The DOI matches its Crossref record; 4 of the 4 references it cites were found in a registry or an index.
Perceived justice needs and recovery evaluation: a contingency approach
Abstract
An equity theory‐based contingency framework is presented to further our understanding of customer evaluations of the service failure/recovery process. Six contingencies are presented that are proposed to influence the relative importance of interactional and distributive justice on consumer‐based service recovery evaluations. The six contingencies include: depth of the relationship, proximity of the relationship, duration of the encounter, degree of customization, switching costs, and the criticality of consumption. Relevant research propositions are developed and discussed.
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Citations
Cites
SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality
Parasuraman, A., Berry, L. L., & Zeithaml, V. A. (1988) · Zenodo · doi:10.5281/zenodo.14579729 · Cited by 21,118
The Service Encounter: Diagnosing Favorable and Unfavorable Incidents
Bitner, M. J., Booms, B. H., & Tetreault, M. S. (1990) · Journal of Marketing · doi:10.2307/1252174 · Cited by 4,860
The Perceived Fairness of Selection Systems: An Organizational Justice Perspective
Gilliland, S. W. (1993) · The Academy of Management Review · doi:10.2307/258595 · Cited by 1,185
Goodwin, C., & Ross, I. (1992) · Journal of Business Research · doi:10.1016/0148-2963(92)90014-3 · Cited by 777
Cited by
Patterson, P. G., Cowley, E., & Prasongsukarn, K. (2006) · International Journal of Research in Marketing · doi:10.1016/j.ijresmar.2006.02.004 · Cited by 525
The impact of perceived justice on consumers' emotional responses to service complaint experiences
Schoefer, K., & Ennew, C. (2005) · Journal of Services Marketing · doi:10.1108/08876040510609880 · Cited by 250
Varela-Neira, C., Vázquez-Casielles, R., & Iglesias-Argüelles, V. (2008) · The Service Industries Journal · doi:10.1080/02642060801917612 · Cited by 103
The moderating role of switching barriers on customer loyalty in the life insurance industry
Chen, M.-F., & Wang, L.-H. (2009) · The Service Industries Journal · doi:10.1080/02642060902764574 · Cited by 86
Metadata
- Authors
- Hoffman, K. D., & Kelley, S. W.
- Venue
- European Journal of Marketing
- Publisher
- Emerald
- Published
- 2000-04-01
- Volume
- 34
- Issue
- 3/4
- Pages
- 418-433
- ISSN
- 0309-0566 (ISSN-L)
- OpenAlex
- W2005956583
- Cited by
- 296
- References
- 4
- FWCI
- 2.96
- Type
- journal article
- Language
- en
- Open access
- closed
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Contains information from the Semantic Scholar Academic Graph Datasets, made available under the ODC Attribution License (ODC-BY 1.0).
Semantic Scholar’s data is described in: Kinney, R., et al. (2023). The Semantic Scholar Open Data Platform. arXiv:2301.10140.
