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Examining the impact of service recovery resilience in the context of product replacement: the roles of perceived procedural and interactional justice
16 references·3 citing·44 second hop
Examining the impact of service recovery resilience in the context of product replacement: the roles of perceived procedural and interactional justice (2022)Examining the impact of service recovery …Firm's resilience to supply chain disruptions: Scale development and empirical examination (2014)Firm's resilience to supply c…ENSURING SUPPLY CHAIN RESILIENCE: DEVELOPMENT OF A CONCEPTUAL FRAMEWORK (2010)ENSURING SUPPLY CHAIN RESILIE…Understanding the concept of supply chain resilience (2009)Understanding the concept of …G*Power 3: A flexible statistical power analysis program for the social, behavioral, and biomedical sciences (2007)G*Power 3: A flexible statist…Psychological Testing: A Practical Approach to Design and Evaluation (2005)Psychological Testing: A Prac…E-S-QUAL (2004)E-S-QUALCustomer loyalty in e-commerce: an exploration of its antecedents and consequences (2002)Customer loyalty in e-commerc…On the dimensionality of organizational justice: A construct validation of a measure. (2001)On the dimensionality of orga…Cutoff criteria for fit indexes in covariance structure analysis: Conventional criteria versus new alternatives (1999)Cutoff criteria for fit index…A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery (1999)A Model of Customer Satisfact…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, …On the Evaluation of Structural Equation Models (1988)On the Evaluation of Structur…Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)Consumer Perceptions of Price…Interactional justice : communication criteria of fairness (1986)Interactional justice : commu…Evaluating Structural Equation Models with Unobservable Variables and Measurement Error (1981)Evaluating Structural Equatio…The BORIS experience: evaluating omnichannel returns and repurchase intention (2024)The BORIS experience: evaluat…Consumer perspectives on interventions to combat fraudulent product returns in omnichannel fashion retail (2024)Consumer perspectives on inte…Why do Consumers Forgive Online Travel Agencies? A Multi-study Approach (2023)Why do Consumers Forgive Onli…Firm Resources and Sustained Competitive Advantage (1991)Dynamic capabilities and strategic management (1997)Firm resources and sustained competitive advantage (2004)Resilience: the concept, a literature review and future directions (2011)Resilience in Business and Management Research: A Review of Influential Publications and a Research Agenda (2015)Information and Consumer Behavior (1970)The nature of human values (1973)A Conceptual Model of Service Quality and Its Implications for Future Research (1985)The Effect of a Market Orientation on Business Profitability (1990)Conceptualizing, Measuring, and Managing Customer-Based Brand Equity (1993)Consumer Acceptance and Use of Information Technology: Extending the Unified Theory of Acceptance and Use of Technology1 (2012)Significance tests and goodness of fit in the analysis of covariance structures. (1980)Comparative fit indexes in structural models. 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(2001)Antecedents and consequences of employee engagement (2006)Putting the S back in corporate social responsibility: A multilevel theory of social change in organizations (2007)Perceived Usefulness, Perceived Ease of Use, and User Acceptance of Information Technology (1989)Consumer e-shopping acceptance: Antecedents in a technology acceptance model (2008)An Updated and Streamlined Technology Readiness Index (2014)Understanding Customer Experience Throughout the Customer Journey (2016)SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)The Commitment-Trust Theory of Relationship Marketing (1994)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)An integrative framework for explaining reactions to decisions: Interactive effects of outcomes and procedures. 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References

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  • 1999Cutoff criteria for fit indexes in covariance structure analysis: Conventional criteria versus new alternatives108,592 cited
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  • 1988On the Evaluation of Structural Equation Models26,139 cited
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  • 2001On the dimensionality of organizational justice: A construct validation of a measure.5,743 cited
  • 2004E-S-QUAL3,962 cited
  • 1986Interactional justice : communication criteria of fairness2,766 cited
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  • 2010ENSURING SUPPLY CHAIN RESILIENCE: DEVELOPMENT OF A CONCEPTUAL FRAMEWORK1,500 cited
  • 1999A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery

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1,465 cited
  • 2014Firm's resilience to supply chain disruptions: Scale development and empirical examination1,394 cited
  • 1997The effects of distributive, procedural, and interactional justice on postcomplaint behavior1,393 cited
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    • 2023Why do Consumers Forgive Online Travel Agencies? A Multi-study Approach34 cited
    • 2024Consumer perspectives on interventions to combat fraudulent product returns in omnichannel fashion retail12 cited
    • 2024The BORIS experience: evaluating omnichannel returns and repurchase intention12 cited