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Justice-Based Service Recovery Expectations: Measurement and Antecedents
Chi Kin Bennett Yim
, Flora Fang Gu
,
Wa Kimmy Chan
, David K. Tse
Research output
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Journal article
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peer-review
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Keyphrases
Distributive Justice
100%
Justice
100%
Interactional Justice
100%
Service Recovery Expectation
100%
Recovery Expectations
100%
Service Failure
66%
Procedural
66%
Interactive Effects
33%
Procedural Justice
33%
Perceived Justice
33%
Disconfirmation
33%
Switching Costs
33%
Expectation Disconfirmation
33%
Consumer Recovery
33%
After Service
33%
Customer Organization
33%
Alternative Conceptualization
33%
Expectancy Disconfirmation Model
33%
Social Sciences
Justice
100%
Distributive Justice
28%
Normativity
14%
Organization Relationship
14%