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Effect of service recovery on customers’ perceived justice, satisfaction, and word-of-mouth intentions on online shopping websites

Citations

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Cited by:

  1. Loureiro, Sandra M.C. & Cavallero, Luisa & Miranda, Francisco Javier, 2018. "Fashion brands on retail websites: Customer performance expectancy and e-word-of-mouth," Journal of Retailing and Consumer Services, Elsevier, vol. 41(C), pages 131-141.
  2. Liu, Yang & Cheng, Peng & Ouyang, Zhe, 2021. "How trust mediate the effects of perceived justice on loyalty: A study in the context of automotive recall in China," Journal of Retailing and Consumer Services, Elsevier, vol. 58(C).
  3. Gangwei Cai & Yan Hong & Lei Xu & Weijun Gao & Ka Wang & Xiaoting Chi, 2020. "An Evaluation of Green Ryokans through a Tourism Accommodation Survey and Customer-Satisfaction-Related CASBEE–IPA after COVID-19 Pandemic," Sustainability, MDPI, vol. 13(1), pages 1-24, December.
  4. Chen, Jing & Yu, Bo & Chen, Bintong & Liu, Zhuojun, 2023. "Lenient vs. stringent returns policies in the presence of fraudulent returns: The role of customers’ fairness perceptions," Omega, Elsevier, vol. 117(C).
  5. Steven Kayambazinthu Msosa & Nkululeko Fuyane, 2020. "Making Sense of Service Recovery in Higher Education Institutions: Exploring the Relationship between Perceived Justice and Recovery Satisfaction," International Journal of Economics & Business Administration (IJEBA), International Journal of Economics & Business Administration (IJEBA), vol. 0(1), pages 340-352.
  6. Liu, Biqiang & Li, Yaoqi, 2022. "Teddy-bear effect in service recovery," Annals of Tourism Research, Elsevier, vol. 94(C).
  7. Bagherzadeh, Ramin & Rawal, Monika & Wei, Shuqin & Saavedra Torres, Jose Luis, 2020. "The journey from customer participation in service failure to co-creation in service recovery," Journal of Retailing and Consumer Services, Elsevier, vol. 54(C).
  8. Das, Manoj & Ramalingam, Mahesh, 2023. "To praise or not to praise- Role of word of mouth in food delivery apps," Journal of Retailing and Consumer Services, Elsevier, vol. 74(C).
  9. Jones, Michael A. & Taylor, Valerie A., 2018. "Marketer requests for positive post-purchase satisfaction evaluations: Consumer depth interview findings," Journal of Retailing and Consumer Services, Elsevier, vol. 41(C), pages 218-226.
  10. Xu, Xing'an & Liu, Juan & Gursoy, Dogan, 2022. "Emotional intelligence similarity in service recovery," Annals of Tourism Research, Elsevier, vol. 96(C).
  11. Bai, Yanzhuang & Li, Tingwu & Zheng, Chundong, 2022. "Is there any value in the online reviews of remedial satisfied customers? An empirical study in the hospitality industry," Journal of Retailing and Consumer Services, Elsevier, vol. 64(C).
  12. Subodh Dubey & Ishant Sharma & Sabyasachee Mishra & Oded Cats & Prateek Bansal, 2021. "A General Framework to Forecast the Adoption of Novel Products: A Case of Autonomous Vehicles," Papers 2109.06169, arXiv.org.
  13. Oghazi, Pejvak & Karlsson, Stefan & Hellström, Daniel & Hjort, Klas, 2018. "Online purchase return policy leniency and purchase decision: Mediating role of consumer trust," Journal of Retailing and Consumer Services, Elsevier, vol. 41(C), pages 190-200.
  14. Talwar, Manish & Talwar, Shalini & Kaur, Puneet & Islam, A.K.M. Najmul & Dhir, Amandeep, 2021. "Positive and negative word of mouth (WOM) are not necessarily opposites: A reappraisal using the dual factor theory," Journal of Retailing and Consumer Services, Elsevier, vol. 63(C).
  15. Harun, Ahasan & Rokonuzzaman, Md, 2021. "Pursuit of loyalty in service recovery: The roles of brand equity and cognitive reappraisal as moderators," Journal of Retailing and Consumer Services, Elsevier, vol. 62(C).
  16. Duan, Yongrui & Liu, Tonghui & Mao, Zhixin, 2022. "How online reviews and coupons affect sales and pricing: An empirical study based on e-commerce platform," Journal of Retailing and Consumer Services, Elsevier, vol. 65(C).
  17. Wang, Zheng & Wang, Lun & Ji, Ying & Zuo, Lulu & Qu, Shaojian, 2022. "A novel data-driven weighted sentiment analysis based on information entropy for perceived satisfaction," Journal of Retailing and Consumer Services, Elsevier, vol. 68(C).
  18. Fernandes, Semila & Venkatesh, V.G. & Panda, Rajesh & Shi, Yangyan, 2021. "Measurement of factors influencing online shopper buying decisions: A scale development and validation," Journal of Retailing and Consumer Services, Elsevier, vol. 59(C).
  19. Steven Kayambazinthu Msosa, 2021. "Integrating Technology And Digital Connectivity In Service Recovery Strategies To Achieve Recovery Satisfaction During The Covid-19 Pandemic: A Hybrid Approach," Baltic Journal of Economic Studies, Publishing house "Baltija Publishing", vol. 7(5).
  20. Dubey, Subodh & Sharma, Ishant & Mishra, Sabyasachee & Cats, Oded & Bansal, Prateek, 2022. "A General Framework to Forecast the Adoption of Novel Products: A Case of Autonomous Vehicles," Transportation Research Part B: Methodological, Elsevier, vol. 165(C), pages 63-95.
  21. Ying Kai Liao & Chih Ying Wu & Giang Nu To Truong & Yen Thi Do, 2022. "The Roles of Service Recovery and Perceived Justice on Post-Recovery Satisfaction in M-Commerce," Sustainability, MDPI, vol. 14(22), pages 1-20, November.
  22. Mathieu Lajante & David Remisch & Nikita Dorofeev, 2023. "Can robots recover a service using interactional justice as employees do? A literature review-based assessment," Service Business, Springer;Pan-Pacific Business Association, vol. 17(1), pages 315-357, March.
  23. Alfredo Flores-Hernández & Ana Olavarría-Jaraba & Guadalupe Valera-Blanes & Rosario Vázquez-Carrasco, 2020. "Sustainability and Branding in Retail: A Model of Chain of Effects," Sustainability, MDPI, vol. 12(14), pages 1-15, July.
  24. Barari, Mojtaba & Ross, Mitchell & Surachartkumtonkun, Jiraporn, 2020. "Negative and positive customer shopping experience in an online context," Journal of Retailing and Consumer Services, Elsevier, vol. 53(C).
  25. Jasenko Arsenovic & Bo Edvardsson & Tobias Otterbring & Bård Tronvoll, 2023. "Money for Nothing: The Impact of Compensation on Customers’ Bad-Mouthing in Service Recovery Encounters," Marketing Letters, Springer, vol. 34(1), pages 69-82, March.
  26. Ku, Hsuan-Hsuan & Shang, Rong-An & Fu, Yi-Fan, 2021. "Social learning effects of complaint handling on social media: Self-construal as a moderator," Journal of Retailing and Consumer Services, Elsevier, vol. 59(C).
  27. Chebat Elise & Roth Yefim & Chebat Jean Charles, 2020. "How Culture Moderates the Effects of Justice in Service Recovery," Review of Marketing Science, De Gruyter, vol. 18(1), pages 21-41, September.
  28. Joseph Lok-Man Lee & Calvin Wah-On Cheng & Vanessa Shun-Wah Liu, 2022. "Core Chinese cultural values: Perceived justice and post-recovery satisfaction in higher education services," Service Business, Springer;Pan-Pacific Business Association, vol. 16(3), pages 743-770, September.
  29. Azzam Rifi & Rania B. Mostafa, 2022. "Brand credibility and customer-based brand equity: a service recovery perspective," Journal of Financial Services Marketing, Palgrave Macmillan, vol. 27(1), pages 1-16, March.
  30. Javornik, Ana & Filieri, Raffaele & Gumann, Ralph, 2020. "“Don't Forget that Others Are Watching, Too!” The Effect of Conversational Human Voice and Reply Length on Observers' Perceptions of Complaint Handling in Social Media," Journal of Interactive Marketing, Elsevier, vol. 50(C), pages 100-119.
  31. Sooyun Kim, 2022. "Effective and Ineffective Service Recovery Recipes in the Peer-to-Peer (P2P) Sharing-Service Model: Using the Fuzzy-Set Qualitative Comparative Analysis (fsQCA) Approach," Sustainability, MDPI, vol. 14(5), pages 1-13, February.
  32. Wu, Jia-Jhou & Chang, Sue-Ting, 2020. "Exploring customer sentiment regarding online retail services: A topic-based approach," Journal of Retailing and Consumer Services, Elsevier, vol. 55(C).
  33. Steven Kayambazinthu Msosa, 2020. "The impact of Perceived Justice on Students’ Negative Emotional Responses during Service Recovery," International Journal of Higher Education, Sciedu Press, vol. 9(5), pages 230-230, October.
  34. Lee, Wei-Long & Liu, Chih-Hsing & Tseng, Tzu-Wen, 2022. "The multiple effects of service innovation and quality on transitional and electronic word-of-mouth in predicting customer behaviour," Journal of Retailing and Consumer Services, Elsevier, vol. 64(C).
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