Existing research shows that loyalty is a function of customer perceptions of trust following service recovery. The authors propose a cognitive appraisal model that portrays trust and emotions as key mediators in the relationship between perceived justice and customer loyalty. A structural...

Purpose – Ratings grids, emerging from personal construct theory, measure an individual's perception of a situation. This paper and exercises seek to demonstrate how researchers and managers can use the grid to evaluate visitors' perceptions of an attraction or event....