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The Roles of Service Recovery and Perceived Justice on Post-Recovery Satisfaction in M-Commerce
16 references·0 citing·46 second hopsampled
The Roles of Service Recovery and Perceived Justice on Post-Recovery Satisfaction in M-Commerce (2022)The Roles of Service Recovery and Perceiv…Effect of service recovery on customers’ perceived justice, satisfaction, and word-of-mouth intentions on online shopping websites (2017)Effect of service recovery on…Does higher education service quality effect student satisfaction, image and loyalty? (2016)Does higher education service…Explain the intention to use smartphones for mobile shopping (2014)Explain the intention to use …Understanding Mobile Commerce Continuance Intentions: An Empirical Analysis of Chinese Consumers (2013)Understanding Mobile Commerce…Satisfaction and post-purchase intentions with service recovery of online shopping websites: Perspectives on perceived justice and emotions (2011)Satisfaction and post-purchas…PLS-SEM: Indeed a Silver Bullet (2011)PLS-SEM: Indeed a Silver Bull…Retail spatial evolution: paving the way from traditional to metaverse retailing (2009)Retail spatial evolution: pav…Service Failure and Recovery: The Impact of Relationship Factors on Customer Satisfaction (2003)Service Failure and Recovery:…Organizational Responses to Customer Complaints: What Works and What Doesn’t (2003)Organizational Responses to C…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 …Service failures and recovery in retail banking: the customers’ perspective (2001)Service failures and recovery…On the dimensionality of organizational justice: A construct validation of a measure. (2001)On the dimensionality of orga…A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery (1999)A Model of Customer Satisfact…The effects of distributive, procedural, and interactional justice on postcomplaint behavior (1997)The effects of distributive, …An Application of Equity Theory to Buyer-Seller Exchange Situations (1978)An Application of Equity Theo…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)To Empower or Not to Empower Your Sales Force? An Empirical Examination of the Influence of Leadership Empowerment Behavior on Customer Satisfaction and Performance. 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(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)On the Evaluation of Structural Equation Models (1988)A new criterion for assessing discriminant validity in variance-based structural equation modeling (2014)Partial least squares structural equation modeling (PLS-SEM) (2014)When to use and how to report the results of PLS-SEM (2018)A Conceptual Model of Service Quality and Its Implications for Future Research (1985)A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery (1999)Exchange and Power in Social Life (2017)The Service Encounter: Diagnosing Favorable and Unfavorable Incidents (1990)Customer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing (1998)Consumer responses to compensation, speed of recovery and apology after a service failure (2004)How Organizational Complaint Handling Drives Customer Loyalty: An Analysis of the Mechanistic and the Organic Approach (2005)Responding to negative online reviews: The effects of hotel responses on customer inferences of trust and concern (2015)Comparative fit indexes in structural models. (1990)Alternative Ways of Assessing Model Fit (1992)Justice at the millenium: A meta-analytic review of 25 years of organizational justice research. (2001)Antecedents and consequences of employee engagement (2006)Self-Determination Theory in Work Organizations: The State of a Science (2017)Common method biases in behavioral research: A critical review of the literature and recommended remedies. (2003)Student satisfaction in higher education: a meta-analytic study (2017)Critical factors affecting students’ satisfaction with higher education in Sri Lanka (2018)HEISQUAL: A modern approach to measure service quality in higher education institutions (2020)Coefficient Alpha and the Internal Structure of Tests (1951)A Theory of Cognitive Dissonance (1957)Consumer Perceptions of Interpersonal Equity and Satisfaction in Transactions: A Field Survey Approach (1989)The Effects of Price-Comparison Advertising on Buyers' Perceptions of Acquisition Value, Transaction Value, and Behavioral Intentions (1998)Investments in Consumer Relationships: A Cross-Country and Cross-Industry Exploration (2001)A Theory of Cognitive Dissonance (2017)Consumer Trust, Value, and Loyalty in Relational Exchanges (2002)Customer repurchase intention (2003)Understanding Customer Experience Throughout the Customer Journey (2016)
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References

  • 2011PLS-SEM: Indeed a Silver Bullet22,692 cited
  • 2001On the dimensionality of organizational justice: A construct validation of a measure.5,992 cited
  • 1999A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery2,753 cited
  • 1997The effects of distributive, procedural, and interactional justice on postcomplaint behavior1,396 cited
  • 2002A Longitudinal Study of Complaining Customers' Evaluations of Multiple Service Failures and Recovery Efforts1,212 cited
  • 2003Service Failure and Recovery: The Impact of Relationship Factors on Customer Satisfaction966 cited
  • 2001Service recovery's influence on consumer satisfaction, positive word-of-mouth, and purchase intentions958 cited
  • 2003Organizational Responses to Customer Complaints: What Works and What Doesn’t636 cited
  • 1978An Application of Equity Theory to Buyer-Seller Exchange Situations471 cited
  • 2016Does higher education service quality effect student satisfaction, image and loyalty?464 cited
  • 2014Explain the intention to use smartphones for mobile shopping424 cited
  • 2011Satisfaction and post-purchase intentions with service recovery of online shopping websites: Perspectives on perceived justice and emotions336 cited
  • 2009Retail spatial evolution: paving the way from traditional to metaverse retailing287 cited
  • 2013Understanding Mobile Commerce Continuance Intentions: An Empirical Analysis of Chinese Consumers

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231 cited
  • 2017Effect of service recovery on customers’ perceived justice, satisfaction, and word-of-mouth intentions on online shopping websites231 cited
  • 2001Service failures and recovery in retail banking: the customers’ perspective220 cited
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