Justice (is not the same) for all: The role of relationship activity for post-recovery outcomes

Despite the widespread adoption of the justice framework in service recovery literature, research findings vary as to what dimension - distributive, interactional, procedural - is most important. This paper contributes to this debate by considering how an easily accessible variable like relationship...

Full description

Saved in:
Bibliographic Details
Main Authors: Jasenko Arsenovic, Arne De Keyser, Bo Edvardsson, Bård Tronvoll, Thorsten Gruber
Format: Default Article
Published: 2021
Subjects:
Service Recovery
Relationship Activity
PLS Predict
Justice Theory
Latent Class Cluster Analysis
Marketing
Importance-Performance Map Analysis
Online Access:https://hdl.handle.net/2134/14717589.v1
Tags: Add Tag
No Tags, Be the first to tag this record!

Similar Items