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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:

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: 96

Showing 1-25 of 96 citing articles:

What does phygital really mean? A conceptual introduction to the phygital customer experience (PH-CX) framework
Wided Batat
Journal of Strategic Marketing (2022) Vol. 32, Iss. 8, pp. 1220-1243
Closed Access | Times Cited: 50
COVID-19 research in management: An updated bibliometric analysis
Hossein Hashemi, Reza Rajabi, Thomas G. Brashear
Journal of Business Research (2022) Vol. 149, pp. 795-810
Open Access | Times Cited: 40
The impact of COVID‐19 on consumer evaluation of authentic advertising messages
Jooyoung Park, Jungkeun Kim, Daniel Chaein Lee, et al.
Psychology and Marketing (2021)
Open Access | Times Cited: 47
Online service failure: antecedents, moderators and consequences
Mohd Adil, Mohd Sadiq, Charles Jebarajakirthy, et al.
Journal of Service Theory and Practice (2022) Vol. 32, Iss. 6, pp. 797-842
Closed Access | Times Cited: 35
Luxury fashion brand customers’ perceptions of mobile marketing: Evidence of multiple communications and marketing channels
Yllka Azemi, Wilson Ozuem, Ria Wiid, et al.
Journal of Retailing and Consumer Services (2022) Vol. 66, pp. 102944-102944
Open Access | Times Cited: 31
Understanding the accessibility of retail mobile banking during the COVID-19 pandemic
Muhammad Naeem, Wilson Ozuem, Philippa Ward
International Journal of Retail & Distribution Management (2022) Vol. 50, Iss. 7, pp. 860-879
Open Access | Times Cited: 29
Growth of digital brand name through customer satisfaction with big data analytics in the hospitality sector after the COVID-19 crisis
Δαμιανός Π. Σακάς, Dimitrios P. Reklitis, Marina C. Terzi, et al.
International Journal of Information Management Data Insights (2023) Vol. 3, Iss. 2, pp. 100190-100190
Open Access | Times Cited: 21
Why do Consumers Forgive Online Travel Agencies? A Multi-study Approach
Aman Kumar, Amit Shankar
Australasian Marketing Journal (AMJ) (2023)
Closed Access | Times Cited: 20
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: 17
Electronic shopping cart abandonment: What do we know and where should we be heading?
Ishani Patharia, Charles Jebarajakirthy, Tanu Jain, et al.
Electronic Markets (2024) Vol. 34, Iss. 1
Open Access | Times Cited: 7
Augmented Reality (AR) in Retailing: Customers’ Experience in Luxury Fashion
Aster Mekonnen
Springer eBooks (2024), pp. 91-106
Closed Access | Times Cited: 6
Service failure recovery on customer recovery satisfaction and attitude loyalty for airline industry: the moderating effect of brand authenticity
Văn Đạt Trần
Cogent Business & Management (2024) Vol. 11, Iss. 1
Open Access | Times Cited: 5
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: 5
The Power of Live Stream Commerce: A Case Study of How Live Stream Commerce Can Be Utilised in the Traditional British Retailing Sector
Kamarin Merritt, Shichao Zhao
Journal of Open Innovation Technology Market and Complexity (2022) Vol. 8, Iss. 2, pp. 71-71
Open Access | Times Cited: 27
Can a smile help healing service failures? The interplay of employee emotions, guest emotions and justice perceptions for successful service recoveries in the hospitality industry
Nicola Stokburger-Sauer, Verena Hofmann
Journal of Hospitality and Tourism Management (2023) Vol. 55, pp. 261-276
Closed Access | Times Cited: 13
Airline Social Media Recovery Satisfaction: Has COVID Changed Everything?
Tripti Sharma, M.P. Gupta, Vinu Cheruvil Thomas, et al.
Journal of Travel Research (2024)
Closed Access | Times Cited: 4
Innovative application of artificial intelligence in a multi-dimensional communication research analysis: a critical review
Muhammad Asif, Zhou Gouqing
Discover Artificial Intelligence (2024) Vol. 4, Iss. 1
Open Access | Times Cited: 4
Understanding consumer reactions to chatbot service failures: Evidence from a Wizard-of-Oz experiment
Na Cai, Jeakang Heo, Jinzhe Yan
Acta Psychologica (2025) Vol. 253, pp. 104707-104707
Closed Access
Understanding customer switching behavior: An empirical examination of mobile financial services
Iftekhar Ahmed, Abdullah Al Masud, Md. Alamgir Hossain, et al.
Social Sciences & Humanities Open (2025) Vol. 11, pp. 101270-101270
Open Access
Artificial Intelligence or Human Service, Which Customer Service Failure Is More Unforgivable? A Counterfactual Thinking Perspective
Yibo Xie, Zelin Tong, Zhiyu Wu
Psychology and Marketing (2025)
Closed Access
Customer responses to airline companies' service failure and recovery strategies: the moderating role of service failure habit
Ahmed Mohamed Elbaz, Mohammad Soliman, Alamir N. Al-Alawi, et al.
Tourism Review (2022) Vol. 78, Iss. 1, pp. 1-17
Closed Access | Times Cited: 20
Examining user-generated content, service failure recovery and customer–brand relationships: an exploration through commitment-trust theory
Wilson Ozuem, Michelle Willis, Kerry E. Howell, et al.
Internet Research (2023) Vol. 34, Iss. 3, pp. 784-809
Open Access | Times Cited: 12
Anticipatory value-in-use in early-stage digital health service transformations: How consumers assess value propositions before and after abrupt, exogenous shocks
Andrew J. Dahl, James W. Peltier, Eric L. Swan
Journal of Business Research (2023) Vol. 163, pp. 113910-113910
Closed Access | Times Cited: 12
Emotional intelligence similarity in service recovery
Xing’an Xu, Juan Liu, Doğan Gürsoy
Annals of Tourism Research (2022) Vol. 96, pp. 103465-103465
Closed Access | Times Cited: 18
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