Noone, Breffni M. - In: Journal of Services Marketing 26 (2012) 5, pp. 342-351
Purpose – This study aims to examine the perceived fairness of overcompensation for severe service failures. The mediating effect of perceived fairness in the overcompensation‐negative word‐of‐mouth (NWOM) intent relationship is also explored. Design/methodology/approach – An...