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Impact of Participative Service Relationships on Quality, Satisfaction and Retention: An Exploratory Study

✍ Scribed by Christine T. Ennew; Martin R. Binks

Book ID
117320257
Publisher
Elsevier Science
Year
1999
Tongue
English
Weight
134 KB
Volume
46
Category
Article
ISSN
0148-2963

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✍ 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