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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 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

Showing 1-25 of 70 citing articles:

Demystifying the effects of perceived risk and fear on customer engagement, co-creation and revisit intention during COVID-19: A protection motivation theory approach
Raouf Ahmad Rather
Journal of Destination Marketing & Management (2021) Vol. 20, pp. 100564-100564
Closed Access | Times Cited: 249
Customers’ service-related engagement, experience, and behavioral intent: Moderating role of age
Raouf Ahmad Rather, Linda D. Hollebeek
Journal of Retailing and Consumer Services (2021) Vol. 60, pp. 102453-102453
Closed Access | Times Cited: 202
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
Engaging the customer with augmented reality and employee services to enhance equity and loyalty
Asad Hassan Butt, Hassan Ahmad, Fayaz Ali, et al.
International Journal of Retail & Distribution Management (2023) Vol. 51, Iss. 5, pp. 629-652
Open Access | Times Cited: 25
Adoption of electronic banking services in India: an extension of UTAUT2 model
Vikas Chauhan, Rambalak Yadav, Vipin Choudhary
Journal of Financial Services Marketing (2021) Vol. 27, Iss. 1, pp. 27-40
Closed Access | Times Cited: 50
Linking CSR and Customer Engagement: The Role of Customer-Brand Identification and Customer Satisfaction
James Agyei, Shaorong Sun, Emmanuel Kofi Penney, et al.
SAGE Open (2021) Vol. 11, Iss. 3
Open Access | Times Cited: 46
Customers’ satisfaction with fintech services: evidence from Brazil
Emerson Wagner Mainardes, Priscilla Maria Ferreira Costa, Silvania Neris Nossa
Journal of Financial Services Marketing (2022) Vol. 28, Iss. 2, pp. 378-395
Closed Access | Times Cited: 33
THE EFFECT OF SERVICE QUALITY ON CUSTOMER SATISFACTION IN DIGITAL AGE: CUSTOMER SATISFACTION BASED EXAMINATION OF DIGITAL CRM
Demokaan Demirel
Journal of Business Economics and Management (2022) Vol. 23, Iss. 3, pp. 507-531
Open Access | Times Cited: 32
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
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
COVID-19-based threat vs coping appraisal: effect of psychological risk on customer engagement and behavioral intentions
Raouf Ahmad Rather, Shakir Hussain Parrey, Rafia Gulzar, et al.
Journal of Hospitality and Tourism Insights (2022) Vol. 6, Iss. 5, pp. 2093-2114
Closed Access | Times Cited: 26
Data Collection, data mining and transfer of learning based on customer temperament-centered complaint handling system and one-of-a-kind complaint handling dataset
Ching‐Hung Lee, Xuejiao Zhao
Advanced Engineering Informatics (2024) Vol. 60, pp. 102520-102520
Closed Access | Times Cited: 4
Servant leadership and service recovery performance: influence of creative adaptability and employee psychological well-being
Hoang Thi Kim Quy, Mai Dong Tran, Tien Minh Dinh
Management Decision (2024) Vol. 62, Iss. 11, pp. 3659-3680
Closed Access | Times Cited: 4
The impact of perceived service recovery justice on brand evangelism: the mediating role of customer forgiveness and the moderating role of customer religiosity
Mohamed A. Khashan, Mohamed A. Ghonim, Saleh M. Saleh, et al.
Journal of Islamic marketing (2025)
Closed Access
Talking the talk: how AI voice assistants’ apology styles shape consumer satisfaction in service recovery
Yujie Chen, Yunjiao Mao
Asia Pacific Journal of Marketing and Logistics (2025)
Closed Access
Effects of sensory marketing on customer satisfaction and revisit intention in the hotel industry: the moderating roles of customers’ prior experience and gender
Woo‐Hyuk Kim, Sang-Ho Lee, Kyung-Sook Kim
Anatolia (2020) Vol. 31, Iss. 4, pp. 523-535
Closed Access | Times Cited: 37
Curvilinear relationship between customer engagement and responses to service failures
Yun-Na Park, Taeshik Gong
Service Industries Journal (2023), pp. 1-27
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
Validating a multidimensional perspective of relationship marketing on brand attachment, customer loyalty and purchase intentions: a serial mediation model
Bilal Ahmad, Muhammad Imad ud Din Akbar
Journal of Strategic Marketing (2021) Vol. 31, Iss. 3, pp. 669-692
Closed Access | Times Cited: 26
Complaint management: comparison between traditional and digital banks and the benefits of using management systems for improvement
Pedro G.C. Pio, Tiago Fonseca Albuquerque Cavalcanti Sigahi, Izabela Simon Rampasso, et al.
International Journal of Productivity and Performance Management (2023) Vol. 73, Iss. 4, pp. 1050-1070
Open Access | Times Cited: 8
How does food choice motives relate to subjective well-being and loyalty? A cross-cultural comparison of vegan restaurant customers in South Korea and Singapore
Kerri Ann Lim, Sunny Ham, Hye Young Moon, et al.
Journal of Foodservice Business Research (2021) Vol. 25, Iss. 2, pp. 168-208
Closed Access | Times Cited: 19
Service Delivery and Branding Management in Digital Platforms: Innovation through Brand Extension
Mohammadbashir Sedighi, Alireza Sheikh, Nazanin Tourani, et al.
Human Behavior and Emerging Technologies (2022) Vol. 2022, pp. 1-18
Open Access | Times Cited: 11
Distinguishing between the impact of social media public and private compliments on customers’ future service recovery expectations
Sıddık Bozkurt, David Gligor
Journal of Retailing and Consumer Services (2021) Vol. 60, pp. 102448-102448
Closed Access | Times Cited: 15
The Role of Religiosity as a Mediating Variable in the Relationship between Online Transactions and Customer Satisfaction and Loyalty in Islamic Banking
Suryari Purnama, Andyani Sukmasari, Rahul Bhandari
Aptisi Transactions on Management (ATM) (2021) Vol. 5, Iss. 2, pp. 143-151
Open Access | Times Cited: 15
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