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The effects of perceived service recovery justice on customer affection, loyalty, and word-of-mouth

✍ Scribed by Choi, Beomjoon; Choi, Beom-Jin

Book ID
121803914
Publisher
Emerald Group Publishing Limited
Year
2014
Tongue
English
Weight
224 KB
Volume
48
Category
Article
ISSN
0309-0566

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## 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