{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2026,3,5]],"date-time":"2026-03-05T09:59:01Z","timestamp":1772704741270,"version":"3.50.1"},"reference-count":100,"publisher":"Emerald","issue":"8","license":[{"start":{"date-parts":[[2009,7,17]],"date-time":"2009-07-17T00:00:00Z","timestamp":1247788800000},"content-version":"tdm","delay-in-days":0,"URL":"http:\/\/www.emeraldinsight.com\/page\/tdm"}],"content-domain":{"domain":[],"crossmark-restriction":false},"short-container-title":["Int Jrnl of Op &amp; Prod Mnagemnt"],"published-print":{"date-parts":[[2009,7,17]]},"DOI":"10.1108\/01443570910977715","type":"journal-article","created":{"date-parts":[[2009,7,11]],"date-time":"2009-07-11T07:04:47Z","timestamp":1247295887000},"page":"834-864","source":"Crossref","is-referenced-by-count":88,"title":["The effects of service failures and recovery on customer loyalty in e\u2010services"],"prefix":"10.1108","volume":"29","author":[{"given":"Rui","family":"Sousa","sequence":"first","affiliation":[]},{"given":"Christopher A.","family":"Voss","sequence":"additional","affiliation":[]}],"member":"140","reference":[{"key":"b1","doi-asserted-by":"publisher","DOI":"10.1108\/09604520210415362"},{"key":"b2","doi-asserted-by":"publisher","DOI":"10.1177\/109467050141004"},{"key":"b4","doi-asserted-by":"publisher","DOI":"10.1287\/mnsc.1050.0440"},{"key":"b6","doi-asserted-by":"publisher","DOI":"10.2307\/1252174"},{"key":"b7","doi-asserted-by":"publisher","DOI":"10.1177\/0092070300281013"},{"key":"b8","doi-asserted-by":"publisher","DOI":"10.5465\/AME.2002.8951333"},{"key":"b9","doi-asserted-by":"publisher","DOI":"10.1016\/0022-4359(93)90015-B"},{"key":"b10","doi-asserted-by":"publisher","DOI":"10.1177\/0092070304263341"},{"key":"b11","doi-asserted-by":"publisher","DOI":"10.1108\/09564239810199932"},{"key":"b12","doi-asserted-by":"publisher","DOI":"10.2307\/3172510"},{"key":"b14","doi-asserted-by":"publisher","DOI":"10.1016\/j.jom.2005.01.003"},{"key":"b13","doi-asserted-by":"publisher","DOI":"10.1016\/S0272-6963(01)00093-6"},{"key":"b15","doi-asserted-by":"publisher","DOI":"10.1016\/S0148-2963(00)00171-5"},{"key":"b17","unstructured":"Cho, Y., Im, I. and Hiltz, R. (2003), \u201cThe impact of e\u2010services failures and customer complaints on electronic commerce customer relationship management\u201d,Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, Vol. 16, pp. 106\u201018."},{"key":"b18","doi-asserted-by":"publisher","DOI":"10.1108\/09564230110393211"},{"key":"b19","doi-asserted-by":"publisher","DOI":"10.1177\/1094670506295849"},{"key":"b20","unstructured":"Collier, J. and Bienstock, J. (2006a), \u201cHow do customers judge quality in an e\u2010tailer?\u201d,MIT Sloan Management Review, Vol. 48 No. 1, pp. 35\u201040."},{"key":"b21","doi-asserted-by":"publisher","DOI":"10.1177\/1094670505278867"},{"key":"b22","doi-asserted-by":"publisher","DOI":"10.1111\/j.1937-5956.2004.tb00220.x"},{"key":"b23","doi-asserted-by":"publisher","DOI":"10.1016\/S0022-4359(00)00028-2"},{"key":"b24","doi-asserted-by":"publisher","DOI":"10.1177\/0092070302303001"},{"key":"b25","doi-asserted-by":"publisher","DOI":"10.1016\/S0022-4359(00)00029-4"},{"key":"b26","doi-asserted-by":"publisher","DOI":"10.1177\/1094670503257048"},{"key":"b27","doi-asserted-by":"crossref","unstructured":"Dick, A. and Basu, K. (1994), \u201cCustomer loyalty: toward an integrated conceptual framework\u201d,Journal of Marketing Research, Vol. 27 No. 4, pp. 485\u201093.","DOI":"10.1177\/0092070394222001"},{"key":"b28","doi-asserted-by":"publisher","DOI":"10.1007\/s11747-007-0059-8"},{"key":"b29","doi-asserted-by":"publisher","DOI":"10.1177\/109467050133001"},{"key":"b30","doi-asserted-by":"publisher","DOI":"10.1108\/02652320610649923"},{"key":"b31","doi-asserted-by":"publisher","DOI":"10.1177\/1094670506289531"},{"key":"b32","unstructured":"Firnstahl, T. (1989), \u201cEmployees are my service guarantee\u201d,Harvard Business Review, Vol. 67 No. 4, pp. 28\u201032."},{"key":"b33","doi-asserted-by":"publisher","DOI":"10.1108\/08876040510609907"},{"key":"b34","unstructured":"Fram, E. and Grady, D. (1995), \u201cInternet buyers: will the surfers become buyers?\u201d,Direct Marketing, Vol. 58 No. 6, pp. 63\u20105."},{"key":"b35","doi-asserted-by":"publisher","DOI":"10.1108\/09564230610656999"},{"key":"b36","doi-asserted-by":"publisher","DOI":"10.1016\/0148-2963(92)90014-3"},{"key":"b38","unstructured":"Gronroos, C. (1988), \u201cService quality: the six criteria of good perceived service quality\u201d,Review of Business, Winter, Vol. 9, pp. 10\u201013."},{"key":"b39","doi-asserted-by":"publisher","DOI":"10.1108\/09564230410552059"},{"key":"b41","doi-asserted-by":"publisher","DOI":"10.1177\/109467059913004"},{"key":"b42","doi-asserted-by":"publisher","DOI":"10.1016\/j.jbusres.2005.10.005"},{"key":"b43","doi-asserted-by":"publisher","DOI":"10.1111\/j.1937-5956.2002.tb00182.x"},{"key":"b44","doi-asserted-by":"publisher","DOI":"10.1111\/j.1937-5956.1999.tb00305.x"},{"key":"b45","doi-asserted-by":"publisher","DOI":"10.1177\/109467050134002"},{"key":"b46","doi-asserted-by":"publisher","DOI":"10.1287\/mnsc.48.6.732.188"},{"key":"b48","doi-asserted-by":"publisher","DOI":"10.1108\/08876049510086017"},{"key":"b49","doi-asserted-by":"publisher","DOI":"10.1145\/299157.299175"},{"key":"b50","doi-asserted-by":"publisher","DOI":"10.1177\/1094670503254288"},{"key":"b51","doi-asserted-by":"publisher","DOI":"10.1108\/01443579910247383"},{"key":"b52","doi-asserted-by":"publisher","DOI":"10.1108\/01443570510633666"},{"key":"b54","doi-asserted-by":"publisher","DOI":"10.1080\/02642069900000019"},{"key":"b55","doi-asserted-by":"publisher","DOI":"10.1108\/01443570810841112"},{"key":"b56","doi-asserted-by":"publisher","DOI":"10.1287\/mnsc.45.4.533"},{"key":"b57","doi-asserted-by":"publisher","DOI":"10.1177\/0092070394221005"},{"key":"b58","doi-asserted-by":"publisher","DOI":"10.1016\/0022-4359(93)90016-C"},{"key":"b64","doi-asserted-by":"publisher","DOI":"10.1177\/109467050032002"},{"key":"b61","doi-asserted-by":"publisher","DOI":"10.1108\/08876040710746561"},{"key":"b62","doi-asserted-by":"publisher","DOI":"10.1177\/1094670507303012"},{"key":"b63","doi-asserted-by":"publisher","DOI":"10.1108\/09564230410532475"},{"key":"b66","doi-asserted-by":"publisher","DOI":"10.1509\/jmkg.64.3.50.18024"},{"key":"b68","doi-asserted-by":"publisher","DOI":"10.1108\/09564230110382754"},{"key":"b69","doi-asserted-by":"publisher","DOI":"10.1108\/09564230810891897"},{"key":"b70","doi-asserted-by":"publisher","DOI":"10.1016\/S0272-6963(00)00032-2"},{"key":"b71","doi-asserted-by":"publisher","DOI":"10.1111\/j.1540-5915.2007.00157.x"},{"key":"b73","doi-asserted-by":"publisher","DOI":"10.1080\/02642060701453130"},{"key":"b75","doi-asserted-by":"publisher","DOI":"10.2307\/1252099"},{"key":"b76","doi-asserted-by":"publisher","DOI":"10.1016\/S0022-4359(97)90021-X"},{"key":"b77","doi-asserted-by":"publisher","DOI":"10.1287\/mksc.1050.0173"},{"key":"b78","doi-asserted-by":"publisher","DOI":"10.1177\/1094670504271156"},{"key":"b79","doi-asserted-by":"publisher","DOI":"10.1037\/0021-9010.88.5.879"},{"key":"b80","doi-asserted-by":"publisher","DOI":"10.1108\/01443570610710597"},{"key":"b81","doi-asserted-by":"publisher","DOI":"10.1111\/j.0011-7315.2004.02611.x"},{"key":"b82","doi-asserted-by":"publisher","DOI":"10.1108\/09564230310489231"},{"key":"b83","unstructured":"Reichheld, F. and Sasser, W. (1990), \u201cZero defections: quality comes to services\u201d,Harvard Business Review, Vol. 68 No. 5, pp. 105\u201011."},{"key":"b84","unstructured":"Reichheld, F. and Schefter, P. (2000), \u201cE\u2010loyalty: your secret weapon on the web\u201d,Harvard Business Review, July\u2010August, Vol. 78, pp. 105\u201014."},{"key":"b85","doi-asserted-by":"publisher","DOI":"10.1177\/109467059921006"},{"key":"b86","doi-asserted-by":"publisher","DOI":"10.1111\/j.1937-5956.2003.tb00498.x"},{"key":"b87","doi-asserted-by":"publisher","DOI":"10.1177\/0092070300281008"},{"key":"b89","doi-asserted-by":"publisher","DOI":"10.2307\/1252073"},{"key":"b90","doi-asserted-by":"publisher","DOI":"10.1177\/1094670508319091"},{"key":"b92","doi-asserted-by":"publisher","DOI":"10.1177\/109467059800100106"},{"key":"b93","doi-asserted-by":"publisher","DOI":"10.2307\/3152082"},{"key":"b94","doi-asserted-by":"publisher","DOI":"10.1108\/09564230310474174"},{"key":"b95","doi-asserted-by":"publisher","DOI":"10.1108\/09564230610651598"},{"key":"b96","doi-asserted-by":"publisher","DOI":"10.1177\/1094670506286324"},{"key":"b97","doi-asserted-by":"publisher","DOI":"10.1108\/01443570810881776"},{"key":"b98","unstructured":"Spreng, R. (1995), \u201cInternational consumer behavior: its impact on marketing strategy development\u201d,Journal of International Marketing, Vol. 3 No. 3, pp. 118\u201020."},{"key":"b99","doi-asserted-by":"publisher","DOI":"10.1108\/08876049510079853"},{"key":"b100","unstructured":"Tax, S. and Brown, S. (1998), \u201cRecovering and learning from service failure\u201d,Sloan Management Review, Fall, pp. 75\u201088."},{"key":"b101","doi-asserted-by":"publisher","DOI":"10.2307\/1252161"},{"key":"b102","unstructured":"Urban, G., Sultan, F. and Qualls, W. (2000), \u201cPlacing trust at the center of your internet strategy\u201d,Sloan Management Review, Vol. 42 No. 1, pp. 39\u201048."},{"key":"b103","doi-asserted-by":"publisher","DOI":"10.1287\/mnsc.46.2.186.11926"},{"key":"b104","doi-asserted-by":"publisher","DOI":"10.2307\/41166274"},{"key":"b105","doi-asserted-by":"publisher","DOI":"10.1111\/1467-8616.00163"},{"key":"b106","doi-asserted-by":"publisher","DOI":"10.1108\/01443570310453271"},{"key":"b107","doi-asserted-by":"publisher","DOI":"10.1108\/09564230210421173"},{"key":"b108","doi-asserted-by":"crossref","unstructured":"Warrington, T., Abgrab, N. and Caldwell, H. (2000), \u201cBuilding trust to develop competitive advantage in e\u2010business relationships\u201d,Consumer Research, Vol. 10 No. 2, pp. 160\u20108.","DOI":"10.1108\/eb046409"},{"key":"b109","doi-asserted-by":"publisher","DOI":"10.1108\/08876040410528737"},{"key":"b111","doi-asserted-by":"publisher","DOI":"10.1016\/S0022-4359(03)00034-4"},{"key":"b112","doi-asserted-by":"publisher","DOI":"10.1177\/1094670502004004003"},{"key":"b113","unstructured":"Yoo, B. and Donthu, N. (2001), \u201cDeveloping a scale to measure the perceived quality of an internet shopping site (SITEQUAL)\u201d,Quarterly Journal of Electronic Commerce, Vol. 2 No. 1, pp. 31\u201046."},{"key":"b114","doi-asserted-by":"publisher","DOI":"10.2307\/1251929"},{"key":"b115","doi-asserted-by":"publisher","DOI":"10.1177\/009207002236911"},{"key":"b117","doi-asserted-by":"publisher","DOI":"10.1111\/j.0011-7315.2004.02597.x"}],"container-title":["International Journal of Operations &amp; Production Management"],"original-title":[],"language":"en","link":[{"URL":"http:\/\/www.emeraldinsight.com\/doi\/full-xml\/10.1108\/01443570910977715","content-type":"unspecified","content-version":"vor","intended-application":"text-mining"},{"URL":"http:\/\/www.emeraldinsight.com\/doi\/full\/10.1108\/01443570910977715","content-type":"unspecified","content-version":"vor","intended-application":"similarity-checking"}],"deposited":{"date-parts":[[2025,7,24]],"date-time":"2025-07-24T23:55:42Z","timestamp":1753401342000},"score":1,"resource":{"primary":{"URL":"http:\/\/www.emerald.com\/ijopm\/article\/29\/8\/834-864\/144519"}},"subtitle":["An empirical investigation"],"short-title":[],"issued":{"date-parts":[[2009,7,17]]},"references-count":100,"journal-issue":{"issue":"8","published-print":{"date-parts":[[2009,7,17]]}},"alternative-id":["10.1108\/01443570910977715"],"URL":"https:\/\/doi.org\/10.1108\/01443570910977715","relation":{},"ISSN":["0144-3577"],"issn-type":[{"value":"0144-3577","type":"print"}],"subject":[],"published":{"date-parts":[[2009,7,17]]}}}