Perceived justice, service satisfaction and behavior intentions following service recovery efforts in a South African retail banking context
Daniel J. Petzer, Christine F. De Meyer-Heydenrych, Göran Svensson
| Year of publication: |
2017
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|---|---|
| Authors: | Petzer, Daniel J. ; De Meyer-Heydenrych, Christine F. ; Svensson, Göran |
| Published in: |
The international journal of bank marketing : IJBM. - Bingley : Emerald Publishing Limited, ISSN 0265-2323, ZDB-ID 395277-0. - Vol. 35.2017, 2, p. 241-253
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| Subject: | Behavioural intention | Service encounter | Service satisfaction | Perceived justice | Dienstleistungsqualität | Service quality | Kundenzufriedenheit | Customer satisfaction | Gerechtigkeit | Justice | Beschwerdemanagement | Complaint management | Südafrika | South Africa | Konsumentenverhalten | Consumer behaviour | Privatkundengeschäft | Personal banking |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1108/IJBM-04-2016-0047 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10011707778