Mediating role of customer forgiveness between perceived justice and satisfaction
Year of publication: |
2020
|
---|---|
Authors: | Muhammad, Lakhi ; Gul-E-Rana |
Published in: |
Journal of retailing and consumer services. - Amsterdam [u.a.] : Elsevier, ISSN 0969-6989, ZDB-ID 1204385-0. - Vol. 52.2020, p. 1-7
|
Subject: | Customer forgiveness | Perceived justice | Relationship satisfaction | Service recovery | Structural equation modelling | Kundenzufriedenheit | Customer satisfaction | Dienstleistungsqualität | Service quality | Beziehungsmarketing | Relationship marketing | Strukturgleichungsmodell | Structural equation model | Gerechtigkeit | Justice | Konsumentenverhalten | Consumer behaviour | Beschwerdemanagement | Complaint management | Arbeitszufriedenheit | Job satisfaction |
-
Pai, Fan-Yun, (2015)
-
Does relationship matter? : customers' response to service failure
Tsai, Chia-ching, (2014)
-
Gohary, Ali, (2016)
- More ...
-
Do service firm employee and customer relations matter for customer forgiveness in service recovery?
Muhammad, Lakhi, (2019)
-
Impact of employee perceptions of mistreatment on organizational performance in the hotel industry
Sarwar, Aisha, (2020)
-
Impact of organizational mistreatment on employee performance in the hotel industry
Sarwar, Aisha, (2020)
- More ...