Service recovery, justice perception, and forgiveness : the "other customers" perspectives
Year of publication: |
January-March 2018
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Authors: | Shin, Hyunju ; Casidy, Riza ; Mattila, Anna S. |
Published in: |
Services marketing quarterly. - New York, NY : Haworth Press, ISSN 1533-2969, ZDB-ID 2050792-6. - Vol. 39.2018, 1, p. 1-21
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Subject: | Distributive justice | forgiveness | interactional justice | other customers | service failure | service recovery | Dienstleistungsqualität | Service quality | Beschwerdemanagement | Complaint management | Kundenservice | Customer service | Gerechtigkeit | Justice | Verteilungsgerechtigkeit | Kundenzufriedenheit | Customer satisfaction | Konsumentenverhalten | Consumer behaviour | Beziehungsmarketing | Relationship marketing | Rawls-Gerechtigkeitstheorie | Rawls's theory of justice |
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