between service recovery, consumer satisfaction and loyalty in a commercial banking environment. Design …/methodology/approach – A conceptual framework encompassing th\e concepts of service recovery, communication, customer satisfaction and customer … interaction of employee responsiveness and courtesy can also have a positive impact on consumer evaluations. Satisfaction was …

transactional clients. The client‐company relationship type also moderated the impact of distributive justice on satisfaction …, satisfaction on trust in the management policies and practices (MPP trust), and switching costs on repurchase intentions. MPP trust …

customers' perceptions of service recovery and, consequently, customer satisfaction, perceived value and loyalty. In pursuit of … influence customer satisfaction and loyalty as well as the possible mediating effects of customer satisfaction. Design … customer satisfaction and perceived value, which, in turn, was found to significantly influence loyalty. The mediating role of …

questions, related to the constructs such as recovery satisfaction, customer trust, and loyalty after a service failure. Design … such as service recovery satisfaction, customer trust, and loyalty. Practical implications – The results suggest that …