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Organizational response to goods failure complaints : the role of culture on perceptions of interactional justice and customer satisfaction
Muralidharan, Etayankara; Guo, Wenxia; Fazel, Hesham; … - In: Global business review 22 (2021) 6, pp. 1327-1344
Persistent link: https://www.econbiz.de/10012660399
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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
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Examining the impact of service recovery resilience in the context of product replacement : the roles of perceived procedural and interactional justice
Russo, Ivan; Masorgo, Nicolò; Gligor, David M. - In: International journal of physical distribution and … 52 (2022) 8, pp. 638-672
Persistent link: https://www.econbiz.de/10013455915
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Can robots recover a service using interactional justice as employees do? : a literature review-based assessment
Lajante, Mathieu; Remisch, David; Dorofeev, Nikita - In: Service business 17 (2023) 1, pp. 315-357
Persistent link: https://www.econbiz.de/10014282973
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The influence of failure severity and employee effort on service recovery in a service guarantee context
MacQuilken, Lisa - In: Australasian marketing journal 18 (2010) 4, pp. 214-221
Persistent link: https://www.econbiz.de/10008738306
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The synergistic effects of LMX and procedural justice climate on employee motivation and customer loyalty in a retail service context
Jung, Jin Ho; Yoo, Jaewon; Jung, Yeonsung - In: Journal of service theory and practice 32 (2022) 2, pp. 232-257
Persistent link: https://www.econbiz.de/10013190891
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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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How culture moderates the effects of justice in service recovery
Chebat, Elise; Roth, Yefim; Chebat, Jean-Charles - In: Review of marketing science 18 (2020) 1, pp. 21-41
Persistent link: https://www.econbiz.de/10012298668
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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