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The relationship between informational justice, recovery satisfaction, and loyalty: the moderating role of failure attributions
16 references·2 citing·36 second hop
The relationship between informational justice, recovery satisfaction, and loyalty: the moderating role of failure attributions (2012)The relationship between informational ju…Satisfaction: A Behavioral Perspective on the Consumer (2014)Satisfaction: A Behavioral Pe…Satisfaction: a behavioral perspective on the consumer (2010)Satisfaction: a behavioral pe…A Longitudinal Study of Complaining Customers' Evaluations of Multiple Service Failures and Recovery Efforts (2002)A Longitudinal Study of Compl…On the dimensionality of organizational justice: A construct validation of a measure. (2001)On the dimensionality of orga…Justice at the millennium: A meta-analytic review of 25 years of organizational justice research. (2001)Justice at the millennium: A …Whence Consumer Loyalty? (1999)Whence Consumer Loyalty?A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery (1999)A Model of Customer Satisfact…Organizational Justice and Human Resource Management (1998)Organizational Justice and Hu…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, …Research methods for business: A skill building approach (1993)Research methods for business…The Service Encounter: Diagnosing Favorable and Unfavorable Incidents (1990)The Service Encounter: Diagno…An attributional theory of achievement motivation and emotion. (1985)An attributional theory of ac…Consumer Reactions to Product Failure: An Attributional Approach (1984)Consumer Reactions to Product…Procedural Justice: A Psychological Analysis (1976)Procedural Justice: A Psychol…Procedural Justice: A Psychological Analysis (1975)Procedural Justice: A Psychol…Complaint handling on social media: The impact of multiple response times on consumer satisfaction (2017)Complaint handling on social …Perceived justice and post-recovery satisfaction in banking service failures: Do commitment types matter? (2016)Perceived justice and post-re…A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)Possessions and the Extended Self (1988)Consumers and Their Brands: Developing Relationship Theory in Consumer Research (1998)Electronic word-of-mouth via consumer-opinion platforms: What motivates consumers to articulate themselves on the Internet? (2004)Customer Engagement Behavior: Theoretical Foundations and Research Directions (2010)A Conceptual Model of Service Quality and Its Implications for Future Research (1985)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)Generalized expectancies for internal versus external control of reinforcement. (1966)Psychological stress and the coping process (1966)Learned helplessness in humans: Critique and reformulation. (1978)Emotional Intelligence (1990)Expectancy–Value Theory of Achievement Motivation (2000)Motivational Beliefs, Values, and Goals (2002)Exchange and Power in Social Life. (1965)Handbook of Industrial and Organizational Psychology. (1977)The measurement and antecedents of affective, continuance and normative commitment to the organization (1990)Ethical leadership: A social learning perspective for construct development and testing (2005)Antecedents and consequences of employee engagement (2006)Structural equation modeling in practice: A review and recommended two-step approach. (1988)Comparative fit indexes in structural models. (1990)Alternative Ways of Assessing Model Fit (1992)Putting the S back in corporate social responsibility: A multilevel theory of social change in organizations (2007)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)Whence Consumer Loyalty? (1999)Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments (2000)A Systems Approach to Conduct an Effective Literature Review in Support of Information Systems Research (2006)Consensus measurement in Delphi studies (2012)Predicting green product consumption using theory of planned behavior and reasoned action (2015)Quality, satisfaction and behavioral intentions (2000)CB-SEM vs PLS-SEM methods for research in social sciences and technology forecasting (2021)
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References

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  • 1984Consumer Reactions to Product Failure: An Attributional Approach

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1,353 cited
  • 2002A Longitudinal Study of Complaining Customers' Evaluations of Multiple Service Failures and Recovery Efforts1,201 cited
  • Cited by

    • 2017Complaint handling on social media: The impact of multiple response times on consumer satisfaction139 cited
    • 2016Perceived justice and post-recovery satisfaction in banking service failures: Do commitment types matter?33 cited