Lee, Joseph Lok-Man; Siu, Noel Yee-Man; Zhang, Tracy … - In: Journal of Consumer Marketing 37 (2020) 7, pp. 843-854
Purpose: Can we always expect that service recovery justice leads to satisfaction? Literature has shown that a number of moderating factors impact the recovery justice-satisfaction link in different cultures. However, there is a dearth of research that has indicated the key cultural variables...