Siu, Noel; Zhang, Tracy; Yau, Cheuk-Ying - In: Journal of Business Ethics 114 (2013) 4, pp. 675-686
perceived complaint justice and its relation to customer satisfaction has been discussed and researched. However, a static view …-recovery satisfaction should be looked at in relation to complaint justice in the context of service recovery. This study attempts to fill … the gap by investigating the mediating role of justice in the relationship between prior satisfaction and post …