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...