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  • Search: subject:"Prior satisfaction"
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Year of publication
Subject
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Justice 2 Arbeitszufriedenheit 1 Beschwerdemanagement 1 Beziehungsmarketing 1 Complaint management 1 Customer satisfaction 1 Dienstleistungsqualität 1 Gastronomie 1 Gerechtigkeit 1 Job satisfaction 1 Kundenzufriedenheit 1 Post-recovery satisfaction 1 Prior satisfaction 1 Relationship marketing 1 Restaurant industry 1 Restaurants 1 Service quality 1 Service recovery 1 justice 1 post-recovery satisfaction 1 prior satisfaction 1 restaurants 1 service recovery 1
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Article 2
Type of publication (narrower categories)
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Article in journal 1 Aufsatz in Zeitschrift 1
Language
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English 1 Undetermined 1
Author
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Siu, Noel 1 Siu, Noel Yee-Man 1 Yau, Cheuk-Ying 1 Yau, Cheuk-Ying Jackie 1 Zhang, Tracy 1 Zhang, Tracy Jun-Fheng 1
Published in...
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Journal of Business Ethics 1 Journal of business ethics : JOBE 1
Source
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ECONIS (ZBW) 1 RePEc 1
Showing 1 - 2 of 2
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The Roles of Justice and Customer Satisfaction in Customer Retention: A Lesson from Service Recovery
Siu, Noel; Zhang, Tracy; Yau, Cheuk-Ying - In: Journal of Business Ethics 114 (2013) 4, pp. 675-686
is mostly adopted in previous literature. We argue that satisfaction is cumulative and both prior satisfaction and post … the gap by investigating the mediating role of justice in the relationship between prior satisfaction and post …, procedural justice, and interactional justice) were found to fully mediate the relationship between prior satisfaction and …
Persistent link: https://www.econbiz.de/10010868205
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Cover Image
The roles of justice and customer satisfaction in customer retention : a lesson from service recovery
Siu, Noel Yee-Man; Zhang, Tracy Jun-Fheng; Yau, … - In: Journal of business ethics : JOBE 114 (2013) 4, pp. 675-686
Persistent link: https://www.econbiz.de/10009776404
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