Original paper
Satisfaction with service recovery: Perceived justice and emotional responses
Abstract
This study examines the relationship between perceived justice, emotions, and satisfaction during service recovery (SR). The current research work proposes a model analyzing the direct effects of justice on satisfaction, along with its indirect effects, via emotions. A field study that captures consumer perceptions of actual SR situations in the cellular-telephone sector tests the model. The paper investigates the relative effects of the...
Paper Details
Title
Satisfaction with service recovery: Perceived justice and emotional responses
Published Date
Aug 1, 2009
Journal
Volume
62
Issue
8
Pages
775 - 781
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Notes
History