Perceived justice and recovery satisfaction: the moderating role of customer-perceived quality
Recovery strategies are critical to service providers in their efforts to maintain satisfied and loyal customers. While the existing research shows that recovery satisfaction is a function of customer perception of distributive, procedural and interactional justice, the present study considers an im...
| Main Authors: | , |
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| Format: | Article |
| Language: | English |
| Published: |
Sciendo
2015-09-01
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| Series: | Management şi Marketing |
| Subjects: | |
| Online Access: | https://doi.org/10.1515/mmcks-2015-0011 |