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Justice strategy options for increased customer satisfaction in a services recovery setting

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  1. Xiaofei Li & Baolong Ma & Rubing Bai, 2020. "Do you respond sincerely? How sellers’ responses to online reviews affect customer relationship and repurchase intention," Frontiers of Business Research in China, Springer, vol. 14(1), pages 1-13, December.
  2. Gelbrich, Katja & Gäthke, Jana & Grégoire, Yany, 2016. "How a firm's best versus normal customers react to compensation after a service failure," Journal of Business Research, Elsevier, vol. 69(10), pages 4331-4339.
  3. Surachartkumtonkun, Jiraporn & Patterson, Paul G. & McColl-Kennedy, Janet R., 2013. "Customer Rage Back-Story: Linking Needs-Based Cognitive Appraisal to Service Failure Type," Journal of Retailing, Elsevier, vol. 89(1), pages 72-87.
  4. McQuilken, Lisa, 2010. "The influence of failure severity and employee effort on service recovery in a service guarantee context," Australasian marketing journal, Elsevier, vol. 18(4), pages 214-221.
  5. Jesús Cambra-Fierro & Iguácel Melero-Polo & Javier Sese, 2015. "Does the nature of the relationship really matter? An analysis of the roles of loyalty and involvement in service recovery processes," Service Business, Springer;Pan-Pacific Business Association, vol. 9(2), pages 297-320, June.
  6. Alt, Elisabeth & Gelbrich, Katja, 2009. "Beschwerdebehandlung und Nachbeschwerdeverhalten im interkulturellen Kontext," Ilmenauer Schriften zur Betriebswirtschaftslehre, Technische Universität Ilmenau, Institut für Betriebswirtschaftslehre, volume 1, number 12009.
  7. Wang, Yi-Shun & Wu, Shun-Cheng & Lin, Hsin-Hui & Wang, Yu-Yin, 2011. "The relationship of service failure severity, service recovery justice and perceived switching costs with customer loyalty in the context of e-tailing," International Journal of Information Management, Elsevier, vol. 31(4), pages 350-359.
  8. Adnan A. S. Alali, 2023. "Stimuli of Organization Citizenship Behavior and Performance: The Moderating Role of Organizational Strategy Awareness," International Journal of Business and Management, Canadian Center of Science and Education, vol. 18(1), pages 1-26, February.
  9. Gavriel Meirovich & Myunghee Mindy Jeon & Linda Jane Coleman, 2020. "Interaction of normative and predictive expectations in customer satisfaction and emotions," Journal of Marketing Analytics, Palgrave Macmillan, vol. 8(2), pages 69-84, June.
  10. Yuan-Shuh Lii & May-Ching Ding & Chih-Huang Lin, 2018. "Fair or Unfair: The Moderating Effect of Sustainable CSR Practices on Anticipatory Justice Following Service Failure Recovery," Sustainability, MDPI, vol. 10(12), pages 1-21, December.
  11. Gomaa Agag, 2019. "E-commerce Ethics and Its Impact on Buyer Repurchase Intentions and Loyalty: An Empirical Study of Small and Medium Egyptian Businesses," Journal of Business Ethics, Springer, vol. 154(2), pages 389-410, January.
  12. Nobuyuki Fukawa & Sunil Erevelles, 2014. "Perceived Reasonableness and Morals in Service Encounters," Journal of Business Ethics, Springer, vol. 125(3), pages 381-400, December.
  13. Phimai Nuansi & Piya Ngamcharoenmongkol, 2021. "Proactive Complaint Management: Effects of Customer Voice Initiation on Perceived Justices, Satisfaction, and Negative Word-of-Mouth," SAGE Open, , vol. 11(3), pages 21582440211, September.
  14. 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.
  15. Leo, Cheryl & Russell-Bennett, Rebekah, 2014. "Developing a multidimensional scale of customer-oriented deviance (COD)," Journal of Business Research, Elsevier, vol. 67(6), pages 1218-1225.
  16. 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.
  17. Bambauer-Sachse, Silke & Rabeson, Landisoa, 2015. "Determining adequate tangible compensation in service recovery processes for developed and developing countries: The role of severity and responsibility," Journal of Retailing and Consumer Services, Elsevier, vol. 22(C), pages 117-127.
  18. Hornik, Jacob & Rachamim, Matti, 2023. "Justice for all: A marketing perspective and research agenda," Journal of Business Research, Elsevier, vol. 159(C).
  19. Gohary, Ali & Hamzelu, Bahman & Alizadeh, Hamid, 2016. "Please explain why it happened! How perceived justice and customer involvement affect post co-recovery evaluations: A study of Iranian online shoppers," Journal of Retailing and Consumer Services, Elsevier, vol. 31(C), pages 127-142.
  20. Wolter, Jeremy S. & Bacile, Todd J. & Smith, Jeffery S. & Giebelhausen, Michael, 2019. "The entitlement/forgiveness conflict of self-relevant and self-neutral relationships during service failure and recovery," Journal of Business Research, Elsevier, vol. 104(C), pages 233-246.
  21. Simon, Françoise, 2013. "The influence of empathy in complaint handling: Evidence of gratitudinal and transactional routes to loyalty," Journal of Retailing and Consumer Services, Elsevier, vol. 20(6), pages 599-608.
  22. Sharifi, Seyed Shahin & Aghazadeh, Hashem, 2016. "Discount reference moderates customers' reactions to discount frames after online service failure," Journal of Business Research, Elsevier, vol. 69(10), pages 4074-4080.
  23. Bailing Liu & Paul A. Pavlou & Xiufeng Cheng, 2022. "Achieving a Balance Between Privacy Protection and Data Collection: A Field Experimental Examination of a Theory-Driven Information Technology Solution," Information Systems Research, INFORMS, vol. 33(1), pages 203-223, March.
  24. Houston, Lawrence & Grandey, Alicia A. & Sawyer, Katina, 2018. "Who cares if “service with a smile” is authentic? An expectancy-based model of customer race and differential service reactions," Organizational Behavior and Human Decision Processes, Elsevier, vol. 144(C), pages 85-96.
  25. RiHyun Shin & Jin-Woo Park & DongRyeol Choi, 2024. "Disruptive Passenger Behavior Impact on Overall Service Experience: An Appraisal Theory Perspective," Sustainability, MDPI, vol. 16(7), pages 1-18, March.
  26. 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.
  27. White, Allyn & Breazeale, Michael & Collier, Joel E., 2012. "The Effects of Perceived Fairness on Customer Responses to Retailer SST Push Policies," Journal of Retailing, Elsevier, vol. 88(2), pages 250-261.
  28. Gohary, Ali & Hamzelu, Bahman & Pourazizi, Lida & Hanzaee, Kambiz Heidarzadeh, 2016. "Understanding effects of co-creation on cognitive, affective and behavioral evaluations in service recovery: An ethnocultural analysis," Journal of Retailing and Consumer Services, Elsevier, vol. 31(C), pages 182-198.
  29. Weber, Karin & Sparks, Beverley, 2004. "Consumer attributions and behavioral responses to service failures in strategic airline alliance settings," Journal of Air Transport Management, Elsevier, vol. 10(5), pages 361-367.
  30. Döring, Matthias, 2020. "“Explain, but make no Excuses”: Service Recovery after Public Service Failures," SocArXiv txmdy, Center for Open Science.
  31. 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.
  32. Harrison-Walker, L. Jean, 2019. "The critical role of customer forgiveness in successful service recovery," Journal of Business Research, Elsevier, vol. 95(C), pages 376-391.
  33. Liao, Shuling & Cheng, Colin C.J., 2014. "Brand equity and the exacerbating factors of product innovation failure evaluations: A communication effect perspective," Journal of Business Research, Elsevier, vol. 67(1), pages 2919-2925.
  34. 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.
  35. Chang, Yu-Wei & Chang, Yu-Hern, 2010. "Does service recovery affect satisfaction and customer loyalty? An empirical study of airline services," Journal of Air Transport Management, Elsevier, vol. 16(6), pages 340-342.
  36. Arora, Swapan Deep & Chakraborty, Anirban, 2021. "Intellectual structure of consumer complaining behavior (CCB) research: A bibliometric analysis," Journal of Business Research, Elsevier, vol. 122(C), pages 60-74.
  37. Nidhi Sabharwal & Harmeen Soch, 2011. "Confirmatory Factor Analysis of Determinants of Service Recovery," Global Business Review, International Management Institute, vol. 12(2), pages 297-318, June.
  38. Mathur, Pragya & Sarin Jain, Shalini, 2020. "Not all that glitters is golden: The impact of procedural fairness perceptions on firm evaluations and customer satisfaction with favorable outcomes," Journal of Business Research, Elsevier, vol. 117(C), pages 357-367.
  39. McColl-Kennedy, Janet R. & Sparks, Beverley A. & Nguyen, Doan T., 2011. "Customer's angry voice: Targeting employees or the organization?," Journal of Business Research, Elsevier, vol. 64(7), pages 707-713, July.
  40. Cavdar Aksoy, Nilsah & Yazici, Nihal, 2023. "Does justice affect brand advocacy? Online brand advocacy behaviors as a response to hotel customers’ justice perceptions," Journal of Retailing and Consumer Services, Elsevier, vol. 73(C).
  41. Kuo, Ying-Feng & Wu, Chi-Ming, 2012. "Satisfaction and post-purchase intentions with service recovery of online shopping websites: Perspectives on perceived justice and emotions," International Journal of Information Management, Elsevier, vol. 32(2), pages 127-138.
  42. Gavriel Meirovich & Myunghee Mindy Jeon & Linda Jane Coleman, 0. "Interaction of normative and predictive expectations in customer satisfaction and emotions," Journal of Marketing Analytics, Palgrave Macmillan, vol. 0, pages 1-16.
  43. Waqar Nadeem & Mari Juntunen & Nick Hajli & Mina Tajvidi, 2021. "The Role of Ethical Perceptions in Consumers’ Participation and Value Co-creation on Sharing Economy Platforms," Journal of Business Ethics, Springer, vol. 169(3), pages 421-441, March.
  44. 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, College of Management, National University of Political Studies and Public Administration, vol. 2(4), pages 5-20, April.
  45. Ailie K.Y. Tang & Kee‐hung Lai & T. C. E. Cheng, 2012. "Environmental Governance of Enterprises and their Economic Upshot through Corporate Reputation and Customer Satisfaction," Business Strategy and the Environment, Wiley Blackwell, vol. 21(6), pages 401-411, September.
  46. Jesús Cambra-Fierro & Iguácel Melero-Polo & F. Javier Sese, 2016. "Can complaint-handling efforts promote customer engagement?," Service Business, Springer;Pan-Pacific Business Association, vol. 10(4), pages 847-866, December.
  47. Greer, Dominique A. & Russell-Bennett, Rebekah & Tombs, Alastair & Drennan, Judy, 2014. "Just what the doctor ordered? Investigating the impact of health service quality on consumer misbehaviour," Australasian marketing journal, Elsevier, vol. 22(3), pages 257-267.
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