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Customers’ perceived justice, emotions, direct and indirect reactions to service recovery: Moderating effects of recovery efforts

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References

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2002A Longitudinal Study of Complaining Customers' Evaluations of Multiple Service Failures and Recovery Efforts1,201 cited

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2010The influence of user-generated content on traveler behavior: An empirical investigation on the effects of e-word-of-mouth to hotel online bookings1,165 cited

1992Emotion and adaptation1,146 cited

Cited by

2018Exploring online customer engagement with hospitality products and its relationship with involvement, emotional states, experience and brand advocacy166 cited
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2023Service failure and service recovery: A hybrid review and research agenda52 cited
2019The Customer Isn’t Always Right: The Implications of Illegitimate Complaints48 cited
2022Does service recovery matter? Relationships among perceived recovery justice, recovery satisfaction and customer affection and repurchase intentions: the moderating role of gender42 cited
2024Customer Responses to Airline Service Failure: Perspectives from Expectation Disconfirmation Theory38 cited
2020Why Service Recovery Fails? Examining the Roles of Restaurant Type and Failure Severity in Double Deviation With Justice Theory37 cited
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2020“It’s not worth the effort”! Examining service recovery in Airbnb and other homesharing platforms35 cited
2024Brand hate: a systematic literature review and future perspectives34 cited
2021Service employees’ workplace fun and turnover intention: the influence of psychological capital and work engagement32 cited
2023Can a smile help healing service failures? The interplay of employee emotions, guest emotions and justice perceptions for successful service recoveries in the hospitality industry28 cited
2019Determinants of banking consumers’ engagement in post service failure positive word-of-mouth28 cited
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2025Undoing greenwashing: the roles of greenwashing severity, consumer forgiveness, growth beliefs and apology sincerity18 cited