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ArticleConsumer Reactions to Unethical Service Recovery

Elizabeth C. Alexander2002

Article2002

Consumer Reactions to Unethical Service Recovery

Elizabeth C. Alexander

97 citations·0/0 files stored·Journal of Business Ethics

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Customer Service Quality and Loyalty Consumer Behavior in Brand Consumption and Identification Ethics in Business and Education

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References

1990Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses 1990The Service Encounter: Diagnosing Favorable and Unfavorable Incidents 1987Consumer Ethnocentrism: Construction and Validation of the CETSCALE 1994An assessment of the relationship between service quality and customer satisfaction in the formation of consumers' purchase intentions 1994Critical Service Encounters: The Employee's Viewpoint 1988Consumer Complaint Intentions and Behavior: Definitional and Taxonomical Issues 1992A Catastrophe Model for Developing Service Satisfaction Strategies 1992Consumer responses to service failures: Influence of procedural and interactional fairness perceptions

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2012Effects of compensation for service recovery: From the equity theory perspective 2009Betrayal? Relationship quality implications in service recovery 2019Perceived justice and CSR after service recovery 2004Reputation, Corporate Social Responsibility and Market Regulation 2011Service recovery: Literature review and research issues

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Year2002

Typearticle

Published2002-03-01

VenueJournal of Business Ethics

ISSN-L0167-4544

Languageen

Citations97

Files0 public / 0

ShelfCustomer Service Quality and Loyalty

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doi10.1023/a:1014086327876

openalex_workW2294044539

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2009Concepts of price fairness: empirical research into the Dutch coffee market

2016The effect of CSR on consumer behavioral responses after service failure and recovery

2004E-Complaint