Impact of failure severity levels on satisfaction and behavior : from the perspectives of justice theory and regulatory focus theory
Sarabjit Kaur Sidhu, Fon Sim Ong and M.S. Balaji
| Year of publication: |
2023
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|---|---|
| Authors: | Sidhu, Sarabjit Kaur ; Fon Sim Ong ; Balaji, M. S. |
| Published in: |
Journal of consumer marketing. - Bradford : Emerald, ISSN 2052-1200, ZDB-ID 2032361-X. - Vol. 40.2023, 4, p. 535-547
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| Subject: | Failure severity | Justice theory | Perceived justice | Recovery satisfaction | Regulatory focus theory | Service failure | Gerechtigkeit | Justice | Kundenzufriedenheit | Customer satisfaction | Dienstleistungsqualität | Service quality | Beschwerdemanagement | Complaint management | Verhalten in Organisationen | Organizational behaviour |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1108/JCM-06-2022-5412 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10014276019