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The Roles of Justice and Customer Satisfaction in Customer Retention: A Lesson from Service Recovery

Siu, Noel; Zhang, Tracy; Yau, Cheuk-Ying - In: Journal of Business Ethics 114 (2013) 4, pp. 675-686

Customers complain because they want to be treated fairly by the company when a service failure occurs. The role of perceived complaint justice and its relation to customer satisfaction has been discussed and researched. However, a static view is mostly adopted in previous literature. We argue...

Persistent link: https://www.econbiz.de/10010868205

Rethinking the Value of Business Ethics: Introduction on the Special Issue

Chan, Allan; Chang, Ludwig; Luk, Vivienne; Siu, Noel - In: Journal of Business Ethics 91 (2010) 1, pp. 1-2

Persistent link: https://www.econbiz.de/10008776678

Does East Meet West in Business Ethics: An Introduction to the Special Issue

Donleavy, Gabriel; Lam, Kit-Chun; Ho, Simon - In: Journal of Business Ethics 79 (2008) 1, pp. 1-8

Persistent link: https://www.econbiz.de/10005719603

Business Ethics in Greater China: An Introduction

Chan, Allan; Ip, Po-Keung; Lam, Kit-Chun - In: Journal of Business Ethics 88 (2009) 1, pp. 1-9

Persistent link: https://www.econbiz.de/10004999675

Factors Affecting Ethical Attitudes in Mainland China and Hong Kong

Lam, Kit-Chun; Shi, Guicheng; Shi, Guicheng - In: Journal of Business Ethics 77 (2008) 4, pp. 463-479

Persistent link: https://www.econbiz.de/10005680893

The Structure of Trust in China and the U.S.

Chan, Ho-Kong; Lam, Kit-Chun; Liu, Pak-Wai - In: Journal of Business Ethics 100 (2011) 4, pp. 553-566

Persistent link: https://www.econbiz.de/10009150412