BAGOZZI, Richard P. (1975), "Social exchange in marketing". Journal of the Academy of Marketing Science 3(3), 314¬327.
BATTAGLIA, Daniel, Miriam BORCHARDT, Miguel AFONSO
SELLITTO, and Giancarlo MEDEIROS PEREIRA, (2012). Service
recovery: a method for assessing performance. Business Process Management Journal, 18(6),949-963.
BEAMON, Benita M. (1999). "Measuring supply chain performance." International Journal of Operations & Production
Management 19(3): 275-292.
500 | Celal Bayar Üniversitesi Sosyal Bilimler Dergisi - Cilt: 14, Sayı: 2, Haziran 2016
The Service Failure and Recovery Strategies in Logistics Service Sector
BELL, Chip R., and Ron E. ZEMKE, (1987). Service break down: the road to recovery. Management review, 76(10), 32.
BERRY, Leonard, L. and Anantharan PARASURAMAN, (1991).
Marketing services: Competing through quality. New York: Free Press.
BIENSTOCK, Carol C., John T. MENTZER and Monroe M. BIRD,
(1996) . Measuring physical distribution service quality. Journal of the Academy of Marketing Science, 25(1), 31-44.
BITNER, Mary J., Bernard H., BOOMS and Mary S.
TETREAULT, (1990). The service encounter: diagnosing favorable and unfavorable incidents. The Journal of Marketing, 71-84.
BLODGETT, Jeffrey G., Donna J. Hill, and Stephen S. Tax.
(1997) "The effects of distributive, procedural, and interactional justice on postcomplaint behavior". Journal of retailing 73(2),185-
210.
BOLTON, Ruth. N. (1998). A dynamic model of the duration of the customer's relationship with a continuous service provider: The role of satisfaction. Marketing science, 17(1),45-65.
BOLTON, Ruth. N., and James H. DREW (1991). A multistage model of customers' assessments of service quality and value. Journal of consumer research,375-384.
BOLTON, Ruth. N., and James H. DREW (1992). Mitigating the effect of service encounters. Marketing Letters, 3(1),57-70.
BOSHOFF, Christo. (1999). Recovsat: An Instrument to Measure Satisfaction with Transaction-Specific Service Recovery. Journal of Service Research, 1(3), 236- 249.
BOSHOFF, Christo, and Jason LEONG, (1998). Empowerment,
attribution and apologizing as dimensions of service recovery. International Journal of Service Industry Management, 9(1),24-47.
BOSHOFF, Christo. (1997), An experimental study of service recovery options, International Journal of Service Industry Management, 8(2), pp.110-130.
BRADLEY, Graham and Beverly SPARKS (2012).
Explanations: if, when, and how they aid service recovery, Journal of Services Marketing, 21 (1), pp.41-50
BRINSMEAD, Andrew. (2007). Logistics Service Recovery and the role of Technology. In Communications and Information Technologies, 2007. ISCIT'07. International Symposium on (pp.
1361-1365). IEEE.
BROWN, Stephen W, Deborah L. COWLES and Tracy L.
TUTEN, (1996), Service recovery: its value and limitations as a retail
İktisadi ve İdari Bilimler Sayısı | 501
Nazlı Gülfem Gidener Özaydın
strategy, International Journal of Service Industry Management, 7(5) pp. 32 -46
CHOU Christine, Ya-Hui HSU and Yeong-Jia GOO (2009).
Service Failures and Recovery Strategies from the Service Provider Perspective. Asia Pacific Management Review, 14(2),237-249.
CRAIGHEAD, Christopher W., Kirk R. KARVAN and Janis L.
MILLER (2004), The effects of severity of failure and customer loyalty on service recovery strategies, Production Operation Management, 13 (4), pp. 307-321.
DEL RIO-LANZA, Ana Belen, Rodolfo VÂZQUEZ-CASIELLES, Ana Ma DIAZ-MARTIN
(2009)
. Satisfaction with service recovery: Perceived justice and emotional responses. Journal of Business
Research, 62(8),775-781.
DURVASULA, Srinivas, Steven LYSONSKI, and Subhash C.
MEHTA. (2000). "Business-to-business marketing service recovery and customer satisfaction issues with ocean shipping lines." European Journal of Marketing 34(3/4), 433-452.
EDVARDSSON, Bo. (1992). Service breakdowns: a study of
critical incidents in an airline. International Journal of Service Industry Management, 3(4),17-29.
FLORES, Luis A. F.S, and Marcos A. M. PRIMO, (2008). Failure
Recovery Management in Performance of Logistics Services in a B2B Context: A Case Study Using the 3PL Perspective. Journal of Operations and Supply Chain Management, 1(1),29-40.
GARVIN, David A. "What does product quality really mean." Sloan management review 26.1 (1984).
GILLY, Mary C., and Betsy D. GELB, (1982)"Post-purchase
consumer processes and the complaining consumer." Journal of Consumer Research, 323-328.
GOODWIN, Cathy, and Ivan ROSS. (1989). "Salient Dimensions of Perceived Fairness in resolution of Service Complaints." Journal of Consumer Satisfaction, Dissatisfaction, and Complaining Behavior, 2,87-92.
GOODWIN, Cathy, and Ivan ROSS (1992). "Consumer
responses to service failures: influence of procedural and interactional fairness perceptions." Journal of Business
research 25(2),149-163.
GREMLER, Dwayne D. (2004). The critical incident technique in service research. Journal of service research, 7(1),65-89.
GRÖNROOS,
Christian
. (1982). "An applied service marketing theory." European journal of marketing 16(7), 30-41.
502 | Celal Bayar Üniversitesi Sosyal Bilimler Dergisi - Cilt: 14, Sayı: 2, Haziran 2016
The Service Failure and Recovery Strategies in Logistics Service Sector
GRÖNROOS,
Christia
n (1988). Service quality: the six criteria of good perceived service. Review of business, 9(3),10.
GUNASEKARAN, Angappa, Chaitali PATEL, and Ercan
TIRTIROGLU. (2001). "Performance measures and metrics in a supply chain environment." International journal of operations & production Management 21(1/2), 71-87.
HARDING, Forrest E. (1998). "Logistics service provider quality private measurement, evaluation, and improvement." Journal of Business Logistics 19(1), 103.
HART, Christopher. W, James L. Heskett and W. Earl Sasser Jr, (1989). The profitable art of service recovery. Harvard business
review, 68(4),148-156.
HESS, Ronald L., Shankar GANESAN, and Noreen M. KLEIN.
(2003). "Service failure and recovery: the impact of relationship factors on customer satisfaction." Journal of the Academy of
Marketing Science 31(2),127-145.
HOFFMAN, K. Douglas, Scott W. KELLEY, Holly M. ROTALSKY (1995). Tracking service failures and employee recovery efforts. Journal of Services Marketing, 9(2), pp.49-61
JOHNSTON, Robert, and Stefan MICHEL. (2008). "Three
outcomes of service recovery: customer recovery, process recovery and employee recovery." International Journal of Operations & Production Management 28(1), 79-99.
KAHNEMAN, Daniel and Amos TVERSKY (1979). Prospect
theory: An analysis of decision under risk. Econometrica: Journal of the Econometric Society, 263-291.
KEAVENEY, Susan M. (1995). Customer switching behavior in service industries: An exploratory study. The Journal of
Marketing,71-82.
LEVESQUE, Terrence J. and Gordon H.G. MCDOUGALL, (2000): "Service problems and recovery strategies: an experiment." Canadian Journal of Administrative Sciences, 17(1), 20-37.
LOVELOCK, Christopher and Jochen WIRTZ. Services Marketing: People, Technology, Strategy. Prentice Hall, 2011.
MCCOLLOUGH, Michael A., and Sundar G. BHARADWAJ
(1992). The recovery paradox: an examination of consumer satisfaction in relation to disconfirmation, service quality, and attribution based theories. Marketing theory and applications,119.
MCCOLLOUGH, Michael A., Leonard L. BERRY and Manjit S.
YADAV (2000). An empirical investigation of customer satisfaction
İktisadi ve İdari Bilimler Sayısı | 503
Nazlı Gülfem Gidener Özaydın
after service failure and recovery. Journal of service research,
3(2),121-137.
MENTZER, John T., William DEWITT, James S. KEEBLER,
Soonhong MIN, Nancy W. NIX, Carlo D. SMITH and Zach G. ZACHARIA, (2001). Defining supply chain management. Journal of Business logistics, 22(2), 1-25
MICHEL, Stefan. (2001). Analyzing service failures and recoveries: a process approach. International Journal of Service Industry Management, 12(1),20-33.
MILLER, Janis L., Christopher W. CRAIGHEAD and Kirk R.
KARVAN (2000). Service recovery: a framework and empirical investigation. Journal of operations Management, 18(4),387-400.
MITTAL, Banwari, and Walfried M. LASSAR, (1998). "Why do
customers switch? The dynamics of satisfaction versus loyalty." Journal of services marketing,12(3), 177-194.
MOHR Lois A., and Mary J. BITNER (1995). The role of
employee effort in satisfaction with service transactions. Journal of Business Research, 32(3),239-252.
MURRAY Keith B and John L. SCHLACTER (1990). The impact of services versus goods on consumers' assessment of perceived risk andvariability. Journal of the Academy of Marketing Science,
18(1),51-65.
OFLAÇ, Bengü S.,
Ursul
a Y. SULLIVAN, and, Tunçdan BALTACIOĞLU. (2012). "An attribution approach to consumer evaluations in logistics customer service failure situations." Journal of Supply Chain Management 48(4),51-71.
OK, Chihyung, Ki-Joon BACK, Carol W. SHANKLIN, (2005).
Modeling roles of service recovery strategy: a relationship-focused view. Journal of Hospitality and Tourism Research, 29(4),484-507.
OLSEN, M and B THOMASSON (1992). Qualitative Methods in
Service Quality Research: An Illustration of the Critical Incident Technique and Phenomenography'. In QUIS3 Conference (pp.14-17).
OZGEN, Özge and Sümeyra DUMAN KURT (2012). Pre-recovery and post-recovery emotions in the service context: a preliminary study. Managing Service Quality: An International
Journal, 22(6),592-605.
ÖZTÜRK Sevgi A. (2000). Hizmet Kalitesi Ölçümünde Yeni Bir Yaklaşım: Kritik Olaylar Tekniği. Anatolia: Turizm Araştırmaları
Dergisi, 11,57-68.
PANAYIDES, Photis M., and Meko SO (2005). "The impact of
integrated logistics relationships on third-party logistics service
504 | Celal Bayar Üniversitesi Sosyal Bilimler Dergisi - Cilt: 14, Sayı: 2, Haziran 2016
The Service Failure and Recovery Strategies in Logistics Service Sector
quality and performance." Maritime Economics & Logistics 7.1, 36¬55.
PARASURAMAN Ananthanarayanan Valarie. A ZEITHAML and. Leonard, L. BERRY, (1998). "Servqual." Journal of retailing 64(1),12-40.
PARASURAMAN Ananthanarayanan Valarie. A ZEITHAML
and. Leonard, L. BERRY (1985). A conceptual model of service quality and its implications for future research. the Journal of Marketing, 41¬50.
PRIMO, A.M. Marcos, Kevin DOOLEY and Johnny M.
RUNGTUSANATHAM (2007). Manufacturing firm reaction to supplier failure and recovery. International Journal of Operations and Production Management, 27(3),323-341.
QURESHI, M. N., Dinesh KUMAR and Pradeep KUMAR (2007).
"Modeling the logistics outsourcing relationship variables to enhance shippers' productivity and competitiveness in logistical supply chain." International Journal of Productivity and Performance Management 56.8, 689-714.
RICHINS, Marsha L. (1987)"A multivariate analysis of
responses to dissatisfaction. "Journal of the Academy of Marketing Science 15(3,) 24-31.
GIL SAURA, Irene, David SERVERA FRANCES, Gloria BERENGUER CONTRI, Maria FUENTES BLASCO (2008). Logistics
service quality: a new way to loyalty. Industrial Management & Data Systems, 108(5), 650-668.
SMITH Amy K., Ruth N. BOLTON, and Janet Wagner (1999). A model of customer satisfaction with service encounters involving failure and recovery. Journal of marketing research,356-372.
SPRENG, Richard A., Gilbert D.; HARRELL and Robert D,
MACKOY, (1995). Service recovery: impact on satisfaction and intentions. Journal of Services Marketing, 9(1),15-23.
STEWART, Gordon. (1995). Supply chain performance benchmarking study reveals keys to supply chain excellence. Logistics Information Management, 8(2), 38-44.
SWANSON, Scott R. and Maxwell K. HSU (2009) Critical
Incidents in Tourism: Failure, Recovery, Customer Switching, and Word -of-Mouth Behaviors, Journal of Travel and Tourism
Marketing, 26 (2),180-194.
TAX, Stephen S., Stephen W. BROWN and Murali CHANDRASHEKARAN (1998). Customer evaluations of service
İktisadi ve İdari Bilimler Sayısı | 505
Nazlı Gülfem Gidener Özaydın
complaint experiences: implications for relationship marketing. The Journal of Marketing,60-76.
TAYLOR, Steven A., and Thomas BAKER (1994). An assessment of the relationship between service quality and customer satisfaction in the formation of consumers' purchase intentions. Journal of retailing, 70(2),163-178.
THALER, Richard (1985). Mental accounting and consumer choice. Marketing science, 4(3), 199-214.
VAN DOORN, Jenny, and Peter C. VERHOEF (2008). Critical
incidents and the impact of satisfaction on customer share. Journal of
Marketing, 72(4),123-142.
WEBSTER, Cynthia and Dinesh S. SUNDARAM (1998). Service consumption criticality in failure recovery. Journal of Business
Research, 41(2),153-159.
WEUN, Seungoog, Sharon E.; BEATTY and Michael A. JONES
(2004) The impact of service failure severity on service recovery evaluations and post-recovery relationships. Journal of Services
Marketing. 18(2). pp133-146
YANAMANDRAM, Venkata K., and Lesley WHITE. (2007) "A
Model of Customer Retention of Dissatisfied Business Services Customers." Faculty of Commerce-Papers.
ZEITHAML, Valerie. A., Lenonard L. BERRY and
Anantharanthan PARASURAMAN, A. (1996). The behavioral consequences of service quality. the Journal of Marketing,31-46.
ZEMKE, Ron and Chip R. BELL (1990). Service recovery:
Doing it right the second time. Training, 27(6),42-48.
ZHU, Zhen, K. SIVAKUMAR, and Anantharanthan
PARASURAMAN (2004). A Mathematical Model of Service Failure and Recovery Strategies. Decision Sciences, 35(3),493-525.
Thank you for copying data from http://www.arastirmax.com
