Does service recovery matter? Relationships among perceived recovery justice, recovery satisfaction and customer affection and repurchase intentions: the moderating role of gender
Purpose: The purpose of this study/paper is first to determine the impact of perceived recovery justice (PRJ) (as a second-order construct) on recovery satisfaction and repurchase intentions; secondly, to investigate the mediating impact of customer affection and recovery satisfaction (on the relati...
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| Main Authors: | , , , , |
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| Format: | Article |
| Published: |
Emerald Group Holdings Ltd.
2022
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| Online Access: | https://www.scopus.com/inward/record.uri?eid=2-s2.0-85128242720&doi=10.1108%2fJABS-02-2021-0060&partnerID=40&md5=b2e0324f99dd0ab0572c4bd9215938c0 http://eprints.utp.edu.my/33259/ |
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