Celso Augusto de Matos

Service Recovery Paradox: A Meta-Analysis

Celso Augusto de Matos, Jorge Luiz Henrique, Carlos Alberto Vargas Rossi · Journal of Service Research · 2007 · 315 citations

Customer Satisfaction, Consumer Research, Service Quality +16

Consumer reaction to service failure and recovery: the moderating role of attitude toward complaining

Celso Augusto de Matos, Carlos Alberto Vargas Rossi, Ricardo Teixeira Veiga et al. · Journal of Services Marketing · 2009 · 176 citations

Customer Satisfaction, Consumer Research, Problem Severity +16

Customer reactions to service failure and recovery in the banking industry: the influence of switching costs

Celso Augusto de Matos, Jorge Luiz Henrique, Fernando de Rosa · Journal of Services Marketing · 2013 · 114 citations

Customer Satisfaction, Banking Industry, Customer Reactions +22

Impulse buying behaviour in omnichannel retail: an approach through the stimulus-organism-response theory

Marcelo Lisboa Pereira, Martin de La Martinière Petroll, João Coelho Soares et al. · International Journal of Retail & Distribution Management · 2022 · 84 citations

Customer Satisfaction, Behavioral Decision Making, Consumer Study +20

The different roles of switching costs on the satisfaction‐loyalty relationship

Celso Augusto de Matos, Jorge Luiz Henrique, Fernando de Rosa · International Journal of Bank Marketing · 2009 · 81 citations

Relationship Marketing, Customer Satisfaction, Satisfaction‐loyalty Relationship +14