022) Vol. 8, Iss. 9, pp. e10619-e10619
Open Access | Times Cited: 39
Examining the impact of service robot communication styles on customer intimacy following service failure
Junsung Park, Joon Woo Yoo, Young-Ju Cho, et al.
Journal of Retailing and Consumer Services (2023) Vol. 75, pp. 103511-103511
Closed Access | Times Cited: 32
Spinning the Wheel: The Effectiveness of Gamification in Service Recovery
Amin Nazifi, Holger Roschk, Ben Marder, et al.
Journal of Service Research (2025)
Closed Access | Times Cited: 1
Perceptions of Group Versus Individual Service Failures and Their Effects on Customer Outcomes
Arne K. Albrecht, Gianfranco Walsh, Sharon E. Beatty
Journal of Service Research (2016) Vol. 20, Iss. 2, pp. 188-203
Closed Access | Times Cited: 84
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
Trust Recovery Following a Double Deviation
Kenny Basso, Cristiane Pizzutti dos Santos
Journal of Service Research (2016) Vol. 19, Iss. 2, pp. 209-223
Closed Access | Times Cited: 81
It's All Good: Corporate Social Responsibility Reduces Negative and Promotes Positive Responses to Service Failures among Value-Aligned Customers
Jeff Joireman, Dustin Smith, Richie L. Liu, et al.
Journal of Public Policy & Marketing (2014) Vol. 34, Iss. 1, pp. 32-49
Closed Access | Times Cited: 80
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