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Perceived justice and recovery satisfaction: the moderating role of customer-perceived quality
16 references·1 citing·38 second hop
Perceived justice and recovery satisfaction: the moderating role of customer-perceived quality (2015)Perceived justice and recovery satisfacti…Measuring Service Quality in E-Retailing (2006)Measuring Service Quality in …How Organizational Complaint Handling Drives Customer Loyalty: An Analysis of the Mechanistic and the Organic Approach (2005)How Organizational Complaint …The impact of service failure severity on service recovery evaluations andpost‐recovery relationships (2004)The impact of service failure…Customer Value, Satisfaction, Loyalty, and Switching Costs: An Illustration From a Business-to-Business Service Context (2004)Customer Value, Satisfaction,…Service Failure and Recovery: The Impact of Relationship Factors on Customer Satisfaction (2003)Service Failure and Recovery:…How emotions mediate the effects of perceived justice on loyalty in service recovery situations: an empirical study (2003)How emotions mediate the effe…Common method biases in behavioral research: A critical review of the literature and recommended remedies. (2003)Common method biases in behav…Application of Fairness Theory to Service Failures and Service Recovery (2003)Application of Fairness Theor…A Longitudinal Study of Complaining Customers' Evaluations of Multiple Service Failures and Recovery Efforts (2002)A Longitudinal Study of Compl…Service recovery's influence on consumer satisfaction, positive word-of-mouth, and purchase intentions (2001)Service recovery's influence …Customer‐perceived value in industrial contexts (2000)Customer‐perceived value in i…An Empirical Investigation of Customer Satisfaction after Service Failure and Recovery (2000)An Empirical Investigation of…Customer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing (1998)Customer Evaluations of Servi…An Experimental Investigation of Customer Reactions to Service Failure and Recovery Encounters (1998)An Experimental Investigation…Antecedents to Customer Expectations for Service Recovery (1994)Antecedents to Customer Expec…Evaluating Structural Equation Models with Unobservable Variables and Measurement Error (1981)Evaluating Structural Equatio…Impact of failure severity levels on satisfaction and behavior: from the perspectives of justice theory and regulatory focus theory (2023)Impact of failure severity le…Belief, Attitude, Intention and Behavior: An Introduction to Theory and Research (1975)A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)Firms Reap what they Sow: The Effects of Shared Values and Perceived Organizational Justice on Customers’ Evaluations of Complaint Handling (2003)Tourist satisfaction a cognitive-affective model (2008)e‐WOM Scale: word‐of‐mouth measurement scale for e‐services context (2010)Prospect Theory: An Analysis of Decision under Risk (1979)Prospect theory: An analysis of decision under risk (1988)Cross-Sectional versus Longitudinal Survey Research: Concepts, Findings, and Guidelines (2008)Customer Engagement Behavior: Theoretical Foundations and Research Directions (2010)Discriminant validity testing in marketing: an analysis, causes for concern, and proposed remedies (2015)Structural equation modeling in practice: A review and recommended two-step approach. (1988)"Migrating" to New Service Providers: Toward a Unifying Framework of Consumers' Switching Behaviors (2004)Customer betrayal and retaliation: when your best customers become your worst enemies (2007)When Customer Love Turns into Lasting Hate: The Effects of Relationship Strength and Time on Customer Revenge and Avoidance (2009)Understanding Attitudes and Predicting Social Behavior (1980)On the Evaluation of Structural Equation Models (1988)The Commitment-Trust Theory of Relationship Marketing (1994)Relationship quality as a predictor of B2B customer loyalty (2006)Word-of-mouth communications in marketing: a meta-analytic review of the antecedents and moderators (2008)Understanding customer satisfaction and loyalty: An empirical study of mobile instant messages in China (2009)Self-Reports in Organizational Research: Problems and Prospects (1986)Structural Equations with Latent Variables. 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(1980)A new criterion for assessing discriminant validity in variance-based structural equation modeling (2014)When to use and how to report the results of PLS-SEM (2018)Consumer responses to compensation, speed of recovery and apology after a service failure (2004)Modeling customer perceptions of complaint handling over time: the effects of perceived justice on satisfaction and intent (2002)A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery (1999)Self-Service Technologies: Understanding Customer Satisfaction with Technology-Based Service Encounters (2000)Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach (2001)
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References

  • 1981Evaluating Structural Equation Models with Unobservable Variables and Measurement Error108,884 cited
  • 2003Common method biases in behavioral research: A critical review of the literature and recommended remedies.81,863 cited
  • 1998Customer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing2,718 cited
  • 2004Customer Value, Satisfaction, Loyalty, and Switching Costs: An Illustration From a Business-to-Business Service Context1,829 cited
  • 2002A Longitudinal Study of Complaining Customers' Evaluations of Multiple Service Failures and Recovery Efforts1,201 cited
  • 2006Measuring Service Quality in E-Retailing1,056 cited
  • 2000An Empirical Investigation of Customer Satisfaction after Service Failure and Recovery1,027 cited
  • 2003Service Failure and Recovery: The Impact of Relationship Factors on Customer Satisfaction956 cited
  • 2001Service recovery's influence on consumer satisfaction, positive word-of-mouth, and purchase intentions939 cited
  • 1998An Experimental Investigation of Customer Reactions to Service Failure and Recovery Encounters797 cited
  • 2005How Organizational Complaint Handling Drives Customer Loyalty: An Analysis of the Mechanistic and the Organic Approach771 cited
  • 2000Customer‐perceived value in industrial contexts694 cited
  • 2003How emotions mediate the effects of perceived justice on loyalty in service recovery situations: an empirical study685 cited

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  • 1994Antecedents to Customer Expectations for Service Recovery673 cited
  • 2003Application of Fairness Theory to Service Failures and Service Recovery649 cited
  • 2004The impact of service failure severity on service recovery evaluations andpost‐recovery relationships581 cited
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    • 2023Impact of failure severity levels on satisfaction and behavior: from the perspectives of justice theory and regulatory focus theory18 cited