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Perceived justice of service recovery strategies: Impact on customer satisfaction and quality relationship

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3,003 cited

1998Customer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing2,718 cited

2002Understanding Relationship Marketing Outcomes2,299 cited

Cited by

2020The impact of the magnitude of service failure and complaint handling on satisfaction and brand credibility in the banking industry89 cited
2016The impact of service failure on brand credibility87 cited
2015Corporate Image82 cited
2016A customer-dominant logic on service recovery and customer satisfaction81 cited
2018The Integration between Service Value and Service Recovery in the Hospitality Industry: An Application of QFD and ANP74 cited
2016Co-creation and service recovery process communication: effects on satisfaction, repurchase intentions, and word of mouth66 cited
2014Relationships of Perceived Justice to Service Recovery, Service Failure Attributions, Recovery Satisfaction, and Loyalty in the Context of Airline Travelers65 cited
2013Recovery strategy for group service failures61 cited
2015Switching barriers and customer retention61 cited
2011Service recovery, satisfaction and behaviour intentions: analysis of compensation and social comparison communication strategies57 cited
2017Do customers care about types of hotel service recovery efforts?57 cited
2019To fly or not to fly? An empirical study of trust, post-recovery satisfaction and loyalty of Malaysia Airlines passengers55 cited
2019Modeling revenge and avoidance in the mobile service industry: moderation role of technology anxiety53 cited
2020How trust mediate the effects of perceived justice on loyalty: A study in the context of automotive recall in China50 cited
2012Quantifying the Dynamic Effects of Service Recovery on Customer Satisfaction47 cited
2023Measuring the intention-behavior gap in service failure and recovery: the moderating roles of failure severity and service recovery satisfaction44 cited