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RELATIONSHIPS AMONG PERCEIVED JUSTICE, CUSTOMERS' SATISFACTION, AND BEHAVIORAL INTENTIONS: THE MODERATING ROLE OF GENDER
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RELATIONSHIPS AMONG PERCEIVED JUSTICE, CUSTOMERS' SATISFACTION, AND BEHAVIORAL INTENTIONS: THE MODERATING ROLE OF GENDER (2001)RELATIONSHIPS AMONG PERCEIVED JUSTICE, CU…A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery (1999)A Model of Customer Satisfact…A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery (1999)A Model of Customer Satisfact…Customer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing (1998)Customer Evaluations of Servi…The effects of distributive, procedural, and interactional justice on postcomplaint behavior (1997)The effects of distributive, …Modeling the Determinants of Customer Satisfaction for Business-to-Business Professional Services (1996)Modeling the Determinants of …Advances in Services Marketing and Management (1995)Advances in Services Marketin…The Dimensionality of Consumption Emotion Patterns and Consumer Satisfaction (1991)The Dimensionality of Consump…The Service Encounter: Diagnosing Favorable and Unfavorable Incidents (1990)The Service Encounter: Diagno…Research on Negotiation in Organizations (1990)Research on Negotiation in Or…Equity and Disconfirmation Perceptions as Influences on Merchant and Product Satisfaction (1989)Equity and Disconfirmation Pe…Response Determinants in Satisfaction Judgments (1988)Response Determinants in Sati…Interactional justice : communication criteria of fairness (1986)Interactional justice : commu…A Conceptual Model of Service Quality and Its Implications for Future Research (1985)A Conceptual Model of Service…Procedural Justice: A Psychological Analysis (1976)Procedural Justice: A Psychol…Applied factor analysis (1970)Applied factor analysisInequity In Social Exchange (1965)Inequity In Social ExchangeProspect Theory: An Analysis of Decision under Risk (1979)Prospect theory: An analysis of decision under risk (1988)Structural equation modeling in practice: A review and recommended two-step approach. (1988)Customer repurchase intention (2003)The Effects of Customer Satisfaction, Relationship Commitment Dimensions, and Triggers on Customer Retention (2005)The impact of online reviews on hotel booking intentions and perception of trust (2011)Developing Buyer-Seller Relationships (1987)SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses (1990)Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach (2001)Consumer Trust, Value, and Loyalty in Relational Exchanges (2002)A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)The Experiential Aspects of Consumption: Consumer Fantasies, Feelings, and Fun (1982)Product/Consumption-Based Affective Responses and Postpurchase Processes (1987)Heart and Mind in Conflict: the Interplay of Affect and Cognition in Consumer Decision Making (1999)Customer satisfaction with services: putting perceived value into the equation (2000)Customer Satisfaction: A Meta-Analysis of the Empirical Evidence (2001)Advertising as Information (1974)Breaking Free from Product Marketing (1977)Strategic Management and Marketing in the Service Sector (1984)Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)The Behavioral Consequences of Service Quality (1996)A Theory of Social Comparison Processes (1954)A Theory of Cognitive Dissonance (1957)Exchange and Power in Social Life. (1965)Social stigma and self-esteem: The self-protective properties of stigma. (1989)FOUNDATION FOR A GENERAL STRAIN THEORY OF CRIME AND DELINQUENCY* (1992)Understanding knowledge sharing in virtual communities: An integration of social capital and social cognitive theories (2006)The Commitment-Trust Theory of Relationship Marketing (1994)Self-Service Technologies: Understanding Customer Satisfaction with Technology-Based Service Encounters (2000)An integrative framework for explaining reactions to decisions: Interactive effects of outcomes and procedures. (1996)Cross-Cultural Organizational Behavior (2006)Abusive supervision and workplace deviance and the moderating effects of negative reciprocity beliefs. (2007)How safe is safe enough? A psychometric study of attitudes towards technological risks and benefits (1978)Teacher efficacy: A construct validation. (1984)Relation of sample size to the stability of component patterns. (1988)A Relational Model of Authority in Groups (1992)Internet Users' Information Privacy Concerns (IUIPC): The Construct, the Scale, and a Causal Model (2004)Toward an integrative social identity model of collective action: A quantitative research synthesis of three socio-psychological perspectives. (2008)CURRENT RESEARCH IN SOCIAL PSYCHOLOGY (1996)Predicting workplace aggression: A meta-analysis. (2007)
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References

  • 1985A Conceptual Model of Service Quality and Its Implications for Future Research21,635 cited
  • 1965Inequity In Social Exchange10,813 cited
  • 1990The Service Encounter: Diagnosing Favorable and Unfavorable Incidents4,857 cited
  • 1976Procedural Justice: A Psychological Analysis2,907 cited
  • 1986Interactional justice : communication criteria of fairness2,766 cited
  • 1998Customer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing2,718 cited
  • 1970Applied factor analysis2,458 cited
  • 1991The Dimensionality of Consumption Emotion Patterns and Consumer Satisfaction2,162 cited
  • 1999A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery2,058 cited
  • 1990Research on Negotiation in Organizations1,866 cited
  • 1988Response Determinants in Satisfaction Judgments1,685 cited
  • 1999A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery1,465 cited
  • 1997The effects of distributive, procedural, and interactional justice on postcomplaint behavior1,393 cited
  • 1989Equity and Disconfirmation Perceptions as Influences on Merchant and Product Satisfaction930 cited
  • 1996Modeling the Determinants of Customer Satisfaction for Business-to-Business Professional Services

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691 cited
  • 1995Advances in Services Marketing and Management548 cited
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