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Justice perceptions of complaint-handling: a cross-cultural comparison between PRC and Canadian customers

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  • Hui, Michael K.
  • Au, Kevin

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  • Hui, Michael K. & Au, Kevin, 2001. "Justice perceptions of complaint-handling: a cross-cultural comparison between PRC and Canadian customers," Journal of Business Research, Elsevier, vol. 52(2), pages 161-173, May.
    • Handle: RePEc:eee:jbrese:v:52:y:2001:i:2:p:161-173
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    References listed on IDEAS

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    1. Ho, Suk-ching, 1997. "The emergence of consumer power in China," Business Horizons, Elsevier, vol. 40(5), pages 15-21.
    2. Kwok Leung & Peter B Smith & Zhongming Wang & Haifa Sun, 1996. "Job Satisfaction in Joint Venture Hotels in China: An Organizational Justice Analysis," Journal of International Business Studies, Palgrave Macmillan;Academy of International Business, vol. 27(5), pages 947-962, December.
    3. Goodwin, Cathy & Ross, Ivan, 1992. "Consumer responses to service failures: Influence of procedural and interactional fairness perceptions," Journal of Business Research, Elsevier, vol. 25(2), pages 149-163, September.
    4. Tse, David K & Belk, Russell W & Zhou, Nan, 1989. "Becoming a Consumer Society: A Longitudinal and Cross-cultural Content Analysis of Print Ads from Hong Kong, the People's Republic of China, and Taiwan," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 15(4), pages 457-472, March.
    5. Kwok Leung & Peter B Smith & Zhongming Wang & Haifa Sun, 1996. "Job Satisfaction in Joint Venture Hotels in China: An Organizational Justice Analysis," Journal of International Business Studies, Palgrave Macmillan;Academy of International Business, vol. 27(4), pages 947-962, December.
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    Cited by:

    1. Annelies Costers & Yves Van Vaerenbergh & Anja Van den Broeck, 2019. "How to boost frontline employee service recovery performance: the role of cultural intelligence," Service Business, Springer;Pan-Pacific Business Association, vol. 13(3), pages 581-602, September.
    2. Qaiser Rashid Janjua, 2017. "Service Failures and Consumer Responses: Exploring the Antecedents of Consumer Dissatisfaction and Propensity to Complain," Business & Economic Review, Institute of Management Sciences, Peshawar, Pakistan, vol. 9(4), pages 23-48, December.
    3. Valenzuela, Fredy, 2014. "Switching barriers' influences on service recovery evaluation in the retail banking industry: Construct development and testing," Australasian marketing journal, Elsevier, vol. 22(4), pages 296-306.
    4. Jung, Na Young & Seock, Yoo-Kyoung, 2017. "Effect of service recovery on customers’ perceived justice, satisfaction, and word-of-mouth intentions on online shopping websites," Journal of Retailing and Consumer Services, Elsevier, vol. 37(C), pages 23-30.
    5. Zourrig, Haithem & Chebat, Jean-Charles & Toffoli, Roy, 2009. "Consumer revenge behavior: A cross-cultural perspective," Journal of Business Research, Elsevier, vol. 62(10), pages 995-1001, October.
    6. Banik, Shanta & Gao, Yongqiang & Rabbanee, Fazlul K., 2019. "Status demotion in hierarchical loyalty programs and its effects on switching: Identifying mediators and moderators in the Chinese context," Journal of Business Research, Elsevier, vol. 96(C), pages 125-134.
    7. Malcolm Smith & Qianpin Li, 2010. "The boycott model of foreign product purchase: an empirical test in China," Asian Review of Accounting, Emerald Group Publishing Limited, vol. 18(2), pages 106-130, July.
    8. Emrah Oney & Iman Aghaei, 2024. "Consumer complaint intentions: the impact of general and specific self-confidence," Journal of Marketing Analytics, Palgrave Macmillan, vol. 12(2), pages 390-410, June.
    9. Bambauer-Sachse, Silke & Rabeson, Landisoa, 2015. "Determining adequate tangible compensation in service recovery processes for developed and developing countries: The role of severity and responsibility," Journal of Retailing and Consumer Services, Elsevier, vol. 22(C), pages 117-127.
    10. Alt, Elisabeth & Gelbrich, Katja, 2009. "Beschwerdebehandlung und Nachbeschwerdeverhalten im interkulturellen Kontext," Ilmenauer Schriften zur Betriebswirtschaftslehre, Technische Universität Ilmenau, Institut für Betriebswirtschaftslehre, volume 1, number 12009.
    11. Harrison-Walker, L. Jean, 2019. "The critical role of customer forgiveness in successful service recovery," Journal of Business Research, Elsevier, vol. 95(C), pages 376-391.
    12. Yilmaz, Cengiz & Varnali, Kaan & Kasnakoglu, Berna Tari, 2016. "How do firms benefit from customer complaints?," Journal of Business Research, Elsevier, vol. 69(2), pages 944-955.
    13. Tari Kasnakoglu, Berna & Yilmaz, Cengiz & Varnali, Kaan, 2016. "An asymmetric configural model approach for understanding complainer emotions and loyalty," Journal of Business Research, Elsevier, vol. 69(9), pages 3659-3672.
    14. Walsh, Gianfranco & Northington, William Magnus & Hille, Patrick & Dose, David, 2015. "Service employees' willingness to report complaints scale: Cross-country application and replication," Journal of Business Research, Elsevier, vol. 68(3), pages 500-506.
    15. Yahia, Nadia Ben & Chalwati, Amna & Hmaied, Dorra & Khizer, Abdul Mohi & Trabelsi, Samir, 2023. "Do foreign institutions avoid investing in poorly CSR-performing firms?," Journal of Banking & Finance, Elsevier, vol. 157(C).
    16. Grace Suk Ha Chan & Anna Chun-Hsuan Hsiao & Ada Lai Yung Lee, 2016. "Exploration of Customer Complaint Behavior toward Asian Full-Service Restaurants," International Journal of Marketing Studies, Canadian Center of Science and Education, vol. 8(2), pages 46-58, April.

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