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Consumer responses to service failures: Influence of procedural and interactional fairness perceptions

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  1. Passos, Gisèle, 2013. "La vengeance du consommateur insatisfait sur Internet et l'effet sur les attitudes des autres consommateurs," Economics Thesis from University Paris Dauphine, Paris Dauphine University, number 123456789/11827 edited by Le Nagard, Emmanuelle.
  2. 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.
  3. Ahmed Tolba & Iman Seoudi & Hakim Meshreki & Mamdouh Shimy, 2015. "Effect Of Justice In Complaint Handling On Customer Loyalty: Evidence From Egypt," Global Journal of Business Research, The Institute for Business and Finance Research, vol. 9(3), pages 1-14.
  4. Hornsey, Matthew J. & Chapman, Cassandra M. & La Macchia, Stephen & Loakes, Jennifer, 2024. "Corporate apologies are effective because reform signals are weighted more heavily than culpability signals," Journal of Business Research, Elsevier, vol. 177(C).
  5. Yves Fassin, 2012. "Stakeholder Management, Reciprocity and Stakeholder Responsibility," Journal of Business Ethics, Springer, vol. 109(1), pages 83-96, August.
  6. Cambra-Fierro, Jesus & Melero, Iguacel & Sese, F. Javier, 2015. "Managing Complaints to Improve Customer Profitability," Journal of Retailing, Elsevier, vol. 91(1), pages 109-124.
  7. Brock, Christian & Blut, Markus & Evanschitzky, Heiner & Kenning, Peter, 2013. "Satisfaction with complaint handling: A replication study on its determinants in a business-to-business context," International Journal of Research in Marketing, Elsevier, vol. 30(3), pages 319-322.
  8. T. Ravichandran & Chaoqun Deng, 2023. "Effects of Managerial Response to Negative Reviews on Future Review Valence and Complaints," Information Systems Research, INFORMS, vol. 34(1), pages 319-341, March.
  9. Jones, Michael A. & Taylor, Valerie A., 2018. "Marketer requests for positive post-purchase satisfaction evaluations: Consumer depth interview findings," Journal of Retailing and Consumer Services, Elsevier, vol. 41(C), pages 218-226.
  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, September.
  11. Aparna Sundar & Edita S. Cao, 2020. "Punishing Politeness: The Role of Language in Promoting Brand Trust," Journal of Business Ethics, Springer, vol. 164(1), pages 39-60, June.
  12. Wang, Yi-Shun & Wu, Shun-Cheng & Lin, Hsin-Hui & Wang, Yu-Yin, 2011. "The relationship of service failure severity, service recovery justice and perceived switching costs with customer loyalty in the context of e-tailing," International Journal of Information Management, Elsevier, vol. 31(4), pages 350-359.
  13. Katja Gelbrich & Holger Roschk, 2011. "Do complainants appreciate overcompensation? A meta-analysis on the effect of simple compensation vs. overcompensation on post-complaint satisfaction," Marketing Letters, Springer, vol. 22(1), pages 31-47, March.
  14. 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.
  15. Lars Meyer-Waarden & William Sabadie, 2012. "Quelles dimensions de la théorie de la justice privilégier pour satisfaire les réclamants : le rôle de la qualité de la relation?," Post-Print halshs-00685291, HAL.
  16. Sylvie Rolland & Déborah Wallet-Wodka, 2003. "La qualité des sites Web marchands en distribution : proposition d'une échelle de mesure E-Qual," Post-Print halshs-00143037, HAL.
  17. Sharma, Dheeraj & Pandey, S.K. & Chandwani, Rajesh & Pandey, Peeyush & Joseph, Rojers, 2018. "Internet Channel Cannibalization and its influence on salesperson performance outcomes in an emerging economy context," Journal of Retailing and Consumer Services, Elsevier, vol. 45(C), pages 179-189.
  18. Zehrer, Anita & Crotts, John C. & Magnini, Vincent P., 2011. "The perceived usefulness of blog postings: An extension of the expectancy-disconfirmation paradigm," Tourism Management, Elsevier, vol. 32(1), pages 106-113.
  19. Donthu, Naveen & Kumar, Satish & Pattnaik, Debidutta, 2020. "Forty-five years of Journal of Business Research: A bibliometric analysis," Journal of Business Research, Elsevier, vol. 109(C), pages 1-14.
  20. Shuyue Huang & Lena Jingen Liang & Hwansuk Chris Choi, 2022. "How We Failed in Context: A Text-Mining Approach to Understanding Hotel Service Failures," Sustainability, MDPI, vol. 14(5), pages 1-18, February.
  21. Fu, Xiaorong & Pang, Jing & Gursoy, Dogan, 2022. "Effects of online commercial friendships on customer revenge following a service failure," Journal of Business Research, Elsevier, vol. 153(C), pages 102-114.
  22. Oznur Ozkan Tektas, 2017. "Perceived justice and post-recovery satisfaction in banking service failures: Do commitment types matter?," Service Business, Springer;Pan-Pacific Business Association, vol. 11(4), pages 851-870, December.
  23. Noel Siu & Tracy Zhang & Cheuk-Ying Yau, 2013. "The Roles of Justice and Customer Satisfaction in Customer Retention: A Lesson from Service Recovery," Journal of Business Ethics, Springer, vol. 114(4), pages 675-686, June.
  24. Mazaheri, Ebrahim & Basil, Debra Z. & Yanamandram, Venkata & Daroczi, Zoltan, 2011. "The impact of pre-existing attitude and conflict management style on customer satisfaction with service recovery," Journal of Retailing and Consumer Services, Elsevier, vol. 18(3), pages 235-245.
  25. Surachartkumtonkun, Jiraporn (Nui) & Grace, Debra & Ross, Mitchell, 2021. "Unfair customer reviews: Third-party perceptions and managerial responses," Journal of Business Research, Elsevier, vol. 132(C), pages 631-640.
  26. Pade, Robin & Feurer, Sven, 2022. "The mitigating role of nostalgia for consumer price unfairness perceptions in response to disadvantageous personalized pricing," Journal of Business Research, Elsevier, vol. 145(C), pages 277-287.
  27. Hubert Chan & E. Ngai, 2010. "What Makes Customers Discontent with Service Providers? An Empirical Analysis of Complaint Handling in Information and Communication Technology Services," Journal of Business Ethics, Springer, vol. 91(1), pages 73-110, February.
  28. Arora, Swapan Deep & Mathur, Sameer, 2020. "Effect of airline choice and temporality on flight delays," Journal of Air Transport Management, Elsevier, vol. 86(C).
  29. Hu, Kai-Chieh & Hsiao, Man-Wei, 2016. "Quality risk assessment model for airline services concerning Taiwanese airlines," Journal of Air Transport Management, Elsevier, vol. 53(C), pages 177-185.
  30. Maxham, James III, 2001. "Service recovery's influence on consumer satisfaction, positive word-of-mouth, and purchase intentions," Journal of Business Research, Elsevier, vol. 54(1), pages 11-24, October.
  31. Joseph Lok-Man Lee & Calvin Wah-On Cheng & Vanessa Shun-Wah Liu, 2022. "Core Chinese cultural values: Perceived justice and post-recovery satisfaction in higher education services," Service Business, Springer;Pan-Pacific Business Association, vol. 16(3), pages 743-770, September.
  32. Azzam Rifi & Rania B. Mostafa, 2022. "Brand credibility and customer-based brand equity: a service recovery perspective," Journal of Financial Services Marketing, Palgrave Macmillan, vol. 27(1), pages 1-16, March.
  33. 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.
  34. Ozkan-Tektas, Oznur & Basgoze, Pinar, 2017. "Pre-recovery emotions and satisfaction: A moderated mediation model of service recovery and reputation in the banking sector," European Management Journal, Elsevier, vol. 35(3), pages 388-395.
  35. 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.
  36. Shahriar Shamsul Huq Bin & Islam Mahbub Ul & Khan Md. Fayjullah & Arafat Sayed & Rahman Saifur, 2019. "A First-Mover Lost Market Opportunity: a Case Study," Marketing – from Information to Decision Journal, Sciendo, vol. 2(1), pages 40-49, June.
  37. Pierre-Nicolas Schwab & Laurence Rosier, 2015. "Influence of the Communication Channel on the Forms of Impoliteness in Company-Customer Interactions," Working Papers CEB 15-019, ULB -- Universite Libre de Bruxelles.
  38. Gohary, Ali & Hamzelu, Bahman & Alizadeh, Hamid, 2016. "Please explain why it happened! How perceived justice and customer involvement affect post co-recovery evaluations: A study of Iranian online shoppers," Journal of Retailing and Consumer Services, Elsevier, vol. 31(C), pages 127-142.
  39. Hong-Sheng Chang & Han-Liang Hsiao, 2008. "Examining the casual relationship among service recovery, perceived justice, perceived risk, and customer value in the hotel industry," The Service Industries Journal, Taylor & Francis Journals, vol. 28(4), pages 513-528, May.
  40. Béatrice Siadou-Martin & David Vidal & Fanny Poujol & John Tanner, 2017. "Salespeople, Fairness, and Buyer Satisfaction: What about Emotions?," Post-Print hal-01756955, HAL.
  41. Sharifi, Seyed Shahin & Aghazadeh, Hashem, 2016. "Discount reference moderates customers' reactions to discount frames after online service failure," Journal of Business Research, Elsevier, vol. 69(10), pages 4074-4080.
  42. Hyun-Kyung Choi & Sang-Soo Kim & Bum-Seok Kim, 2023. "Perceived Justice and Customer Loyalty in the Situation of Beauty Service Failure," SAGE Open, , vol. 13(4), pages 21582440231, December.
  43. Pez, Virginie & Butori, Raphaëlle & de Kerviler, Gwarlann, 2015. "Because I'm worth it: The impact of given versus perceived status on preferential treatment effectiveness," Journal of Business Research, Elsevier, vol. 68(12), pages 2477-2483.
  44. Yingzi Xu & Bård Tronvoll & Bo Edvardsson, 2014. "Recovering service failure through resource integration," The Service Industries Journal, Taylor & Francis Journals, vol. 34(16), pages 1253-1271, December.
  45. Grewal, Dhruv & Roggeveen, Anne L. & Tsiros, Michael, 2008. "The Effect of Compensation on Repurchase Intentions in Service Recovery," Journal of Retailing, Elsevier, vol. 84(4), pages 424-434.
  46. Webster, Cynthia & Sundaram, D. S., 1998. "Service consumption criticality in failure recovery," Journal of Business Research, Elsevier, vol. 41(2), pages 153-159, February.
  47. Jan Krämer & Lukas Wiewiorra, 2015. "When ‘Just’ is Just Not Enough," Business & Information Systems Engineering: The International Journal of WIRTSCHAFTSINFORMATIK, Springer;Gesellschaft für Informatik e.V. (GI), vol. 57(5), pages 325-338, October.
  48. Vikas Gautam, 2011. "Investigating the Moderating Role of Corporate Image in the Relationship between Perceived Justice and Recovery Satisfaction: Evidence from Indian Aviation Industry," International Review of Management and Marketing, Econjournals, vol. 1(4), pages 74-85.
  49. Sophie Jeanpert & Laure Jacquemier & Sophie Claye-Puaux, 2021. "The role of human interaction in complaint handling," Post-Print hal-03516556, HAL.
  50. Gohary, Ali & Hamzelu, Bahman & Pourazizi, Lida & Hanzaee, Kambiz Heidarzadeh, 2016. "Understanding effects of co-creation on cognitive, affective and behavioral evaluations in service recovery: An ethnocultural analysis," Journal of Retailing and Consumer Services, Elsevier, vol. 31(C), pages 182-198.
  51. Pierre-Nicolas Schwab, 2015. "Online complaint handling practices: Company strategies and their effects upon post-complaint satisfaction," Working Papers CEB 15-005, ULB -- Universite Libre de Bruxelles.
  52. Wen-Chin Tsao & Yu-Shan Lin & Yu-Chen Liu & Qi-Xin Chen & Shu-Fen Li, 2020. "How Can Service Failures Be Recovered? Start with Star Ratings, Personnel Rank, and Failure Severity," International Business Research, Canadian Center of Science and Education, vol. 13(7), pages 1-56, July.
  53. Iacob Cătoiu & Diana Maria Vrânceanu & Alina Filip, 2010. "Setting Fair Prices – Fundamental Principle Of Sustainable Marketing," The AMFITEATRU ECONOMIC journal, Academy of Economic Studies - Bucharest, Romania, vol. 12(27), pages 115-128, February.
  54. Inda Premordia & Timea Gál, 2021. "Dear Customer, Thank You for Your Review: The Service Failure-recovery Dyadic Interactions in the Restaurant Industry," International Review of Management and Marketing, Econjournals, vol. 11(3), pages 49-57.
  55. Goudarzi, Kiane & Borges, Adilson & Chebat, Jean Charles, 2013. "Should retailers pay to bring customers back? The impact of quick response and coupons on purchase outcomes," Journal of Business Research, Elsevier, vol. 66(5), pages 665-669.
  56. 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.
  57. Fan-Yun Pai & Tsu-Ming Yeh & Liang-Yu Lin, 2018. "Relationship Level and Customer Response to Service Recovery," Social Indicators Research: An International and Interdisciplinary Journal for Quality-of-Life Measurement, Springer, vol. 140(3), pages 1301-1319, December.
  58. Mattila, Anna S. & Cho, Wonae & Ro, Heejung (Cheyenne), 2011. "The role of self-service technologies in restoring justice," Journal of Business Research, Elsevier, vol. 64(4), pages 348-355, April.
  59. Dheeraj Sharma & Shaheen Borna & James Stearns, 2009. "An Investigation of the Effects of Corporate Ethical Values on Employee Commitment and Performance: Examining the Moderating Role of Perceived Fairness," Journal of Business Ethics, Springer, vol. 89(2), pages 251-260, October.
  60. Ziegler, Alexander H. & Allen, Alexis M. & Peloza, John & Ian Norris, J., 2022. "The nature of vicarious embarrassment," Journal of Business Research, Elsevier, vol. 153(C), pages 355-364.
  61. Yanamandram, Venkata & White, Lesley, 2010. "An empirical analysis of the retention of dissatisfied business services customers using structural equation modelling," Australasian marketing journal, Elsevier, vol. 18(4), pages 222-232.
  62. Floyd, Kristopher & Freling, Ryan & Alhoqail, Saad & Cho, Hyun Young & Freling, Traci, 2014. "How Online Product Reviews Affect Retail Sales: A Meta-analysis," Journal of Retailing, Elsevier, vol. 90(2), pages 217-232.
  63. 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.
  64. Gurjeet Kaur & Ritika Sambyal, 2016. "Exploring Predictive Switching Factors for Mobile Number Portability," Vikalpa: The Journal for Decision Makers, , vol. 41(1), pages 74-95, March.
  65. Arora, Swapan Deep & Chakraborty, Anirban, 2021. "Intellectual structure of consumer complaining behavior (CCB) research: A bibliometric analysis," Journal of Business Research, Elsevier, vol. 122(C), pages 60-74.
  66. Sands, Sean & Campbell, Colin & Shedd, Lois & Ferraro, Carla & Mavrommatis, Alexis, 2020. "How small service failures drive customer defection: Introducing the concept of microfailures," Business Horizons, Elsevier, vol. 63(4), pages 573-584.
  67. Ku, Hsuan-Hsuan & Shang, Rong-An & Fu, Yi-Fan, 2021. "Social learning effects of complaint handling on social media: Self-construal as a moderator," Journal of Retailing and Consumer Services, Elsevier, vol. 59(C).
  68. Mathur, Pragya & Sarin Jain, Shalini, 2020. "Not all that glitters is golden: The impact of procedural fairness perceptions on firm evaluations and customer satisfaction with favorable outcomes," Journal of Business Research, Elsevier, vol. 117(C), pages 357-367.
  69. Buse CETI & Azize TUNC HASSAN, 2019. "Bibliometric Profile of Studies Related with Equity Theory," Journal of Tourismology, Istanbul University, Faculty of Economics, vol. 5(1), pages 17-29, June.
  70. Ma, Ruijing & Wang, Weisha, 2021. "Smile or pity? Examine the impact of emoticon valence on customer satisfaction and purchase intention," Journal of Business Research, Elsevier, vol. 134(C), pages 443-456.
  71. Ashley, Christy & Noble, Stephanie M. & Donthu, Naveen & Lemon, Katherine N., 2011. "Why customers won't relate: Obstacles to relationship marketing engagement," Journal of Business Research, Elsevier, vol. 64(7), pages 749-756, July.
  72. Choongbeom Choi & Miyoung Jeong, 2020. "The Impact of Service Firm’s Environmentally Friendly Reputation in the Context of Revenue Management," IJERPH, MDPI, vol. 17(17), pages 1-12, August.
  73. Kuo, Ying-Feng & Wu, Chi-Ming, 2012. "Satisfaction and post-purchase intentions with service recovery of online shopping websites: Perspectives on perceived justice and emotions," International Journal of Information Management, Elsevier, vol. 32(2), pages 127-138.
  74. Hutzinger, Clemens & Weitzl, Wolfgang J., 2021. "Co-creation of online service recoveries and its effects on complaint bystanders," Journal of Business Research, Elsevier, vol. 130(C), pages 525-538.
  75. Watson, Stevie, 2012. "Consumer responses to service situations: Tests for main and interaction effects," Journal of Retailing and Consumer Services, Elsevier, vol. 19(3), pages 287-296.
  76. Kaltcheva, Velitchka D. & Parasuraman, A., 2009. "Personality-Relatedness and Reciprocity framework for analyzing retailer-consumer interactions," Journal of Business Research, Elsevier, vol. 62(6), pages 601-608, June.
  77. Poujol, Juliet F. & Siadou-martin, Béatrice & Vidal, David & Pellat, Ghislaine, 2013. "The impact of salespeople's relational behaviors and organizational fairness on customer loyalty: An empirical study in B-to-B relationships," Journal of Retailing and Consumer Services, Elsevier, vol. 20(5), pages 429-438.
  78. Dandan Li & Ofir Turel & Shuyue Zhang & Qinghua He, 2022. "Self-Serving Dishonesty Partially Substitutes Fairness in Motivating Cooperation When People Are Treated Fairly," IJERPH, MDPI, vol. 19(10), pages 1-14, May.
  79. Holger Roschk & Susanne Kaiser, 2013. "The nature of an apology: An experimental study on how to apologize after a service failure," Marketing Letters, Springer, vol. 24(3), pages 293-309, September.
  80. Jeanpert, Sophie & Jacquemier-Paquin, Laure & Claye-Puaux, Sophie, 2021. "The role of human interaction in complaint handling," Journal of Retailing and Consumer Services, Elsevier, vol. 62(C).
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