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The Effect of Perceived Justice and Attributions Regarding Service Failure and Recovery on Post-Recovery Customer Satisfaction and Service Quality Attitudes

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References

1957A Theory of Cognitive Dissonance24,224 cited
1985A Conceptual Model of Service Quality and Its Implications for Future Research21,635 cited
1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality21,113 cited
2017A Theory of Cognitive Dissonance18,122 cited
1980A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions14,475 cited
1992Measuring Service Quality: A Reexamination and Extension10,646 cited
1992A National Customer Satisfaction Barometer: The Swedish Experience5,637 cited
1963Towards an understanding of inequity.5,146 cited
1990Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses4,950 cited
1990Organizational Justice: Yesterday, Today, and Tomorrow3,663 cited
1994Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research3,313 cited
1993Cognitive, Affective, and Attribute Bases of the Satisfaction Response3,249 cited
1994SERVPERF versus SERVQUAL: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality3,139 cited
1998Customer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing2,718 cited

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1979Quality Is Free: The Art of Making Quality Certain2,574 cited

1989EFFECTS OF PROCEDURAL AND DISTRIBUTIVE JUSTICE ON REACTIONS TO PAY RAISE DECISIONS.2,518 cited

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