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The impact of perceived justice on consumers' emotional responses to service complaint experiences

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References

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1988Development and validation of brief measures of positive and negative affect: The PANAS scales.31,356 cited
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1965Inequity In Social Exchange10,813 cited
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2010Satisfaction: a behavioral perspective on the consumer6,042 cited
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1998Customer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing2,718 cited
1987Product/Consumption-Based Affective Responses and Postpurchase Processes2,464 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
1999Heart and Mind in Conflict: the Interplay of Affect and Cognition in Consumer Decision Making2,044 cited
1987

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Positive Affect, Cognitive Processes, and Social Behavior

1,444 cited

1987Defensive Marketing Strategy by Customer Complaint Management: A Theoretical Analysis1,394 cited

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