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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 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

Showing 1-25 of 86 citing articles:

Chatbots and service failure: When does it lead to customer aggression
Yu‐Shan Huang, Paula Dootson
Journal of Retailing and Consumer Services (2022) Vol. 68, pp. 103044-103044
Closed Access | Times Cited: 75
Examining the relationship between customer bonding, customer participation, and customer satisfaction
Ho‐Taek Yi, Chankoo Yeo, Fortune Edem Amenuvor, et al.
Journal of Retailing and Consumer Services (2021) Vol. 62, pp. 102598-102598
Closed Access | Times Cited: 57
How organizational dehumanization impacts hospitality employees service recovery performance and sabotage behaviors: the role of psychological well-being and tenure
Huy Gip, Priyanko Guchait, Ayşın Paşamehmetoğlu, et al.
International Journal of Contemporary Hospitality Management (2022) Vol. 35, Iss. 1, pp. 64-91
Closed Access | Times Cited: 48
The Effects of Chatbot Service Recovery With Emotion Words on Customer Satisfaction, Repurchase Intention, and Positive Word-Of-Mouth
Jeewoo Yun, Jungkun Park
Frontiers in Psychology (2022) Vol. 13
Open Access | Times Cited: 47
Should the chatbot “save itself” or “be helped by others”? The influence of service recovery types on consumer perceptions of recovery satisfaction
Meng­meng Song, Jingzhe Du, Xinyu Xing, et al.
Electronic Commerce Research and Applications (2022) Vol. 55, pp. 101199-101199
Closed Access | Times Cited: 43
The effect of the anthropomorphic design of chatbots on customer switching intention when the chatbot service fails: An expectation perspective
Zhenzhen Lu, Qingfei Min, Lintong Jiang, et al.
International Journal of Information Management (2024) Vol. 76, pp. 102767-102767
Closed Access | Times Cited: 12
How managerial responses to online reviews affect customer satisfaction: An empirical study based on additional reviews
Yan Zhao, Lingling Wen, Xiangnan Feng, et al.
Journal of Retailing and Consumer Services (2020) Vol. 57, pp. 102205-102205
Closed Access | Times Cited: 50
Converting tourists into evangelists: Exploring the role of tourists’ participation in value co-creation in enhancing brand evangelism, empowerment, and commitment
Gustave Florentin Nkoulou Mvondo, Fengjie Jing, Khalid Hussain, et al.
Journal of Hospitality and Tourism Management (2022) Vol. 52, pp. 1-12
Closed Access | Times Cited: 28
Would you forgive me? From perceived justice and complaint handling to customer forgiveness and brand credibility-symmetrical and asymmetrical perspectives
Faizan Ali, Dahlia El‐Manstrly, Ghazanfar Ali Abbasi
Journal of Business Research (2023) Vol. 166, pp. 114138-114138
Closed Access | Times Cited: 20
Impact of AI-Oriented Live-Streaming E-Commerce Service Failures on Consumer Disengagement—Empirical Evidence from China
Yuhong Peng, Yedi Wang, Jingpeng Li, et al.
Journal of theoretical and applied electronic commerce research (2024) Vol. 19, Iss. 2, pp. 1580-1598
Open Access | Times Cited: 7
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
Disentangling the dynamics of service failure and service recovery in peer-to-peer accommodations: A triadic perspective
Hyunsu Kim, Kevin Kam Fung So, Brian J. Mihalik
International Journal of Hospitality Management (2021) Vol. 100, pp. 103086-103086
Closed Access | Times Cited: 35
Value co-creation and employee service behaviours: The moderating role of trust in employee - hotel relationship
Evans Asante Boadi, Zheng He, Collins Opoku Antwi, et al.
Journal of Retailing and Consumer Services (2022) Vol. 66, pp. 102898-102898
Closed Access | Times Cited: 27
Calming the customers by AI: Investigating the role of chatbot acting-cute strategies in soothing negative customer emotions
Tao Zhang, Chao Feng, Hui Chen, et al.
Electronic Markets (2022) Vol. 32, Iss. 4, pp. 2277-2292
Closed Access | Times Cited: 25
Assessing co-creation based competitive advantage through consumers’ need for differentiation
Gurjeet Kaur Sahi, Rita Devi, Mahesh Gupta, et al.
Journal of Retailing and Consumer Services (2022) Vol. 66, pp. 102911-102911
Closed Access | Times Cited: 22
Untouchable them: the effect of chatbot gender on angry customers
Shichang Liang, Rulan Li, Bin Lan, et al.
Journal of Research in Interactive Marketing (2024) Vol. 18, Iss. 6, pp. 1099-1135
Closed Access | Times Cited: 4
Gaining Positive E-WOM Through Reputation Depending on Information Privacy Concerns in Banking Services: Moderation Roles of Boycott Participation and Boycott Frequency
Çağla Pınar Utkutuğ, Erkan Yıldız
Corporate Reputation Review (2025)
Closed Access
Why and when customers participate in service recovery: From the perspective of perceived group emotional intelligence
Xing’an Xu, Guangxiu Jiang, Li Pan
Journal of Hospitality and Tourism Management (2025) Vol. 62, pp. 207-218
Closed Access
Human vs. robot service provider agents in service failures: comparing customer dissatisfaction and the mediating role of forgiveness and service recovery expectation
Zuwen Huang, Ada Lo
Information Technology & Tourism (2025)
Open Access
The effects of customer engagement, perceived brand equity, and cultural dimensions on repurchase intentions and positive word-of-mouth: a moderated mediation analysis
Bhaskar Upadhyaya, José Luis Saavedra Torres, Ashok Bhattarai, et al.
The Journal of Marketing Theory and Practice (2025), pp. 1-22
Closed Access
Justicia Percibida, Lealtad y Confianza en Fallos en el Servicio
Maria Elena Martínez-Garcia, Magda Lizet Ochoa Hernández, José Ignacio Azuela Flores
Investigación Administrativa (2025) Vol. 54-1, pp. 1-18
Open Access
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
How trust mediate the effects of perceived justice on loyalty: A study in the context of automotive recall in China
Liu Yang, Peng Cheng, Zhe Ouyang
Journal of Retailing and Consumer Services (2020) Vol. 58, pp. 102322-102322
Closed Access | Times Cited: 32
Self-diminishing effects of awe on consumer forgiveness in service encounters
Yan Yang, Hu Jing
Journal of Retailing and Consumer Services (2021) Vol. 60, pp. 102491-102491
Closed Access | Times Cited: 28
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
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