Service recovery, justice perception, and forgiveness : the "other customers" perspectives
Hyunju Shin, Riza Casidy, and Anna S. Mattila
| Year of publication: |
January-March 2018
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| Authors: | Shin, Hyunju ; Casidy, Riza ; Mattila, Anna S. |
| Published in: |
Services marketing quarterly. - New York, NY : Haworth Press, ISSN 1533-2969, ZDB-ID 2050792-6. - Vol. 39.2018, 1, p. 1-21
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| Subject: | Distributive justice | forgiveness | interactional justice | other customers | service failure | service recovery | Beschwerdemanagement | Complaint management | Gerechtigkeit | Justice | Dienstleistungsqualität | Service quality | Kundenzufriedenheit | Customer satisfaction | Kundenservice | Customer service | Verteilungsgerechtigkeit | Konsumentenverhalten | Consumer behaviour | Wahrnehmung | Perception | Beziehungsmarketing | Relationship marketing | Rawls-Gerechtigkeitstheorie | Rawls's theory of justice |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1080/15332969.2017.1398021 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10011804112