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The effect of perceptions of justice in returns on satisfaction and attitudes toward the retailer
Jones, Angela L.; Miller, Jason; Whipple, Judith M.; … - In: International journal of physical distribution and … 54 (2024) 1, pp. 40-60
Persistent link: https://www.econbiz.de/10014466376
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Resolving complaints online : development and validation of customers' perceived webcare scale
Sreejesh, S.; Paul, Justin; Unnithan, Anandakuttan B. - In: Journal of strategic marketing 30 (2022) 3, pp. 260-280
Persistent link: https://www.econbiz.de/10013284044
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The effects of perceived service recovery justice on customer affection, loyalty, and word-of-mouth
Choi, Beom Joon; Choi, Beom-jin - In: European journal of marketing : EJM 48 (2014) 1/2, pp. 108-131
Persistent link: https://www.econbiz.de/10010344343
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The effects of online incivility and consumer-to-consumer interactional justice on complainants, observers, and service providers during social media service recovery
Bacile, Todd J.; Wolter, Jeremy S.; Allen, Alexis M.; … - In: Journal of interactive marketing : a quarterly … 44 (2018), pp. 60-81
Persistent link: https://www.econbiz.de/10011949553
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Rectifying failure of service : how customer perceptions of justice affect their emotional reponse and social media testimonial
Kim, Eojina; Tang, Liang - In: Journal of hospitality marketing & management 25 (2016) 7/8, pp. 897-924
Persistent link: https://www.econbiz.de/10011621365
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Service quality and price perception of service : influence on word-of-mouth and revisit intention
Liu, Chih-Hsing; Lee, Tingko - In: Journal of air transport management 52 (2016), pp. 42-54
Persistent link: https://www.econbiz.de/10011602624
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Are other customer perceptions important at casino table games? : their impact on emotional responses and word-of-mouth by gender
Hwang, Jinsoo; Han, Heesup - In: Journal of travel and tourism marketing 34 (2017) 4/6, pp. 544-555
Persistent link: https://www.econbiz.de/10011729143
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How to influence consumer mindset : a perspective from service recovery
Harun, Ahasan; Rokonuzzaman, Md; Prybutok, Gayle; … - In: Journal of retailing and consumer services 42 (2018), pp. 65-77
Persistent link: https://www.econbiz.de/10011826039
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The influence of perceived food quality, price fairness, perceived value and satisfaction on customers' revisit and word-of-mouth intentions towards organic food restaurants
Konuk, Faruk Anıl - In: Journal of retailing and consumer services 50 (2019), pp. 103-110
Persistent link: https://www.econbiz.de/10012114143
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Variations in airline passenger expectation of service quality across the globe
Punel, Aymeric; Hassan, Lama Al Hajj; Ermagun, Alireza - In: Tourism management : research, policies, practice 75 (2019), pp. 491-508
Persistent link: https://www.econbiz.de/10012063714