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Future research direction for customer satisfaction in relation to complaint handling and service recovery in e-commerce

Kumari, Parveen; Kumar, Satinder - In: International journal of electronic customer … 12 (2020) 3, pp. 191-204

Persistent link: https://www.econbiz.de/10012509217

How trust mediate the effects of perceived justice on loyalty : a study in the context of automotive recall in China

Liu, Yang; Cheng, Peng; Ouyang, Zhe - In: Journal of retailing and consumer services 58 (2021), pp. 1-10

Persistent link: https://www.econbiz.de/10012431630

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

An investigation of effects of justice recovery dimensions on students' satisfaction with service recovery in higher education environment

Waqas, Muhammad; Ali, Haider; Khan, Muhammad Ali - In: International review on public and non-profit marketing 11 (2014) 3, pp. 263-284

Persistent link: https://www.econbiz.de/10010413070

Service recovery process : the effects of distributive and informational justice on satisfaction over complaint handling

Badawi, Badawi; Hartati, Wiwi; Muslichah, Istyakara - In: Journal of Asian finance, economics and business : JAFEB 8 (2021) 1, pp. 375-383

Persistent link: https://www.econbiz.de/10012692343

The importance of organisational justice on schedule satisfaction : a study of Latin American call centre employees

Sims, Randi L.; Yurova, Yuliya; Zeidler, Peter - In: International journal of human resources development … 21 (2021) 1, pp. 54-74

Persistent link: https://www.econbiz.de/10012514338

The mediating role of postrecovery satisfaction in the relationship between justice perceptions and customer attitudes

Lee, Joseph Lok-Man; Siu, Noel Yee-Man; Zhang, Tracy … - In: Services marketing quarterly 39 (2018) 1, pp. 22-34

Persistent link: https://www.econbiz.de/10011804122

Procedural and distributive justice as mediators of the relationship between interactional justice and work outcomes : an empirical study of the UAE public health care sector

Al Afari, Thamna S.; Elanain, Hossam M. Abu - In: The journal of applied business research 30 (2014) 4, pp. 1091-1107

Persistent link: https://www.econbiz.de/10010400621

The impact of alliance justice capability on the performance of strategic alliances in the Indian IT sector : the mediating role of inter-firm commitment

Dhaundiyal, Mayank; Coughlan, Joseph - In: Cogent business & management 7 (2020) 1, pp. 1-17

This paper conceptualizes and operationalizes alliance justice capability (AJC) as a second order firm-level capability … consisting of three distinct yet related first-order firm level skills which foster procedural justice (PJ), distributive justice … (DJ) and interactional justice (IJ) in the relationship between alliance partners. The paper then goes on to test how AJC …

Persistent link: https://www.econbiz.de/10012623887

Organizational justice and employees' performance : a study of an emerging economy

Fiaz, Muhammad; Rasool, Wasif; Ikram, Amir; Rehman, Nebeel - In: Human systems management : HSM 40 (2021) 3, pp. 395-406

Persistent link: https://www.econbiz.de/10012603751

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