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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:

Is high recovery more effective than expected recovery in addressing service failure? — A moral judgment perspective
Tong Chen, Ke Ma, Xuemei Bian, et al.
Journal of Business Research (2017) Vol. 82, pp. 1-9
Open Access | Times Cited: 69

Showing 1-25 of 69 citing articles:

Mapping the electronic word-of-mouth (eWOM) research: A systematic review and bibliometric analysis
Naveen Donthu, Satish Kumar, Neeraj Pandey, et al.
Journal of Business Research (2021) Vol. 135, pp. 758-773
Closed Access | Times Cited: 337
Marketing in emerging markets: a review, theoretical synthesis and extension
Justin Paul
International Journal of Emerging Markets (2019) Vol. 15, Iss. 3, pp. 446-468
Closed Access | Times Cited: 197
Positive and negative word of mouth (WOM) are not necessarily opposites: A reappraisal using the dual factor theory
Manish Talwar, Shalini Talwar, Puneet Kaur, et al.
Journal of Retailing and Consumer Services (2020) Vol. 63, pp. 102396-102396
Open Access | Times Cited: 153
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
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: 87
The journey from customer participation in service failure to co-creation in service recovery
Ramin Bagherzadeh, Monika Rawal, Shuqin Wei, et al.
Journal of Retailing and Consumer Services (2020) Vol. 54, pp. 102058-102058
Closed Access | Times Cited: 86
The effects of online negative word‐of‐mouth on dissatisfied customers: A frustration–aggression perspective
Yllka Azemi, Wilson Ozuem, Kerry E. Howell
Psychology and Marketing (2020) Vol. 37, Iss. 4, pp. 564-577
Open Access | Times Cited: 80
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: 70
An exploration into the practice of online service failure and recovery strategies in the Balkans
Yllka Azemi, Wilson Ozuem, Kerry E. Howell, et al.
Journal of Business Research (2018) Vol. 94, pp. 420-431
Open Access | Times Cited: 76
A bibliometric investigation of service failure literature and a research agenda
Pantea Fouroudi, Philip J. Kitchen, Reza Marvi, et al.
European Journal of Marketing (2020) Vol. 54, Iss. 10, pp. 2575-2619
Open Access | Times Cited: 61
Enlightening the brand building–audience response link
Cleopatra Veloutsou
Journal of Brand Management (2023) Vol. 30, Iss. 6, pp. 550-566
Open Access | Times Cited: 17
Does customer-based destination brand equity help customers forgive firm service failure in a tourist ecosystem? An investigation through explanatory sequential mixed-method design
Taiba Musadiq Sahaf, Dr Asif Iqbal Fazili
Journal of Destination Marketing & Management (2024) Vol. 31, pp. 100866-100866
Closed Access | Times Cited: 6
Service Failure and Recovery in B2B Markets – A Morphological Analysis
Ashwin J. Baliga, Vaibhav Chawla, Vijaya Sunder M, et al.
Journal of Business Research (2020) Vol. 131, pp. 763-781
Open Access | Times Cited: 49
Hospitality-based service recovery, outcome favourability, satisfaction with service recovery and consequent customer loyalty: an empirical analysis
Ghazal Shams, Raouf Ahmad Rather, Mohsin Abdur Rehman, et al.
International Journal of Culture Tourism and Hospitality Research (2020) Vol. 15, Iss. 2, pp. 266-284
Closed Access | Times Cited: 42
Drivers and consequences of consumer alienation in the French retail banking sector
Souheila Kaabachi, Sélima Ben Mrad, Ahmed Anis Charfi, et al.
Journal of Marketing Analytics (2024) Vol. 12, Iss. 4, pp. 888-908
Closed Access | Times Cited: 4
Value of Customer Co-created Engagements in Service Failure and Recovery
Samuel Ayertey, Taiwo Olajumoke, Becky Forbin, et al.
(2025), pp. 285-302
Closed Access
The effect of the valence of forgiveness to service recovery strategies and service outcomes in food delivery apps
Puneet Kaur, Shalini Talwar, Nazrul Islam, et al.
Journal of Business Research (2022) Vol. 147, pp. 142-157
Open Access | Times Cited: 21
Gauging customers’ negative disconfirmation in online post-purchase behaviour: The moderating role of service recovery
Muhammad Mazhar, Ding Hooi Ting, Amir Zaib Abbasi, et al.
Cogent Business & Management (2022) Vol. 9, Iss. 1
Open Access | Times Cited: 20
When WhatsApp changed its privacy policy: explaining WhatsApp discontinuation using an enablers-inhibitors' perspective
Ali Farooq, Laila Dahabiyeh, Yousra Javed
Online Information Review (2023) Vol. 48, Iss. 1, pp. 22-42
Open Access | Times Cited: 12
Impact of failure severity levels on satisfaction and behavior: from the perspectives of justice theory and regulatory focus theory
Sarabjit Kaur Sidhu, Fon Sim Ong, M.S. Balaji
Journal of Consumer Marketing (2023) Vol. 40, Iss. 4, pp. 535-547
Closed Access | Times Cited: 11
Service failure and service recovery: A hybrid review and research agenda
Taiba Musadiq Sahaf, Asif Iqbal Fazili
International Journal of Consumer Studies (2023) Vol. 48, Iss. 1
Closed Access | Times Cited: 11
Negative affect, deep acting, and customer compensation as responses to customer mistreatment: The effect of customer-based perspective-taking
Lindsey Lee, Priyanko Guchait, Juan M. Madera
International Journal of Hospitality Management (2020) Vol. 89, pp. 102532-102532
Closed Access | Times Cited: 28
The distinctive agenda of service failure recovery in e-tailing: Criticality of logistical / non-logistical service failure typologies and e-tailing ethics
Vivek Roy, T. Sai Vijay, Abhishek Srivastava
Journal of Retailing and Consumer Services (2021) Vol. 64, pp. 102837-102837
Closed Access | Times Cited: 20
How do Machiavellianism, narcissism and psychopathy tendencies influence consumer avoidance and revenge-seeking following a service failure?
Tyler Hancock, Stacie F. Waites, Catherine Johnson, et al.
Journal of Consumer Marketing (2023) Vol. 40, Iss. 6, pp. 721-733
Closed Access | Times Cited: 8
Product information failures on websites and their impact on mobile shopping behaviour
Sarah Amsl, Iain Watson, Christoph Teller, et al.
International Journal of Retail & Distribution Management (2023) Vol. 51, Iss. 9/10, pp. 1135-1157
Open Access | Times Cited: 8
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