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How emotions mediate the effects of perceived justice on loyalty in service recovery situations: an empirical study

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  • Chebat, Jean-Charles
  • Slusarczyk, Witold

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  • Chebat, Jean-Charles & Slusarczyk, Witold, 2005. "How emotions mediate the effects of perceived justice on loyalty in service recovery situations: an empirical study," Journal of Business Research, Elsevier, vol. 58(5), pages 664-673, May.
    • Handle: RePEc:eee:jbrese:v:58:y:2005:i:5:p:664-673
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    References listed on IDEAS

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    1. Mano, Haim, 1994. "Risk-Taking, Framing Effects, and Affect," Organizational Behavior and Human Decision Processes, Elsevier, vol. 57(1), pages 38-58, January.
    2. Greenwald, Anthony G & Leavitt, Clark, 1984. "Audience Involvement in Advertising: Four Levels," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 11(1), pages 581-592, June.
    3. Gurdon, Michael A. & Savitt, Ronald & Pribova, Marie, 1999. "Consumer activism in the Czech Republic: the role of exit and voice in a changing economy," Journal of Behavioral and Experimental Economics (formerly The Journal of Socio-Economics), Elsevier, vol. 28(1), pages 3-19.
    4. Hornik, Jacob, 1988. "Cognitive thoughts mediating compliance in multiple request situations," Journal of Economic Psychology, Elsevier, vol. 9(1), pages 69-79, March.
    5. Mano, Haim, 1992. "Judgments under distress: Assessing the role of unpleasantness and arousal in judgment formation," Organizational Behavior and Human Decision Processes, Elsevier, vol. 52(2), pages 216-245, July.
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