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Confirmatory Factor Analysis of Determinants of Service Recovery

Sabharwal, Nidhi; Soch, Harmeen - In: Global Business Review 12 (2011) 2, pp. 297-318

failure and satisfaction with service recovery are used to design a new scale. Primary data is collected in two separate …

Persistent link: https://www.econbiz.de/10011139690

Post‐recovery customer relationships and customer partnerships in a restaurant setting

Kim, Taegoo (Terry); Jung‐Eun Yoo, Joanne; Lee, Gyehee - In: International Journal of Contemporary Hospitality Management 24 (2012) 3, pp. 381-401

relationships among perceived justice, service recovery satisfaction, post‐recovery customer relationships, and post … service recovery satisfaction. Future research should be followed to deepen the understanding of the two consequence variables … insights into the structure, processes, and outcomes of service recovery satisfaction. …

Persistent link: https://www.econbiz.de/10014763116

Examine the cognitive and affective antecedents to service recovery satisfaction

Wen, Biyan; Geng‐qing Chi, Christina - In: International Journal of Contemporary Hospitality Management 25 (2013) 3, pp. 306-327

recovery justice and customers' positive and negative emotions have direct or indirect influence on customers' satisfaction … existing literature by not only analyzing the effects of perceived justice and consumption emotions on satisfaction with …

Persistent link: https://www.econbiz.de/10014763176

Consumer control in service recovery: beyond decisional control

Joosten, Herm; Bloemer, Josée; Hillebrand, Bas - In: Journal of Service Management 28 (2017) 3, pp. 499-519

satisfaction and loyalty). Research limitations/implications Service recovery research should include behavioral, cognitive and … of these customer control types on satisfaction and loyalty are mediated by dimensions of justice. Practical implications …

Persistent link: https://www.econbiz.de/10014894704

Perceived justice in service recovery and switching intention

Nikbin, Davoud; Ismail, Ishak; Marimuthu, Malliga; … - In: Management Research Review 35 (2012) 3/4, pp. 309-325

Purpose – The purpose of this paper is to examine the relationship between distributive, procedural, interpersonal and informational justices on switching intentions. Design/methodology/approach – Data were gathered on distributive, procedural, interpersonal, informational justices and...

Persistent link: https://www.econbiz.de/10014952137

Perceived justice and post-recovery satisfaction in banking service failures : do commitment types matter?

Ozkan Tektas, Oznur - In: Service business 11 (2017) 4, pp. 851-870

Persistent link: https://www.econbiz.de/10011915015

Service recovery : the moderating role of customer loyalty in the context of Moroccan retail banking

Bendriouch, Fatima Zahra; Dassouli, Sara; Satt, Harit; … - In: International journal of logistics economics and … 10 (2023) 3, pp. 209-236

Persistent link: https://www.econbiz.de/10015067029

Preferential treatment in the service encounter

Söderlund, Magnus; Liljander, Veronica; Gummerus, Johanna - In: Journal of service management 25 (2014) 4, pp. 512-530

Persistent link: https://www.econbiz.de/10010405209

Role of the perceived justice of service recovery : a comparison of first-time and repeat visitors

Chen, Peng; Kim, Yeong Gug - In: Tourism and hospitality research : THR 19 (2019) 1, pp. 98-111

Persistent link: https://www.econbiz.de/10012165598

Effects of perceived justice on the behavioral intention of customers in the banking sector

Mainardes, Emerson Wagner; Silva, Marinalva Barros da; … - In: Journal of relationship marketing : innovations and … 21 (2022) 1, pp. 27-49

Persistent link: https://www.econbiz.de/10013336230