How Pre-Service Recovery Influences Consumer Choice—Based on Perceived Fairness Theory
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Published:2023
Issue:03
Volume:12
Page:333-344
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ISSN:2167-6607
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Container-title:World Economic Research
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language:
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Short-container-title:WER
Publisher
Hans Publishers
Reference21 articles.
1. Bell, C.R. and Zemke, R. (1987) Service Breakdown: The Road to Recovery. Management Review, 76, 32-35
2. The effect of consumer confusion proneness on word of mouth, trust, and customer satisfaction
3. Service Problems and Recovery Stratégies: An Experiment
4. Bilgili, B., Ozkul, E. and Koc, E. (2018) The Influence of Colour of Lighting on Customers’ Waiting Time Perceptions. Total Quality Management & Business Excellence, 31, 1098-1111.
5. The Service Recovery Journey: Conceptualization, Integration, and Directions for Future Research