search query: @author Maxham III, J. G. / total: 1
reference: 1 / 1
« previous | next »
Author: | Maxham III, J. G. Netemeyer, R. G. |
Title: | Modeling customer perceptions of complaint handling over time: the effects of perceived justice on satisfaction and intent |
Journal: | Journal of Retailing
2002 : VOL. 78: 4, p. 239-252 |
Index terms: | COMPLAINTS CONSUMER BEHAVIOUR CONSUMER SATISFACTION |
Language: | eng |
Abstract: | This paper proposes a model of the effects of perceived justice on customer satisfaction and intent following a service or product failure and a recovery attempt. The authors tested the model using two field studies that captured customer perceptions over time, and the results largely support the model's path estimates and explanatory power. |
« previous | next »
SCIMA