Perceived justice in service recovery and behavioral intentions: The role of relationship quality
Volume: 28, Issue: 3, Pages: 319 - 327
Published: Sep 1, 2009
Abstract
This study examined restaurant customers’ perceptions of justice according to service recovery effort levels and whether perceived justice influences customers’ future behavioral intentions. This study also investigated whether the effects of perceived justice on future behavioral intentions vary across customers’ relationship quality levels. The results showed that high recovery efforts were consistently evaluated highly in terms of perceived...
Paper Details
Title
Perceived justice in service recovery and behavioral intentions: The role of relationship quality
Published Date
Sep 1, 2009
Volume
28
Issue
3
Pages
319 - 327
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