Service recovery's influence on consumer satisfaction, positive word-of-mouth, and purchase intentions-Reference-Cited by-同舟云学术

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Service recovery's influence on consumer satisfaction, positive word-of-mouth, and purchase intentions

Published:2001-10 Issue:1 Volume:54 Page:11-24
ISSN:0148-2963
Container-title:Journal of Business Research
language:en
Short-container-title:Journal of Business Research

Author:

Maxham James G

Publisher

Elsevier BV

Subject

Marketing

Reference56 articles.

1. Toward an understanding of inequity;Adams;J Abnorm Soc Psychol,1963

2. Consumer satisfaction: the effect of disconfirmed expectancy on perceived product performance;Anderson;J Mark Res,1973

3. Evaluating service encounters: the effects of physical surroundings and employee responses;Bitner;J Mark,1990

4. The effects of perceived justice on complainants' negative word-of-mouth behavior and repatronage intentions;Blodgett;J Retailing,1993

5. The effects of distributive, procedural, and interactional justice on postcomplaint behavior;Blodgett;J Retailing,1997

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