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Perceived service recovery justice and customer re-patronage intentions : sequential mediation
Muhammad Asghar Ali; Ding Hooi Ting; Ahmad-ur-Rehman, … - In: Cogent business & management 8 (2021) 1, pp. 1-21
The aims of this time-lagged study are twofold, first to identify the effect of perceived justice (as a second … analyzed using Structural Equation Modelling (PLS-SEM). The findings indicate that perceived service recovery justice (PSRJ … can be engendered through customer justice perception, positive appraisal of recovery satisfaction and customer affection …
Persistent link: https://www.econbiz.de/10012649549
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Does service recovery matter? : relationships among perceived recovery justice, recovery satisfaction and customer affection and repurchase intentions: the moderating role of gende...
Muhammad Asghar Ali; Ding Hooi Ting; Isha, Ahmad … - In: Journal of Asia Business Studies 17 (2023) 2, pp. 308-326
Persistent link: https://www.econbiz.de/10014335386
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Businesses beware : consumer immoral retaliation in response to perceived moral violations by companies
Loureiro, Yuliya Komarova; Haws, Kelly L.; Bearden, … - In: Journal of service research : JSR 21 (2018) 2, pp. 184-200
Persistent link: https://www.econbiz.de/10011855788
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The effects of perceived justice and experience on service recovery satisfaction and post-purchase behaviours in the airline industry
Pai, Fan-Yun - In: International journal of services and operations management 21 (2015) 2, pp. 175-186
Persistent link: https://www.econbiz.de/10011380064
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The effect of justice in the history of loyalty : a study in failure recovery in the retail context
Lopes, Evandro Luiz; Silva, Marcos Antonio da - In: Journal of retailing and consumer services 24 (2015), pp. 110-120
Persistent link: https://www.econbiz.de/10010528597
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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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Does relationship matter? : customers' response to service failure
Tsai, Chia-ching; Yang, Yung-kai; Cheng, Yu-chi - In: Managing service quality : MSQ ; an international journal 24 (2014) 2, pp. 139-159
Persistent link: https://www.econbiz.de/10010254024
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Please explain why it happened! : How perceived justice and customer involvement affect post co-recovery evaluations : study of Iranian online shoppers
Gohary, Ali; Hamzelu, Bahman; Alizadeh, Hamid - In: Journal of retailing and consumer services 31 (2016), pp. 127-142
Persistent link: https://www.econbiz.de/10011528558
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Understanding effects of co-creation on cognitive, affective and behavioral evaluations in service recovery : an ethnocultural analysis
Gohary, Ali; Hamzelu, Bahman; Pourazizi, Lida; Hanzaee, … - In: Journal of retailing and consumer services 31 (2016), pp. 182-198
Persistent link: https://www.econbiz.de/10011528630
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Experiential regret in service failure : the role of service justices
Hwang, Hee-Jeong; Kang, Min-Jeong; Youn, Myoung-Kil - In: Journal of transnational management : the official … 21 (2016) 1, pp. 3-11
Persistent link: https://www.econbiz.de/10011455814