Since failures are inevitable where any service is offered, the subsequent complaints are predictable, and thus, considering suitable policies to handle the customers' complaints is essential. The purpose of the present study is to investigate the effect of the perceived justice by the airline...

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...

In recent years, the banking industry, along with many corporal industries, is undergoing faster transformations. Banks are at the front position in Internet and technology-adoption processes. In today's world, customers expect superior quality services from banks which if contented, could end...