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Justice strategy options for increased customer satisfaction in a services recovery setting

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  • Sparks, Beverley A.
  • McColl-Kennedy, Janet R.

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  • Sparks, Beverley A. & McColl-Kennedy, Janet R., 2001. "Justice strategy options for increased customer satisfaction in a services recovery setting," Journal of Business Research, Elsevier, vol. 54(3), pages 209-218, December.
    • Handle: RePEc:eee:jbrese:v:54:y:2001:i:3:p:209-218
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    References listed on IDEAS

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    1. Bateson, John E G & Hui, Michael K, 1992. "The Ecological Validity of Photographic Slides and Videotapes in Simulating the Service Setting," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 19(2), pages 271-281, September.
    2. Willson, Pamela & McNamara, J. Regis, 1982. "How perceptions of a simulated physician-patient interaction influence intended satisfaction and compliance," Social Science & Medicine, Elsevier, vol. 16(19), pages 1699-1704, January.
    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.
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