Perceived service recovery justice and customer re-patronage intentions: Sequential mediation

The aims of this time-lagged study are twofold, first to identify the effect of perceived justice (as a second-order construct) on recovery satisfaction and customer affection; secondly, to investigate the effect of customer affection and recovery satisfaction on customer’s re-patronage intentions....

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Autores principales: Muhammad Asghar Ali, Ding Hooi Ting, Muhammad Ahmad-ur-Rehman, Amir Zaib Abbasi, Zahid Hussain
Formato: article
Lenguaje:EN
Publicado: Taylor & Francis Group 2021
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Acceso en línea:https://doaj.org/article/57b02b5b19674c7e96bf695591eed73b
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