Satisfaction and post-purchase intentions with service recovery of online shopping websites: Perspectives on perceived justice and emotions
Top Cited Papers
- 30 April 2012
- journal article
- Published by Elsevier BV in International Journal of Information Management
- Vol. 32 (2), 127-138
- https://doi.org/10.1016/j.ijinfomgt.2011.09.001
Abstract
No abstract availableKeywords
This publication has 63 references indexed in Scilit:
- An assessment of customers’ e-service quality perception, satisfaction and intentionInternational Journal of Information Management, 2010
- Understanding customer satisfaction and loyalty: An empirical study of mobile instant messages in ChinaInternational Journal of Information Management, 2010
- Innovativeness and Involvement as Determinants of Website Loyalty: III. Theoretical and managerial contributionsTechnovation, 2006
- Typologies of e‐commerce retail failures and recovery strategiesJournal of Services Marketing, 2005
- The impact of perceived justice on consumers' emotional responses to service complaint experiencesJournal of Services Marketing, 2005
- Service Recovery and Fairness Perceptions in Collectivist and Individualist ContextsJournal of Service Research, 2004
- Service recovery's influence on consumer satisfaction, positive word-of-mouth, and purchase intentionsJournal of Business Research, 2001
- The Effects of Distributive and Procedural Justice on PerformanceThe Journal of Psychology, 1999
- On the evaluation of structural equation modelsJournal of the Academy of Marketing Science, 1988
- Evaluating Structural Equation Models with Unobservable Variables and Measurement ErrorJournal of Marketing Research, 1981