Studies of technology acceptance, public satisfaction, and public confidence have been applied to the field of public administration. However, the relationship of perceived fairness, or justice, to dissatisfaction with electronic adoption in e-governance has been must less examined. The purpose...

Justice theory is an established framework for analysing the complaining behaviours of customers (Homburg and Fürst, 2005; del Rio-Lanza et al. 2008) and developing complaint-handling practices (Tax et al. 1998). A component of the interactional justice, (im)politeness plays an important role in...

While the proliferation of literature on the subject of growing incivility in society demonstrates the increasing importance given to civility by corporate America, there has been little academic investigation of the concept. The limited number of academic studies on civility reveals immense...

The aim of this paper is to analyze the contribution that a set of the determinants has on the complaint behavior, with the purpose of identifying which combination of them can explain better the complaint responses, third parties responses and private responses. Our study has been made in the...

Research has shown that more than half of attempted recovery efforts fail, producing a "double deviation" effect. Surprisingly, these double deviation effects have received little attention in marketing literature. This paper examines what happens after these critical encounters, which behavior...

El objetivo de este trabajo es analizar la contribución que tiene una serie de determinantes en el comportamiento de queja con el fin de identificar la combinación que mejor explica las respuestas de queja, a terceras partes y privadas. Utilizando el contexto de los restaurantes y la...

The relational approach is often presented as a strategy to retain customers, but it may also be an appropriate approach to encourage customers to complain, as a review of literature shows. Using information contained in complaints and giving the right answers (distributive, procedural and...