{"id":"https://openalex.org/W1987051933","doi":"https://doi.org/10.1177/0273475307312195","title":"Service Recovery in Marketing Education: It's What We Do That Counts","display_name":"Service Recovery in Marketing Education: It's What We Do That Counts","publication_year":2008,"publication_date":"2008-01-22","ids":{"openalex":"https://openalex.org/W1987051933","doi":"https://doi.org/10.1177/0273475307312195","mag":"1987051933"},"language":"en","primary_location":{"id":"doi:10.1177/0273475307312195","doi":"https://doi.org/10.1177/0273475307312195","is_oa":false,"landing_page_url":"https://doi.org/10.1177/0273475307312195","pdf_url":null,"source":{"id":"https://openalex.org/S153861934","display_name":"Journal of Marketing Education","issn_l":"0273-4753","issn":["0273-4753","1552-6550"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["abdc-b","anvur-scientific","cwts-core","fnege-4","jufo-1","norway-1","poland-140","russia-white-list-1"],"host_organization":"https://openalex.org/P4310320017","host_organization_name":"SAGE Publishing","host_organization_lineage":["https://openalex.org/P4310320017"],"host_organization_lineage_names":["SAGE Publishing"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Journal of Marketing Education","raw_type":"journal-article"},"volume":null,"type":"article","indexed_in":["crossref"],"open_access":{"is_oa":false,"oa_status":"closed","oa_url":null,"any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5016447675","display_name":"Rajesh Iyer","orcid":"https://orcid.org/0000-0001-5021-9447","observed_orcids":["https://orcid.org/0000-0001-5021-9447"]},"institutions":[{"id":"https://openalex.org/I24648388","display_name":"Bradley University","ror":"https://ror.org/04kmeaw70","country_code":"US","type":"education","lineage":["https://openalex.org/I24648388"]}],"countries":["US"],"is_corresponding":false,"raw_author_name":"Rajesh Iyer","raw_affiliation_strings":["Foster College of Business at Bradley University"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Foster College of Business at Bradley University","institution_ids":["https://openalex.org/I24648388"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5013675230","display_name":"James A. Muncy","orcid":"https://orcid.org/0000-0002-3975-1464","observed_orcids":["https://orcid.org/0000-0002-3975-1464"]},"institutions":[{"id":"https://openalex.org/I102716817","display_name":"Valdosta State University","ror":"https://ror.org/04zjcaq85","country_code":"US","type":"education","lineage":["https://openalex.org/I102716817"]}],"countries":["US"],"is_corresponding":false,"raw_author_name":"James A. Muncy","raw_affiliation_strings":["Department of Marketing and Economics, Harley Langdale, Jr. College of Business Administration at Valdosta State University"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Department of Marketing and Economics, Harley Langdale, Jr. College of Business Administration at Valdosta State University","institution_ids":["https://openalex.org/I102716817"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":2,"corresponding_author_ids":[],"corresponding_institution_ids":[],"apc_list":{"value":3400,"currency":"USD","value_usd":3400},"apc_paid":null,"fwci":3.2615,"has_fulltext":false,"cited_by_count":32,"citation_normalized_percentile":{"value":0.92348665,"is_in_top_1_percent":false,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":89,"max":98},"biblio":{"volume":"30","issue":"1","first_page":"21","last_page":"32"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9911999702453613,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9911999702453613,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T12671","display_name":"Management and Marketing Education","score":0.007899999618530273,"subfield":{"id":"https://openalex.org/subfields/1405","display_name":"Management of Technology and Innovation"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T11039","display_name":"Evaluation of Teaching Practices","score":0.0003000000142492354,"subfield":{"id":"https://openalex.org/subfields/3304","display_name":"Education"},"field":{"id":"https://openalex.org/fields/33","display_name":"Social Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/service-recovery","display_name":"service recovery","score":0.9940000176429749},{"id":"https://openalex.org/keywords/service-failure","display_name":"service failure","score":0.8149999976158142},{"id":"https://openalex.org/keywords/classroom-teaching","display_name":"classroom teaching","score":0.6119999885559082},{"id":"https://openalex.org/keywords/student-emotional-responses","display_name":"student emotional responses","score":0.6790000200271606},{"id":"https://openalex.org/keywords/marketing-education","display_name":"marketing education","score":0.6000000238418579},{"id":"https://openalex.org/keywords/higher-education","display_name":"higher education","score":0.6209999918937683}],"concepts":[{"id":"https://openalex.org/C2775902765","wikidata":"https://www.wikidata.org/wiki/Q17080186","display_name":"Service recovery","level":4,"score":0.9122315645217896},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.7537587881088257},{"id":"https://openalex.org/C2780795282","wikidata":"https://www.wikidata.org/wiki/Q1221094","display_name":"Services marketing","level":3,"score":0.6157740354537964},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.5946701169013977},{"id":"https://openalex.org/C116537","wikidata":"https://www.wikidata.org/wiki/Q2169973","display_name":"Service provider","level":3,"score":0.557732880115509},{"id":"https://openalex.org/C15744967","wikidata":"https://www.wikidata.org/wiki/Q9418","display_name":"Psychology","level":0,"score":0.513400673866272},{"id":"https://openalex.org/C33756811","wikidata":"https://www.wikidata.org/wiki/Q7455756","display_name":"Service guarantee","level":5,"score":0.47857287526130676},{"id":"https://openalex.org/C39549134","wikidata":"https://www.wikidata.org/wiki/Q133080","display_name":"Public relations","level":1,"score":0.3995565176010132},{"id":"https://openalex.org/C61063171","wikidata":"https://www.wikidata.org/wiki/Q532781","display_name":"Service design","level":4,"score":0.38350194692611694},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.37506717443466187},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.18720248341560364},{"id":"https://openalex.org/C17744445","wikidata":"https://www.wikidata.org/wiki/Q36442","display_name":"Political science","level":0,"score":0.17607271671295166}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.1177/0273475307312195","doi":"https://doi.org/10.1177/0273475307312195","is_oa":false,"landing_page_url":"https://doi.org/10.1177/0273475307312195","pdf_url":null,"source":{"id":"https://openalex.org/S153861934","display_name":"Journal of Marketing Education","issn_l":"0273-4753","issn":["0273-4753","1552-6550"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["abdc-b","anvur-scientific","cwts-core","fnege-4","jufo-1","norway-1","poland-140","russia-white-list-1"],"host_organization":"https://openalex.org/P4310320017","host_organization_name":"SAGE Publishing","host_organization_lineage":["https://openalex.org/P4310320017"],"host_organization_lineage_names":["SAGE Publishing"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Journal of Marketing Education","raw_type":"journal-article"}],"best_oa_location":null,"sustainable_development_goals":[{"display_name":"Quality education","score":0.9235000014305115,"id":"https://metadata.un.org/sdg/4"}],"sustainable_development_goals_aurora":[{"display_name":"Quality education","score":0.6800000071525574,"id":"https://metadata.un.org/sdg/4"}],"study_designs":[],"awards":[],"funders":[],"has_content":{"pdf":false,"grobid_xml":false},"content_urls":null,"referenced_works_count":62,"referenced_works":["https://openalex.org/W180632166","https://openalex.org/W184728741","https://openalex.org/W188995525","https://openalex.org/W1526225581","https://openalex.org/W1531387534","https://openalex.org/W1646051861","https://openalex.org/W1941968273","https://openalex.org/W1968903117","https://openalex.org/W1971107992","https://openalex.org/W1971870746","https://openalex.org/W1979907230","https://openalex.org/W1988487435","https://openalex.org/W1993719478","https://openalex.org/W1995561053","https://openalex.org/W1997869247","https://openalex.org/W2005956583","https://openalex.org/W2006326782","https://openalex.org/W2018063455","https://openalex.org/W2018693602","https://openalex.org/W2021606694","https://openalex.org/W2027501190","https://openalex.org/W2027526741","https://openalex.org/W2029637601","https://openalex.org/W2031564884","https://openalex.org/W2032343783","https://openalex.org/W2037285256","https://openalex.org/W2040384293","https://openalex.org/W2040407388","https://openalex.org/W2042353493","https://openalex.org/W2044298660","https://openalex.org/W2047860167","https://openalex.org/W2059441062","https://openalex.org/W2064198781","https://openalex.org/W2067718403","https://openalex.org/W2077947807","https://openalex.org/W2080964048","https://openalex.org/W2081610940","https://openalex.org/W2084217512","https://openalex.org/W2090014697","https://openalex.org/W2126136942","https://openalex.org/W2138873997","https://openalex.org/W2145520874","https://openalex.org/W2146385426","https://openalex.org/W2150704053","https://openalex.org/W2152953165","https://openalex.org/W2163499812","https://openalex.org/W2164309533","https://openalex.org/W2165109419","https://openalex.org/W2254405668","https://openalex.org/W2313319791","https://openalex.org/W2327975117","https://openalex.org/W2337348437","https://openalex.org/W2404021404","https://openalex.org/W2494763794","https://openalex.org/W2508382158","https://openalex.org/W2566915329","https://openalex.org/W2988825292","https://openalex.org/W4231833933","https://openalex.org/W4237515526","https://openalex.org/W4244772430","https://openalex.org/W4245828609","https://openalex.org/W4255860275"],"related_works":["https://openalex.org/W2093904230","https://openalex.org/W2892177386","https://openalex.org/W2404021404","https://openalex.org/W2745898535","https://openalex.org/W4415841335","https://openalex.org/W2970788286","https://openalex.org/W3212309693","https://openalex.org/W2185857712","https://openalex.org/W2795552325","https://openalex.org/W2993849886"],"abstract_inverted_index":{"One":[0],"thing":[1],"that":[2,13,67],"higher":[3],"education":[4],"has":[5,36,74],"in":[6,28,38,114],"common":[7],"with":[8,110],"other":[9],"service":[10,14,50,58,72,103],"providers":[11],"is":[12,94],"failures":[15,51],"occur.":[16,52],"There":[17],"are":[18,22,117],"times":[19],"when":[20,48],"students":[21,93],"negatively":[23],"impacted":[24],"by":[25],"mistakes":[26,111],"made":[27],"the":[29,39,68,71,79,85,92,98,115],"classroom.":[30],"An":[31],"extensive":[32],"body":[33],"of":[34,41,70],"literature":[35],"developed":[37],"area":[40],"services":[42],"marketing":[43],"about":[44],"what":[45,88],"to":[46,91],"do":[47],"such":[49],"The":[53,64],"current":[54],"study":[55],"focuses":[56],"on":[57,78],"recovery":[59,104],"within":[60],"a":[61,75,101],"classroom":[62,116],"setting.":[63],"results":[65],"indicate":[66],"magnitude":[69],"failure":[73],"significant":[76],"impact":[77],"student's":[80],"emotional":[81,86],"response.":[82],"However,":[83],"beyond":[84],"response,":[87],"really":[89],"matters":[90],"whether":[95],"or":[96],"not":[97],"professor":[99],"implemented":[100],"successful":[102],"strategy.":[105],"Implications":[106],"for":[107],"professors":[108],"dealing":[109],"and":[112],"mishaps":[113],"discussed.":[118]},"counts_by_year":[{"year":2025,"cited_by_count":1},{"year":2024,"cited_by_count":1},{"year":2023,"cited_by_count":2},{"year":2022,"cited_by_count":2},{"year":2020,"cited_by_count":2},{"year":2019,"cited_by_count":1},{"year":2018,"cited_by_count":2},{"year":2016,"cited_by_count":2},{"year":2015,"cited_by_count":3},{"year":2014,"cited_by_count":4},{"year":2013,"cited_by_count":4},{"year":2012,"cited_by_count":3}],"updated_date":"2026-10-16T09:59:22.235173","created_date":"2016-06-24T00:00:00"}