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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:

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

Showing 1-25 of 81 citing articles:

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
Toward human-vehicle collaboration: Review and perspectives on human-centered collaborative automated driving
Yang Xing, Chen Lv, Dongpu Cao, et al.
Transportation Research Part C Emerging Technologies (2021) Vol. 128, pp. 103199-103199
Closed Access | Times Cited: 125
Can chatbot customer service match human service agents on customer satisfaction? An investigation in the role of trust
Dongling Huang, Dmitri G. Markovitch, Rusty A. Stough
Journal of Retailing and Consumer Services (2023) Vol. 76, pp. 103600-103600
Closed Access | Times Cited: 45
Exploring customers' responses to online service failure and recovery strategies during Covid‐19 pandemic: An actor–network theory perspective
Wilson Ozuem, Silvia Ranfagni, Michelle Willis, et al.
Psychology and Marketing (2021) Vol. 38, Iss. 9, pp. 1440-1459
Open Access | Times Cited: 101
Trust and forgiveness in service: effects of single and double deviations with human and robot staff
Janelle Chan, YooHee Hwang
Asia Pacific Journal of Tourism Research (2025), pp. 1-14
Closed Access | Times Cited: 1
Leveraging service recovery strategies to reduce customer churn in an emerging market
Sourav Bikash Borah, Srinivas Prakhya, Amalesh Sharma
Journal of the Academy of Marketing Science (2019) Vol. 48, Iss. 5, pp. 848-868
Closed Access | Times Cited: 73
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
Compensation Revisited
Holger Roschk, Katja Gelbrich
Journal of Service Research (2017) Vol. 20, Iss. 4, pp. 393-408
Closed Access | Times Cited: 62
A signaling theory approach to relationship recovery
Husni Kharouf, Donald J. Lund, Alexandra Krallman, et al.
European Journal of Marketing (2020) Vol. 54, Iss. 9, pp. 2139-2170
Open Access | Times Cited: 57
Building trust through a personal touch: Consumer response to service failure and recovery of home-sharing
Lu Lu, Ruiying Cai, Ceridwyn King
Journal of Business Research (2020) Vol. 117, pp. 99-111
Closed Access | Times Cited: 50
The rise of chatbots: The effect of using chatbot agents on consumers' responses to request rejection
Shubin Yu, Ji Xiong, Hao Shen
Journal of Consumer Psychology (2022) Vol. 34, Iss. 1, pp. 35-48
Closed Access | Times Cited: 34
Measuring the intention-behavior gap in service failure and recovery: the moderating roles of failure severity and service recovery satisfaction
José Marcos Carvalho de Mesquita, Hyunju Shin, André Torres Urdan, et al.
European Journal of Marketing (2023) Vol. 57, Iss. 7, pp. 1826-1853
Closed Access | Times Cited: 18
Exploring the relationship between chatbots, service failure recovery and customer loyalty: A frustration–aggression perspective
Wilson Ozuem, Silvia Ranfagni, Michelle Willis, et al.
Psychology and Marketing (2024) Vol. 41, Iss. 10, pp. 2253-2273
Open Access | Times Cited: 6
The Positive Effects of Customers’ Power on Their Behavioral Responses After Service Failure
Agung Yoga Sembada, Yelena Tsarenko, Dewi Tojib
Journal of Service Research (2016) Vol. 19, Iss. 3, pp. 337-351
Closed Access | Times Cited: 48
Hospitality employees’ affective experience of shame, self-efficacy beliefs and job behaviors: The alleviating role of error tolerance
Xingyu Wang, Priyanko Guchait, Do The Khoa, et al.
International Journal of Hospitality Management (2022) Vol. 102, pp. 103162-103162
Closed Access | Times Cited: 28
The effect of service failure severity on brand forgiveness: the moderating role of interpersonal attachment styles and thinking styles
Ibrahim Alnawas, Amr Al Khateeb, Allam Abu Farha, et al.
International Journal of Contemporary Hospitality Management (2022) Vol. 35, Iss. 5, pp. 1691-1712
Open Access | Times Cited: 25
The role of employee emotional competence in service recovery encounters
Teresa Fernandes, Marta Morgado, Maria Antónia Rodrigues
Journal of Services Marketing (2018) Vol. 32, Iss. 7, pp. 835-849
Closed Access | Times Cited: 46
Does love become hate or forgiveness after a double deviation? The case of hotel loyalty program members
Jin‐Soo Lee, Jungkeun Kim, Jinsoo Hwang, et al.
Tourism Management (2020) Vol. 84, pp. 104279-104279
Open Access | Times Cited: 37
Examining stealing thunder as a new service recovery strategy: impact on customer loyalty
Priyanko Guchait, Rachel Han, Xingyu Wang, et al.
International Journal of Contemporary Hospitality Management (2019) Vol. 31, Iss. 2, pp. 931-952
Closed Access | Times Cited: 36
Proactive Handling of Flight Overbooking: How to Reduce Negative eWOM and the Costs of Bumping Customers
Amin Nazifi, Katja Gelbrich, Yany Grégoire, et al.
Journal of Service Research (2020) Vol. 24, Iss. 2, pp. 206-225
Open Access | Times Cited: 33
The role of perceived vulnerability in restaurant customers’ co-creation behavior and repatronage intention during the COVID-19 pandemic
Jihye Min, Kiseol Yang, Jiyoung Kim
Journal Of Vacation Marketing (2021) Vol. 28, Iss. 1, pp. 38-51
Closed Access | Times Cited: 31
When Robot (Vs. Human) Employees Say “Sorry” Following Service Failure
Xingyu Wang, YooHee Hwang, Priyanko Guchait
International Journal of Hospitality & Tourism Administration (2021) Vol. 24, Iss. 4, pp. 540-562
Open Access | Times Cited: 28
Building Trust in Sustainable Brands: Revisiting Perceived Value, Satisfaction, Customer Service, and Brand Image
Abel Monfort, Belén López Vázquez, Ana Sebastián Morillas
Sustainable Technology and Entrepreneurship (2025), pp. 100105-100105
Open Access
Complaints and resolutions in a peer-to-peer business model
Hyoungeun Moon, Wei Wei, Li Miao
International Journal of Hospitality Management (2019) Vol. 81, pp. 239-248
Closed Access | Times Cited: 34
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