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How emotions mediate the effects of perceived justice on loyalty in service recovery situations: an empirical study


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  • Chebat, Jean-Charles
  • Slusarczyk, Witold
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    Article provided by Elsevier in its journal Journal of Business Research.

    Volume (Year): 58 (2005)
    Issue (Month): 5 (May)
    Pages: 664-673

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    Handle: RePEc:eee:jbrese:v:58:y:2005:i:5:p:664-673

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    1. Hornik, Jacob, 1988. "Cognitive thoughts mediating compliance in multiple request situations," Journal of Economic Psychology, Elsevier, vol. 9(1), pages 69-79, March.
    2. Gurdon, Michael A. & Savitt, Ronald & Pribova, Marie, 1999. "Consumer activism in the Czech Republic: the role of exit and voice in a changing economy," Journal of Behavioral and Experimental Economics (formerly The Journal of Socio-Economics), Elsevier, vol. 28(1), pages 3-19.
    3. Mano, Haim, 1992. "Judgments under distress: Assessing the role of unpleasantness and arousal in judgment formation," Organizational Behavior and Human Decision Processes, Elsevier, vol. 52(2), pages 216-245, July.
    4. Greenwald, Anthony G & Leavitt, Clark, 1984. " Audience Involvement in Advertising: Four Levels," Journal of Consumer Research, University of Chicago Press, vol. 11(1), pages 581-92, June.
    5. Mano, Haim, 1994. "Risk-Taking, Framing Effects, and Affect," Organizational Behavior and Human Decision Processes, Elsevier, vol. 57(1), pages 38-58, January.
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    Cited by:
    1. Sergio Carvalho & Sankar Sen & Márcio Oliveira Mota & Renata Lima, 2010. "Consumer Reactions to CSR: A Brazilian Perspective," Journal of Business Ethics, Springer, vol. 91(2), pages 291-310, February.
    2. Walsh, Gianfranco & Shiu, Edward & Hassan, Louise M. & Michaelidou, Nina & Beatty, Sharon E., 2011. "Emotions, store-environmental cues, store-choice criteria, and marketing outcomes," Journal of Business Research, Elsevier, vol. 64(7), pages 737-744, July.
    3. Ana B. Casado & Juan Luis Nicolau & Francisco Mas Ruiz, 2008. "The negative effects of failed service recoveries," Working Papers. Serie EC 2008-07, Instituto Valenciano de Investigaciones Económicas, S.A. (Ivie).
    4. Goudarzi, Kiane & Borges, Adilson & Chebat, Jean Charles, 2013. "Should retailers pay to bring customers back? The impact of quick response and coupons on purchase outcomes," Journal of Business Research, Elsevier, vol. 66(5), pages 665-669.
    5. Vikas Gautam, 2011. "Investigating the Moderating Role of Corporate Image in the Relationship between Perceived Justice and Recovery Satisfaction: Evidence from Indian Aviation Industry," International Review of Management and Marketing, Econjournals, vol. 1(4), pages 74-85.
    6. Rodolfo Vázquez-Casielles & Ana del Río-Lanza & Ana Díaz-Martín, 2007. "Quality of past performance: Impact on consumers’ responses to service failure," Marketing Letters, Springer, vol. 18(4), pages 249-264, December.
    7. Scheuerman, Heather L., 2013. "The relationship between injustice and crime: A general strain theory approach," Journal of Criminal Justice, Elsevier, vol. 41(6), pages 375-385.
    8. Shaheen MANSORI & Goh Guann TYNG & Zarina Mizam Mohd ISMAIL, 2014. "Service Recovery, Satisfaction and Customers' Post Service Behavior in the Malaysian Banking Sector," Management Dynamics in the Knowledge Economy Journal, College of Management, National University of Political Studies and Public Administration, vol. 2(4), pages 5-20, April.
    9. Brennan, Linda & Binney, Wayne, 2010. "Fear, guilt, and shame appeals in social marketing," Journal of Business Research, Elsevier, vol. 63(2), pages 140-146, February.
    10. Zhou, Yuanyuan & Tsang, Alex S.L. & Huang, Minxue & Zhou, Nan, 2014. "Does delaying service-failure resolution ever make sense?," Journal of Business Research, Elsevier, vol. 67(2), pages 159-166.
    11. Haj-Salem, Narjes & Chebat, Jean-Charles, 2014. "The double-edged sword: The positive and negative effects of switching costs on customer exit and revenge," Journal of Business Research, Elsevier, vol. 67(6), pages 1106-1113.
    12. Lin, Ying-Ching & Fang, Shiuan-Huei, 2013. "The face value of foreign currency on consumer price perception—The moderating effect of product substitution," Journal of Business Research, Elsevier, vol. 66(6), pages 745-751.
    13. Homburg, Christian & Totzek, Dirk & Krämer, Melanie, 2014. "How price complexity takes its toll: The neglected role of a simplicity bias and fairness in price evaluations," Journal of Business Research, Elsevier, vol. 67(6), pages 1114-1122.
    14. Aime, Federico & Meyer, Christopher J. & Humphrey, Stephen E., 2010. "Legitimacy of team rewards: Analyzing legitimacy as a condition for the effectiveness of team incentive designs," Journal of Business Research, Elsevier, vol. 63(1), pages 60-66, January.
    15. Mattila, Anna S. & Cho, Wonae & Ro, Heejung (Cheyenne), 2011. "The role of self-service technologies in restoring justice," Journal of Business Research, Elsevier, vol. 64(4), pages 348-355, April.
    16. Wendy K. T. Gubler & Matthew W. McCarter & Kristie K. W. Seawright & Yuli Zhang, 2008. "Service Recovery in Transition Economies: Russia and China," Managing Global Transitions, University of Primorska, Faculty of Management Koper, vol. 6(1), pages 23-51.
    17. Chebat, Jean-Charles & Davidow, Moshe & Borges, Adilson, 2011. "More on the role of switching costs in service markets: A research note," Journal of Business Research, Elsevier, vol. 64(8), pages 823-829, August.
    18. del Río-Lanza, Ana Belén & Vázquez-Casielles, Rodolfo & Díaz-Martín, Ana M, 2009. "Satisfaction with service recovery: Perceived justice and emotional responses," Journal of Business Research, Elsevier, vol. 62(8), pages 775-781, August.
    19. Lydie Bonnefoy-Claudet & Nabil Ghantous, 2013. "Emotions' Impact on Tourists' Satisfaction with Ski Resorts. The Mediating Role of Perceived Value," Post-Print hal-00946206, HAL.
    20. Wang, Kai-Yu & Liang, Minli & Peracchio, Laura A., 2011. "Strategies to offset dissatisfactory product performance: The role of post-purchase marketing," Journal of Business Research, Elsevier, vol. 64(8), pages 809-815, August.
    21. Ana B. Casado & Francisco J. Mas & Hans Kasper, 2006. "Explaining Satisfaction In Double Deviation Scenarios: The Effects Of Anger And Distributive Justice," Working Papers. Serie EC 2006-09, Instituto Valenciano de Investigaciones Económicas, S.A. (Ivie).


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