This study investigates two features of customer satisfaction within the context of service failure and recovery: (i) the effect of perceived justice on customer satisfaction and (ii) the effect of customer satisfaction on repurchase intentions, negative word-of-mouth, and intention to complain....

The authors conduct a meta-analysis that aggregates empirical findings from the stimuli–organism–response (S–O–R) framework. In the retail field, research relies on the S–O–R paradigm to explain and present evidence pertaining to numerous environmental cues and their related effects...