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Betrayal? Relationship quality implications in service recovery

✍ Scribed by Bugg Holloway, Betsy; Wang, Sijun; Beatty, Sharon E.

Book ID
121761826
Publisher
Emerald Group Publishing Limited
Year
2009
Tongue
English
Weight
145 KB
Volume
23
Category
Article
ISSN
0887-6045

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πŸ“œ SIMILAR VOLUMES

Perceived justice of service recovery st
Perceived justice of service recovery strategies: Impact on customer satisfaction and quality relationship
✍ Rodolfo VΓ‘zquez-Casielles; Leticia SuΓ‘rez Álvarez; Ana Maria DΓ­az MartΓ­n πŸ“‚ Article πŸ“… 2010 πŸ› John Wiley and Sons 🌐 English βš– 128 KB

## Abstract This article aims to build on previous research analyzing the effects of perceived justice on customers' satisfaction with service recovery and the attitudinal consequences of the recovery strategies firms adopt after service failures occur. The results obtained from a conceptual model