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Service recovery efforts' influence on consumers' desire to reciprocate and forgiveness : the mediating role of perceived justice
Umar, Rana Muhammad - In: South Asian journal of marketing 4 (2023) 1, pp. 74-91
forgiveness in the hospitality industry of Pakistan. Additionally, this study examined the mediating role of perceived justice … hypotheses. Findings - The results indicate that perceived justice significantly mediates the effect of service recovery efforts …
Persistent link: https://www.econbiz.de/10014285436
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Others service experiences : emotions, perceived justice, and behavior
Mattila, Anna; Hanks, Lydia; Wang, Chenya - In: European journal of marketing : EJM 48 (2014) 3/4, pp. 552-571
Persistent link: https://www.econbiz.de/10010371632
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The effects of online incivility and consumer-to-consumer interactional justice on complainants, observers, and service providers during social media service recovery
Bacile, Todd J.; Wolter, Jeremy S.; Allen, Alexis M.; … - In: Journal of interactive marketing : a quarterly … 44 (2018), pp. 60-81
Persistent link: https://www.econbiz.de/10011949553
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Does relationship matter? : customers' response to service failure
Tsai, Chia-ching; Yang, Yung-kai; Cheng, Yu-chi - In: Managing service quality : MSQ ; an international journal 24 (2014) 2, pp. 139-159
Persistent link: https://www.econbiz.de/10010254024
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Experiential regret in service failure : the role of service justices
Hwang, Hee-Jeong; Kang, Min-Jeong; Youn, Myoung-Kil - In: Journal of transnational management : the official … 21 (2016) 1, pp. 3-11
Persistent link: https://www.econbiz.de/10011455814
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Service recovery, justice perception, and forgiveness : the "other customers" perspectives
Shin, Hyunju; Casidy, Riza; Mattila, Anna S. - In: Services marketing quarterly 39 (2018) 1, pp. 1-21
Persistent link: https://www.econbiz.de/10011804112
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Helping employees deal with dysfunctional customers : the underlying employee perceived justice mechanism
Gong, Taeshik; Yi, Youjae; Choi, Jin Nam - In: Journal of service research : JSR 17 (2014) 1, pp. 102-116
Persistent link: https://www.econbiz.de/10010356871
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How observed customer mistreatment of supervisors affects employees' service sabotage : a cross-cultural examination from the deontic justice theory
Jiang, Wen; Shum, Cass; Min, Hyounae; Ding, Ye - In: International journal of hospitality management 110 (2023), pp. 1-11
Persistent link: https://www.econbiz.de/10014310677
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The influence of social perceptions on restaurant employee work engagement and extra-role customer service behavior : a moderated mediation model
Orlowski, Marissa; Bufquin, Diego; Nalley, Michael E. - In: The Cornell hospitality quarterly 62 (2021) 2, pp. 261-275
Persistent link: https://www.econbiz.de/10012520151
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Businesses beware : consumer immoral retaliation in response to perceived moral violations by companies
Loureiro, Yuliya Komarova; Haws, Kelly L.; Bearden, … - In: Journal of service research : JSR 21 (2018) 2, pp. 184-200
Persistent link: https://www.econbiz.de/10011855788