The effects of service recovery on post-recovery satisfaction: A pilot study in casual restaurant context
This pilot study investigates the relationships between justice oriented service recovery (distributive justice, procedural justice, and interactional justice) and recovery satisfaction. Questionnaires were distributed to 160 respondents who experienced service failure and recovery in full-service c...
| Published in: | Proceedings of the 26th International Business Information Management Association Conference - Innovation Management and Sustainable Economic Competitive Advantage: From Regional Development to Global Growth, IBIMA 2015 |
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| Main Author: | |
| Format: | Conference paper |
| Language: | English |
| Published: |
International Business Information Management Association, IBIMA
2015
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| Online Access: | https://www.scopus.com/inward/record.uri?eid=2-s2.0-84976416448&partnerID=40&md5=a611e8115c415dc6e57af5f4e01ea176 |