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| Tekijä: | Maxham III, J. G. Netemeyer, R. G. |
| Otsikko: | Modeling customer perceptions of complaint handling over time: the effects of perceived justice on satisfaction and intent |
| Lehti: | Journal of Retailing
2002 : VOL. 78: 4, p. 239-252 |
| Asiasana: | COMPLAINTS CONSUMER BEHAVIOUR CONSUMER SATISFACTION |
| Kieli: | eng |
| Tiivistelmä: | 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. |
SCIMA