{"id":"https://openalex.org/W2318429151","doi":"https://doi.org/10.1080/19368623.2016.1171189","title":"Recovering from Other-Customer-Caused Failure: The Effect on Focal Customer Complaining","display_name":"Recovering from Other-Customer-Caused Failure: The Effect on Focal Customer Complaining","publication_year":2016,"publication_date":"2016-04-06","ids":{"openalex":"https://openalex.org/W2318429151","doi":"https://doi.org/10.1080/19368623.2016.1171189","mag":"2318429151"},"language":"en","primary_location":{"id":"doi:10.1080/19368623.2016.1171189","doi":"https://doi.org/10.1080/19368623.2016.1171189","is_oa":false,"landing_page_url":"https://doi.org/10.1080/19368623.2016.1171189","pdf_url":null,"source":{"id":"https://openalex.org/S118298121","display_name":"Journal of Hospitality Marketing & Management","issn_l":"1936-8623","issn":["1936-8623","1936-8631"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["abdc-a","anvur-class-a","anvur-scientific","cwts-core","erih-plus","fnege-4","jufo-1","norway-1","poland-100","russia-white-list-1","vabb-shw"],"host_organization":"https://openalex.org/P4310320547","host_organization_name":"Taylor & Francis","host_organization_lineage":["https://openalex.org/P4310320547","https://openalex.org/P4310320449"],"host_organization_lineage_names":["Taylor & Francis","Informa"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Journal of Hospitality Marketing &amp; Management","raw_type":"journal-article"},"volume":null,"type":"article","indexed_in":["crossref"],"open_access":{"is_oa":true,"oa_status":"green","oa_url":"https://figshare.com/articles/journal_contribution/Recovering_from_other-customer-caused_failure_the_effect_on_focal_customer_complaining/20879884","any_repository_has_fulltext":true},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5052098537","display_name":"Lisa McQuilken","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I149704539","display_name":"Deakin University","ror":"https://ror.org/02czsnj07","country_code":"AU","type":"education","lineage":["https://openalex.org/I149704539"]}],"countries":["AU"],"is_corresponding":true,"raw_author_name":"Lisa McQuilken","raw_affiliation_strings":["Department of Marketing, Deakin University, Burwood, Victoria, Australia"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Department of Marketing, Deakin University, Burwood, Victoria, Australia","institution_ids":["https://openalex.org/I149704539"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5075817156","display_name":"Nichola L. Robertson","orcid":"https://orcid.org/0000-0002-9564-0945","observed_orcids":["https://orcid.org/0000-0002-9564-0945"]},"institutions":[{"id":"https://openalex.org/I149704539","display_name":"Deakin University","ror":"https://ror.org/02czsnj07","country_code":"AU","type":"education","lineage":["https://openalex.org/I149704539"]}],"countries":["AU"],"is_corresponding":false,"raw_author_name":"Nichola Robertson","raw_affiliation_strings":["Department of Marketing, Deakin University, Burwood, Victoria, Australia"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Department of Marketing, Deakin University, Burwood, Victoria, Australia","institution_ids":["https://openalex.org/I149704539"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5027657372","display_name":"Michael Jay Polonsky","orcid":"https://orcid.org/0000-0003-2395-1311","observed_orcids":["https://orcid.org/0000-0003-2395-1311"]},"institutions":[{"id":"https://openalex.org/I149704539","display_name":"Deakin University","ror":"https://ror.org/02czsnj07","country_code":"AU","type":"education","lineage":["https://openalex.org/I149704539"]}],"countries":["AU"],"is_corresponding":false,"raw_author_name":"Michael Polonsky","raw_affiliation_strings":["Department of Marketing, Deakin University, Burwood, Victoria, Australia"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Department of Marketing, Deakin University, Burwood, Victoria, Australia","institution_ids":["https://openalex.org/I149704539"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":1,"corresponding_author_ids":["https://openalex.org/A5052098537"],"corresponding_institution_ids":["https://openalex.org/I149704539"],"apc_list":null,"apc_paid":null,"fwci":4.5359,"has_fulltext":false,"cited_by_count":22,"citation_normalized_percentile":{"value":0.93956969,"is_in_top_1_percent":false,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":89,"max":98},"biblio":{"volume":"26","issue":"1","first_page":"83","last_page":"104"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9994999766349792,"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":0.9994999766349792,"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/T12128","display_name":"AI in Service Interactions","score":0.00019999999494757503,"subfield":{"id":"https://openalex.org/subfields/1702","display_name":"Artificial Intelligence"},"field":{"id":"https://openalex.org/fields/17","display_name":"Computer Science"},"domain":{"id":"https://openalex.org/domains/3","display_name":"Physical Sciences"}},{"id":"https://openalex.org/T11114","display_name":"Service and Product Innovation","score":0.00019999999494757503,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/service-recovery","display_name":"service recovery","score":0.8870000243186951},{"id":"https://openalex.org/keywords/emotional-venting","display_name":"venting","score":0.8080000281333923},{"id":"https://openalex.org/keywords/voicing","display_name":"voicing","score":0.8069999814033508},{"id":"https://openalex.org/keywords/apology","display_name":"apology","score":0.9760000109672546},{"id":"https://openalex.org/keywords/high-contact-services","display_name":"high-contact services","score":0.6919999718666077}],"concepts":[{"id":"https://openalex.org/C2780838233","wikidata":"https://www.wikidata.org/wiki/Q836925","display_name":"Complaint","level":2,"score":0.8262176513671875},{"id":"https://openalex.org/C2775902765","wikidata":"https://www.wikidata.org/wiki/Q17080186","display_name":"Service recovery","level":4,"score":0.7763841152191162},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.6883364915847778},{"id":"https://openalex.org/C2779343474","wikidata":"https://www.wikidata.org/wiki/Q3109175","display_name":"Context (archaeology)","level":2,"score":0.6363570690155029},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.6023624539375305},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.588361918926239},{"id":"https://openalex.org/C101276457","wikidata":"https://www.wikidata.org/wiki/Q5196474","display_name":"Customer retention","level":4,"score":0.5033754706382751},{"id":"https://openalex.org/C77197577","wikidata":"https://www.wikidata.org/wiki/Q17009646","display_name":"Customer delight","level":5,"score":0.4383188486099243},{"id":"https://openalex.org/C120936955","wikidata":"https://www.wikidata.org/wiki/Q2155640","display_name":"Empirical research","level":2,"score":0.4330671429634094},{"id":"https://openalex.org/C2780791683","wikidata":"https://www.wikidata.org/wiki/Q846785","display_name":"Action (physics)","level":2,"score":0.43280771374702454},{"id":"https://openalex.org/C112698675","wikidata":"https://www.wikidata.org/wiki/Q37038","display_name":"Advertising","level":1,"score":0.42417556047439575},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.2225019335746765},{"id":"https://openalex.org/C121332964","wikidata":"https://www.wikidata.org/wiki/Q413","display_name":"Physics","level":0,"score":0.0},{"id":"https://openalex.org/C138885662","wikidata":"https://www.wikidata.org/wiki/Q5891","display_name":"Philosophy","level":0,"score":0.0},{"id":"https://openalex.org/C199539241","wikidata":"https://www.wikidata.org/wiki/Q7748","display_name":"Law","level":1,"score":0.0},{"id":"https://openalex.org/C86803240","wikidata":"https://www.wikidata.org/wiki/Q420","display_name":"Biology","level":0,"score":0.0},{"id":"https://openalex.org/C111472728","wikidata":"https://www.wikidata.org/wiki/Q9471","display_name":"Epistemology","level":1,"score":0.0},{"id":"https://openalex.org/C151730666","wikidata":"https://www.wikidata.org/wiki/Q7205","display_name":"Paleontology","level":1,"score":0.0},{"id":"https://openalex.org/C62520636","wikidata":"https://www.wikidata.org/wiki/Q944","display_name":"Quantum mechanics","level":1,"score":0.0},{"id":"https://openalex.org/C17744445","wikidata":"https://www.wikidata.org/wiki/Q36442","display_name":"Political science","level":0,"score":0.0}],"mesh":[],"locations_count":2,"locations":[{"id":"doi:10.1080/19368623.2016.1171189","doi":"https://doi.org/10.1080/19368623.2016.1171189","is_oa":false,"landing_page_url":"https://doi.org/10.1080/19368623.2016.1171189","pdf_url":null,"source":{"id":"https://openalex.org/S118298121","display_name":"Journal of Hospitality Marketing & Management","issn_l":"1936-8623","issn":["1936-8623","1936-8631"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["abdc-a","anvur-class-a","anvur-scientific","cwts-core","erih-plus","fnege-4","jufo-1","norway-1","poland-100","russia-white-list-1","vabb-shw"],"host_organization":"https://openalex.org/P4310320547","host_organization_name":"Taylor & Francis","host_organization_lineage":["https://openalex.org/P4310320547","https://openalex.org/P4310320449"],"host_organization_lineage_names":["Taylor & Francis","Informa"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Journal of Hospitality Marketing &amp; Management","raw_type":"journal-article"},{"id":"pmh:oai:figshare.com:article/20879884","doi":null,"is_oa":true,"landing_page_url":"https://figshare.com/articles/journal_contribution/Recovering_from_other-customer-caused_failure_the_effect_on_focal_customer_complaining/20879884","pdf_url":null,"source":{"id":"https://openalex.org/S4377196282","display_name":"Figshare","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I4210132348","host_organization_name":"Figshare (United Kingdom)","host_organization_lineage":["https://openalex.org/I4210132348"],"host_organization_lineage_names":[],"type":"repository"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":null,"raw_type":"Text"}],"best_oa_location":{"id":"pmh:oai:figshare.com:article/20879884","doi":null,"is_oa":true,"landing_page_url":"https://figshare.com/articles/journal_contribution/Recovering_from_other-customer-caused_failure_the_effect_on_focal_customer_complaining/20879884","pdf_url":null,"source":{"id":"https://openalex.org/S4377196282","display_name":"Figshare","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I4210132348","host_organization_name":"Figshare (United Kingdom)","host_organization_lineage":["https://openalex.org/I4210132348"],"host_organization_lineage_names":[],"type":"repository"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":null,"raw_type":"Text"},"sustainable_development_goals":[],"sustainable_development_goals_aurora":[],"study_designs":[],"awards":[],"funders":[],"has_content":{"grobid_xml":false,"pdf":false},"content_urls":null,"referenced_works_count":86,"referenced_works":["https://openalex.org/W74126506","https://openalex.org/W107548767","https://openalex.org/W633521605","https://openalex.org/W1491087240","https://openalex.org/W1496065774","https://openalex.org/W1499051563","https://openalex.org/W1524551917","https://openalex.org/W1524881074","https://openalex.org/W1530788524","https://openalex.org/W1535685610","https://openalex.org/W1537998793","https://openalex.org/W1549054775","https://openalex.org/W1560880354","https://openalex.org/W1578767081","https://openalex.org/W1599449303","https://openalex.org/W1967458030","https://openalex.org/W1982510764","https://openalex.org/W1984210809","https://openalex.org/W1985446825","https://openalex.org/W1986786777","https://openalex.org/W1988487435","https://openalex.org/W1991227963","https://openalex.org/W1995561053","https://openalex.org/W1997259208","https://openalex.org/W2002027130","https://openalex.org/W2005956583","https://openalex.org/W2009857848","https://openalex.org/W2012732963","https://openalex.org/W2014497877","https://openalex.org/W2014723826","https://openalex.org/W2014791517","https://openalex.org/W2027218035","https://openalex.org/W2031408566","https://openalex.org/W2038125955","https://openalex.org/W2040384293","https://openalex.org/W2043947871","https://openalex.org/W2047360494","https://openalex.org/W2050239198","https://openalex.org/W2053385116","https://openalex.org/W2056549354","https://openalex.org/W2061829091","https://openalex.org/W2062193161","https://openalex.org/W2063305741","https://openalex.org/W2065517342","https://openalex.org/W2067718403","https://openalex.org/W2068838583","https://openalex.org/W2072117561","https://openalex.org/W2072347397","https://openalex.org/W2076403127","https://openalex.org/W2082768513","https://openalex.org/W2086280861","https://openalex.org/W2095280480","https://openalex.org/W2103294976","https://openalex.org/W2119720514","https://openalex.org/W2119833794","https://openalex.org/W2121689139","https://openalex.org/W2127090861","https://openalex.org/W2130355173","https://openalex.org/W2130895347","https://openalex.org/W2132838692","https://openalex.org/W2134418622","https://openalex.org/W2140374507","https://openalex.org/W2145286936","https://openalex.org/W2146272101","https://openalex.org/W2146385426","https://openalex.org/W2153303381","https://openalex.org/W2154070348","https://openalex.org/W2164700505","https://openalex.org/W2311409779","https://openalex.org/W2313319791","https://openalex.org/W2316238031","https://openalex.org/W2316552461","https://openalex.org/W2398117206","https://openalex.org/W2411012074","https://openalex.org/W2485534796","https://openalex.org/W2496881573","https://openalex.org/W2736942778","https://openalex.org/W2895084344","https://openalex.org/W3006177916","https://openalex.org/W3150852153","https://openalex.org/W4233455767","https://openalex.org/W4237863917","https://openalex.org/W4248200696","https://openalex.org/W4296289882","https://openalex.org/W4297081765","https://openalex.org/W4298304389"],"related_works":["https://openalex.org/W1530788524","https://openalex.org/W3032281654","https://openalex.org/W2356214129","https://openalex.org/W1413767026","https://openalex.org/W3093089892","https://openalex.org/W2063305741","https://openalex.org/W4311964483","https://openalex.org/W1157729699","https://openalex.org/W618902382","https://openalex.org/W2064198781"],"abstract_inverted_index":{"In":[0],"the":[1,40,77,80],"high-contact":[2],"restaurant":[3],"context,":[4],"customers":[5,12],"frequently":[6],"\u201coverstay,\u201d":[7],"which":[8],"negatively":[9],"influences":[10],"focal":[11,35,91],"waiting":[13],"for":[14],"tables.":[15],"We":[16,72,98],"examine":[17],"service":[18,56],"recovery":[19,69,81,102,141],"of":[20,67,79,83],"this":[21,74],"failure,":[22],"otherwise":[23],"termed":[24],"an":[25,128],"other-customer-caused":[26],"failure":[27],"(OCCF)":[28],"by":[29,75],"restaurants,":[30],"and":[31,44,49,58,88,94,116],"its":[32],"influence":[33],"on":[34,55,90],"customer":[36,112],"complaint":[37,96],"intentions":[38],"to":[39,61],"organization,":[41],"namely":[42],"vent":[43,93],"voice.":[45],"OCCFs":[46],"are":[47,118],"commonplace":[48],"can":[50],"have":[51],"a":[52,121,140],"damaging":[53],"effect":[54,78],"organizations,":[57],"thus":[59],"need":[60],"be":[62],"managed;":[63],"yet":[64],"empirical":[65],"examination":[66],"their":[68],"is":[70,108,124,127],"scarce.":[71],"address":[73],"testing":[76],"actions":[82,103],"wait":[84,123,132],"comfort,":[85],"service-worker":[86],"effort,":[87],"apology":[89,117],"customers\u2019":[92],"voice":[95],"intentions.":[97],"found":[99],"that":[100],"these":[101],"interact":[104],"complexly.":[105],"Wait":[106],"comfort":[107,133],"obligatory":[109],"in":[110],"reducing":[111],"complaints,":[113],"while":[114],"effort":[115],"substitutable":[119],"when":[120],"comfortable":[122],"provided.":[125],"This":[126],"important":[129],"contribution,":[130],"as":[131,139],"has":[134],"not":[135],"previously":[136],"been":[137],"examined":[138],"action.":[142]},"counts_by_year":[{"year":2026,"cited_by_count":1},{"year":2025,"cited_by_count":2},{"year":2024,"cited_by_count":1},{"year":2023,"cited_by_count":2},{"year":2022,"cited_by_count":2},{"year":2021,"cited_by_count":5},{"year":2020,"cited_by_count":2},{"year":2019,"cited_by_count":2},{"year":2018,"cited_by_count":2},{"year":2017,"cited_by_count":3}],"updated_date":"2026-10-14T16:39:01.820549","created_date":"2016-06-24T00:00:00"}
