affect satisfaction following an unambiguous product experience. Design/methodology/approach – Two experiments were conducted … valence moderates the impact of identity on customer satisfaction. Specifically, we find that identity improves satisfaction … product experience. Specifically, we extend the disconfirmation paradigm of satisfaction by identifying identity as a driver …

attributions and recovery efforts → satisfaction with service recovery → conventional and online word-of-mouth intentions” and …, second, to study the moderating role of age in the relationship between satisfaction and subsequent word-of-mouth. Consumer … effects of causal attributions and recovery efforts on satisfaction with service recovery, and the impact of the latter, in …

framework, how the various forms of justice (procedural, interactional and outcome) impact on customer satisfaction with service … all three forms of justice positively impact overall service recovery satisfaction. However, unlike previous models of … recovery satisfaction, the findings presented here suggest a temporal sequence of events model involving the causal ordering of …