Umar, Rana Muhammad - In: South Asian journal of marketing 4 (2023) 1, pp. 74-91
Purpose - This paper investigated the impact of firms’ service recovery efforts on consumers’ desire to reciprocate and … between service recovery efforts and their outcomes. Design/methodology/approach - Using snowball sampling technique, an … hypotheses. Findings - The results indicate that perceived justice significantly mediates the effect of service recovery efforts …