Does service recovery matter? Relationships among perceived recovery justice, recovery satisfaction and customer affection and repurchase intentions: the moderating role of gender

• Main Authors: Ali, M.A., Ting, D.H., Isha, A.S.N., Ahmad-Ur-Rehman, M., Ali, S.
• 格式: Article
• 出版: Emerald Group Holdings Ltd. 2022
• 在線閱讀: 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/

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...