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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:

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

Showing 1-25 of 245 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
Customer experience management in the age of big data analytics: A strategic framework
Maria Holmlund, Yves Van Vaerenbergh, Robert Ciuchita, et al.
Journal of Business Research (2020) Vol. 116, pp. 356-365
Open Access | Times Cited: 237
Going on a journey: A review of the customer journey literature
Yanika Tueanrat, Savvas Papagiannidis, Eleftherios Alamanos
Journal of Business Research (2020) Vol. 125, pp. 336-353
Open Access | Times Cited: 179
Living and working with service robots: a TCCM analysis and considerations for future research
Arne De Keyser, Werner H. Kunz
Journal of service management (2022) Vol. 33, Iss. 2, pp. 165-196
Closed Access | Times Cited: 85
Houston, we have a problem!: The use of ChatGPT in responding to customer complaints
Erdoğan Koç, Sercan HATİPOĞLU, Oğuzhan KIVRAK, et al.
Technology in Society (2023) Vol. 74, pp. 102333-102333
Closed Access | Times Cited: 60
Informational or emotional? Exploring the relative effects of chatbots’ self-recovery strategies on consumer satisfaction
Cheng Zhou, Qian Chang
Journal of Retailing and Consumer Services (2024) Vol. 78, pp. 103779-103779
Closed Access | Times Cited: 16
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
Service Failure and Recovery at the Crossroads: Recommendations to Revitalize the Field and its Influence
Yany Grégoire, Anna S. Mattila
Journal of Service Research (2020) Vol. 24, Iss. 3, pp. 323-328
Open Access | Times Cited: 78
A conceptual framework of the antecedents of customer journey satisfaction in omnichannel retailing
Yanika Tueanrat, Savvas Papagiannidis, Eleftherios Alamanos
Journal of Retailing and Consumer Services (2021) Vol. 61, pp. 102550-102550
Closed Access | Times Cited: 76
Airport service quality and passenger satisfaction: The impact of service failure on the likelihood of promoting an airport online
Nigel Halpern, Deodat Mwesiumo
Research in Transportation Business & Management (2021) Vol. 41, pp. 100667-100667
Open Access | Times Cited: 58
Moving the stakeholder journey forward
Linda D. Hollebeek, Vikas Kumar, Rajendra K. Srivastava, et al.
Journal of the Academy of Marketing Science (2022) Vol. 51, Iss. 1, pp. 23-49
Open Access | Times Cited: 42
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
The evolution of service failure and recovery research in hospitality and tourism: An integrative review and future research directions
Hyunsu Kim, Kevin Kam Fung So
International Journal of Hospitality Management (2023) Vol. 111, pp. 103457-103457
Closed Access | Times Cited: 32
Ethical leadership and public service recovery performance: the roles of thriving at work and moral self-efficacy
Nguyen Le-Hoang Long
International Journal of Organization Theory and Behavior (2025)
Closed Access | Times Cited: 1
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
Managing service recovery experience: Effects of the forgiveness for older consumers
Barry J. Babin, Weiling Zhuang, Adilson Borges
Journal of Retailing and Consumer Services (2020) Vol. 58, pp. 102222-102222
Closed Access | Times Cited: 69
Social media crisis communication in racially charged crises: Exploring the effects of social media and image restoration strategies
Amalia Triantafillidou, Prodromos Yannas
Computers in Human Behavior (2020) Vol. 106, pp. 106269-106269
Closed Access | Times Cited: 56
More than a feeling? Toward a theory of customer delight
A. Parasuraman, Joan Ball, Lerzan Aksoy, et al.
Journal of service management (2020) Vol. 32, Iss. 1, pp. 1-26
Open Access | Times Cited: 54
Managing social media recovery: The important role of service recovery transparency in retaining customers
Andreawan Honora, Wen‐Hai Chih, Kaiyu Wang
Journal of Retailing and Consumer Services (2021) Vol. 64, pp. 102814-102814
Closed Access | Times Cited: 46
Service recovery performance and repurchase intentions: the mediation effect of service quality at KFC
George Kofi Amoako, Livingstone Divine Caesar, Robert Kwame Dzogbenuku, et al.
Journal of Hospitality and Tourism Insights (2021) Vol. 6, Iss. 1, pp. 110-130
Closed Access | Times Cited: 46
How Do Observers React to Companies’ Humorous Responses to Online Public Complaints?
Mathieu Béal, Yany Grégoire
Journal of Service Research (2021) Vol. 25, Iss. 2, pp. 242-259
Closed Access | Times Cited: 41
Who loves to forgive? The mediator mechanism of service recovery between brand love, brand trust and purchase intention in the context of food-delivery apps
Leonardo Aureliano-Silva, Eduardo Eugênio Spers, Rab Nawaz Lodhi, et al.
British Food Journal (2022) Vol. 124, Iss. 12, pp. 4686-4700
Closed Access | Times Cited: 34
Unhiding Nexus Between Service Quality, Customer Satisfaction, Complaints, and Loyalty in Online Shopping Environment in Pakistan
Muhammad Umair Wattoo, Syed Muhammad Javed Iqbal
SAGE Open (2022) Vol. 12, Iss. 2
Open Access | Times Cited: 30
Complaint De-Escalation Strategies on Social Media
Dennis Herhausen, Lauren Grewal, Krista Hill Cummings, et al.
Journal of Marketing (2022) Vol. 87, Iss. 2, pp. 210-231
Open Access | Times Cited: 30
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