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

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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Bibliographic Details
Main Authors: Asghar Ali, M., Hooi Ting, D., Ahmad-ur-Rehman, M., Zaib Abbasi, A., Hussain, Z.
Format: Article
Published: Cogent OA 2021
Online Access:https://www.scopus.com/inward/record.uri?eid=2-s2.0-85109150288&doi=10.1080%2f23311975.2021.1938352&partnerID=40&md5=3e19b1f744a2e851cbfc938a9314237d
http://eprints.utp.edu.my/29511/
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Institution: Universiti Teknologi Petronas

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https://www.scopus.com/inward/record.uri?eid=2-s2.0-85109150288&doi=10.1080%2f23311975.2021.1938352&partnerID=40&md5=3e19b1f744a2e851cbfc938a9314237d
http://eprints.utp.edu.my/29511/

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