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

• 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/
• Institution: Universiti Teknologi Petronas

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...