Carrillo, Irma Magaña; Svensson, Göran; Neira, María … - In: International Journal of Quality and Service Sciences 11 (2019) 3, pp. 378-394
Purpose: The purpose of this paper is to test a research model based on the cause-and-effect relationships between perceived justice, service satisfaction and behavioral intention. Design/methodology/approach: This paper is based on a questionnaire survey with service receivers in the Mexican...