The effects of perceived justice and experience on service recovery satisfaction and post-purchase behaviours in the airline industry
Fan-Yun Pai
| Year of publication: |
2015
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|---|---|
| Authors: | Pai, Fan-Yun |
| Published in: |
International journal of services and operations management. - Olney : Inderscience, ISSN 1744-2370, ZDB-ID 2186492-5. - Vol. 21.2015, 2, p. 175-186
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| Subject: | perceived justice | consumer experiences | service recovery | repurchase intention | negative word-of-mouth | Beschwerdemanagement | Complaint management | Kundenzufriedenheit | Customer satisfaction | Gerechtigkeit | Justice | Dienstleistungsqualität | Service quality | Konsumentenverhalten | Consumer behaviour | Fluggesellschaft | Airline | Virales Marketing | Viral marketing | Kundenservice | Customer service | Dienstleistungsmarketing | Services marketing |