Perceived Justice in Service Recovery and Recovery Satisfaction: The Moderating Role of Corporate Image [PDF]
, 2010 The purpose of this study is to assess the influence of perceived justice on recovery satisfaction and to examine the moderating role of corporate image in the relationship between perceived justice and recovery satisfaction.
Ismail, Ishak +3 more
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Perceived service recovery justice and customer re-patronage intentions: Sequential mediation
Cogent Business & Management, 2021 The aims of this time-lagged study are twofold, first to identify the effect of perceived justice (as a second-order construct) on recovery satisfaction and customer affection; secondly, to investigate the effect of customer affection and recovery ...
Muhammad Asghar Ali +4 more
doaj +1 more source
Service recovery's impact on customers next-in-line [PDF]
, 2013 Purpose - Previous research considers service recovery as a one-on-one interaction between a service provider and a complaining customer. However, customers frequently complain at the place where they receive the service, making an investigation of the ...
Larivière, Bart +2 more
core +2 more sources
The Intentional Use of Service Recovery Strategies to Influence Consumer Emotion, Cognition and Behaviour [PDF]
, 2007 Service recovery strategies have been identified as a critical factor in the success of. service organizations. This study develops a conceptual frame work to investigate how specific service recovery strategies influence the emotional, cognitive and ...
A. Palmer, R. Beggs, C. Keown-McMullan +61 more
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THE RELATIONSHIP BETWEEN SERVICE FAILURE, SERVICE RECOVERY AND AIRLINE PASSENGER SATISFACTION
PROCEEDING FOR GLOBAL TOURISM CONFERENCE (GTC) 2021, 2021 Service failures and the following service recovery of a firm can greatly influence customer satisfaction, customer loyalty and the relationship quality with the firm, regardless of other firm’s efforts to establish strong relationships with its customers in the long run.
Siti Falindah Padlee +6 more
openaire +1 more source
Perceived Justice and Customer Loyalty in the Situation of Beauty Service Failure
SAGE Open, 2023 The hair salons industry has seen many players coming into the market due to low entry barriers and thus it is getting harder to attract new customers in a highly competitive market. As a result, operators are competing more on delivering better services.
Hyun-Kyung Choi +2 more
doaj +1 more source
Frontiers in Psychology, 2022 Brand evangelism is essential to the profitability of e-shops, but the effects of failure attribution and recovery justice in encouraging brand evangelism in the online service recovery context are not straightforward. Grounded on a framework integrating
Tingting Zhu, Sung Kyu Park
doaj +1 more source
Urban Science, 2023 The impact of service disruptions to critical utility services due to natural disasters is evident during delays in emergency responses and humanitarian relief, especially for urban populations with highly interdependent infrastructures.
Roberto Suson +7 more
doaj +1 more source
The Role of the Employee: An Exploratory Study in Service Recovery Satisfaction in the Luxury Resort Industry [PDF]
, 2011 Satisfaction plays a key role in the service industry and especially in the hospitality industry (Edvardsson, Johnson, Gustafsson & Strandvik, 2000). This study seeks to explore satisfaction and organizational commitment in relation to service recovery ...
Crawford, Alleah +1 more
core +2 more sources
Making sense of service recovery in higher education institutions : exploring the relationship between perceived justice and recovery satisfaction [PDF]
, 2020 Purpose: This paper aims to explore the relationship between perceived justice and recovery satisfaction in higher education institutions. Design/Methodology/Approach: Responses were collected from a purposive sample of 430 full-time students across ...
Fuyane, Nkululeko +1 more
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