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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 influence of empathy in complaint handling: Evidence of gratitudinal and transactional routes to loyalty
Françoise Simon
Journal of Retailing and Consumer Services (2013) Vol. 20, Iss. 6, pp. 599-608
Closed Access | Times Cited: 77

Showing 1-25 of 77 citing articles:

What makes an AI device human-like? The role of interaction quality, empathy and perceived psychological anthropomorphic characteristics in the acceptance of artificial intelligence in the service industry
Corina Pelău, Dan‐Cristian Dabija, Irina Ene
Computers in Human Behavior (2021) Vol. 122, pp. 106855-106855
Closed Access | Times Cited: 481
Does gratitude enhance prosociality?: A meta-analytic review.
K. Lawrence, Richard J. Tunney, Eamonn Ferguson
Psychological Bulletin (2017) Vol. 143, Iss. 6, pp. 601-635
Open Access | Times Cited: 324
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: 244
Factors Affecting Customer Satisfaction in Responses to Negative Online Hotel Reviews
Hyounae Min, Yumi Lim, Vincent P. Magnini
Cornell Hospitality Quarterly (2014) Vol. 56, Iss. 2, pp. 223-231
Closed Access | Times Cited: 178
Transformational leadership and service recovery performance: The mediating effect of emotional labor and the influence of culture
Anqi Luo, Priyanko Guchait, Lindsey Lee, et al.
International Journal of Hospitality Management (2018) Vol. 77, pp. 31-39
Closed Access | Times Cited: 115
Childhood maltreatment and prosocial behavior among Chinese adolescents: Roles of empathy and gratitude
Guoliang Yu, Sen Li, Fengqing Zhao
Child Abuse & Neglect (2020) Vol. 101, pp. 104319-104319
Closed Access | Times Cited: 91
Investigating the customer trust in artificial intelligence: The role of anthropomorphism, empathy response, and interaction
Nguyen Thi Khanh, Vũ Hoàng Nam
CAAI Transactions on Intelligence Technology (2022) Vol. 8, Iss. 1, pp. 260-273
Open Access | Times Cited: 39
Talking to a bot or a wall? How chatbots vs. human agents affect anticipated communication quality
Qi Zhou, Bin Li, Lei Han, et al.
Computers in Human Behavior (2023) Vol. 143, pp. 107674-107674
Closed Access | Times Cited: 37
The impact of AI chatbots on customer trust: an empirical investigation in the hotel industry
Van Thanh Nguyen, Lê Thái Phong, Nguyen Thi Khanh
Consumer Behavior in Tourism and Hospitality (2023) Vol. 18, Iss. 3, pp. 293-305
Closed Access | Times Cited: 22
Same gratitude, different pro-environmental behaviors? Effect of the dual-path influence mechanism of gratitude on pro-environmental behavior
Jianxin Sun, Baolong Ma, Shaomu Wei
Journal of Cleaner Production (2023) Vol. 415, pp. 137779-137779
Closed Access | Times Cited: 17
Brand trust and avoidance following brand crisis: A quasi-experiment on the effect of franchisor statements
Hyunju Shin, Riza Casidy, Alyssa Yoon, et al.
Journal of Brand Management (2016) Vol. 23, Iss. 5, pp. 1-23
Closed Access | Times Cited: 51
Empathy and apology: the effectiveness of recovery strategies
Alexandru Radu, Denni Arli, Jiraporn Surachartkumtonkun, et al.
Marketing Intelligence & Planning (2019) Vol. 37, Iss. 4, pp. 358-371
Closed Access | Times Cited: 47
It takes two to tango: The role of customer empathy and resources to improve the efficacy of frontline employee empathy
Liem Viet Ngo, Nguyet Thi Nguyen, Nam The Tran, et al.
Journal of Retailing and Consumer Services (2020) Vol. 56, pp. 102141-102141
Closed Access | Times Cited: 45
Impacts of platform design on consumer commitment and online review intention: does use context matter in dual-platform e-commerce?
Quan Xiao, Mikko Siponen, Zhang Xing, et al.
Internet Research (2022) Vol. 32, Iss. 5, pp. 1496-1531
Closed Access | Times Cited: 24
Frontline employees' performance in the financial services industry: the significance of trust, empathy and consumer orientation
Basharat Raza, Sylvie St‐Onge, Muhammad Ali
International Journal of Bank Marketing (2023) Vol. 41, Iss. 3, pp. 527-549
Closed Access | Times Cited: 15
Understanding users' voice assistant exploration intention: unraveling the differential mechanisms of the multiple dimensions of perceived intelligence
Yiming Zhao, Yu-Shan Chen, Yongqiang Sun, et al.
Internet Research (2024) Vol. 34, Iss. 6, pp. 2096-2122
Closed Access | Times Cited: 5
Determining adequate tangible compensation in service recovery processes for developed and developing countries: The role of severity and responsibility
Silke Bambauer-Sachse, Landisoa Rabeson
Journal of Retailing and Consumer Services (2014) Vol. 22, pp. 117-127
Closed Access | Times Cited: 42
Successful complaint handling on social media predicts increased repurchase intention: The roles of trust in company and propensity to trust
Dogá Istanbulluoglu, Ezgi Sakman
European Management Journal (2022) Vol. 42, Iss. 1, pp. 11-22
Open Access | Times Cited: 19
Unravelling customer gratitude: navigating the literature and paving the way forward with the TCCM framework
Karan Grover, Garima
International Review on Public and Nonprofit Marketing (2024)
Closed Access | Times Cited: 4
Let Me Hold Your Hand: Effects of Anthropomorphism and Touch Behavior on Self-Disclosure Intention, Attachment, and Cerebral Activity Towards AI Mental Health Counselors
Zeyu Zhang, Fu Guo, Chen Fang, et al.
International Journal of Human-Computer Interaction (2025), pp. 1-16
Closed Access
A localized and humanized approach to chatbot banking companions: implications for financial managers
Richa Misra, Garima Malik, Pratibha Singh
Management Decision (2025)
Closed Access
Satisfaction with AI chatbots in crowdsourcing services: anthropomorphic and fairness perspectives
Le Yi Koh, Yek Guo Cheh, Kum Fai Yuen, et al.
Behaviour and Information Technology (2025), pp. 1-22
Closed Access
Less stress, fewer delays: The role of sophisticated AI in mitigating decision fatigue and purchase postponement in luxury retail
Jiarui Li, Jiyun Kang
Journal of Retailing and Consumer Services (2025) Vol. 85, pp. 104268-104268
Closed Access
Social support, social perceptions, and user satisfaction with intelligent voice assistants: unravelling the differential mechanisms based on the social response theory
Yiming Zhao, Yuexin Li, Yu-Shan Chen, et al.
Aslib Journal of Information Management (2025)
Closed Access
Empathic Relationships in Professional Services and the Moderating Role of Relationship Age
Isabelle Weißhaar, Frank Hüber
Psychology and Marketing (2016) Vol. 33, Iss. 7, pp. 525-541
Closed Access | Times Cited: 35
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