The purpose: of this study is to assess the relative influences of distributive (DJ), procedural (PJ), and interactional (Li) justice on customer satisfaction on service recovery and to examine the relationship between recovery satisfaction and subsequent customer relationships: trust, word-of-riwuth (WOM), and revisit intention.Methodology: On-site surveys were administered to collect data from insurance customer who bought, and experienced a service failure.Findings: The effect of DJ on satisfaction with service recovery was stronger than those of PJ and IL Since DJ, PJ, and II have significant effects on trust, WOM, and revisit intention through recovery satisfaction, recovery satisfaction was found to be an important mediating variable....
This study examines the impact of service failure through the model of service recovery evaluation. ...
This study investigated the relationships among justice dimensions (distributive, procedural, interp...
The primary objective of this study is to investigate the effects of service recoveryon customer sat...
The purpose: of this study is to assess the relative influences of distributive (DJ), procedural (PJ...
The aims of this time-lagged study are twofold, first to identify the effect of perceived justice (a...
This study reflects the relationships between perceived justice which consists of distributive justi...
This study examines the impact of service failure through the model of service recovery evaluation. ...
Financial services sector has become so competitive after Malaysia government’s liberalization polic...
Penelitian ini bertujuan untuk mengetahui pengaruh Persepsi Keadilan terhadap Pemulihan Kepuasan Pel...
This study is an extension of earlier research on the effect of perceived justice and perceived loss...
Most companies across the globe are aware the impact of service failure towards the reputation and l...
[[abstract]]This study explores post-recovery satisfaction and post-purchase intentions with service...
Nowadays, the industry of telecommunication service provider in Indonesia is thriving. Telecommunica...
The background of this research is managers need to analyze that customer service failure can arise ...
This research aims to examine and analyse the impact of Distributive Justice, Procedural Justice, & ...
This study examines the impact of service failure through the model of service recovery evaluation. ...
This study investigated the relationships among justice dimensions (distributive, procedural, interp...
The primary objective of this study is to investigate the effects of service recoveryon customer sat...
The purpose: of this study is to assess the relative influences of distributive (DJ), procedural (PJ...
The aims of this time-lagged study are twofold, first to identify the effect of perceived justice (a...
This study reflects the relationships between perceived justice which consists of distributive justi...
This study examines the impact of service failure through the model of service recovery evaluation. ...
Financial services sector has become so competitive after Malaysia government’s liberalization polic...
Penelitian ini bertujuan untuk mengetahui pengaruh Persepsi Keadilan terhadap Pemulihan Kepuasan Pel...
This study is an extension of earlier research on the effect of perceived justice and perceived loss...
Most companies across the globe are aware the impact of service failure towards the reputation and l...
[[abstract]]This study explores post-recovery satisfaction and post-purchase intentions with service...
Nowadays, the industry of telecommunication service provider in Indonesia is thriving. Telecommunica...
The background of this research is managers need to analyze that customer service failure can arise ...
This research aims to examine and analyse the impact of Distributive Justice, Procedural Justice, & ...
This study examines the impact of service failure through the model of service recovery evaluation. ...
This study investigated the relationships among justice dimensions (distributive, procedural, interp...
The primary objective of this study is to investigate the effects of service recoveryon customer sat...