Construct · 1 fields · 1 citations

perceived justice in service recovery: a standalone construct

One name. One construct. A landmark on the map.

● anchor · a standalone construct Nearest construct by meaning·not indexed

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Services marketing

customers' judgments of the fairness of outcomes, procedures and treatment after a complaint, which drive satisfaction and loyalty.

In services marketing, perceived justice in service recovery refers to customers' judgments of the fairness of outcomes, procedures and treatment after a complaint, which drive satisfaction and loyalty. This meaning comes from Tax (1998) in Journal of Marketing.[1]

Unit
Recovery means
Measured by

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Nearby constructs

drive2 fields · 2 citationsjingle · one word, two constructs fairness4 fields · 4 citationsjingle · one word, four constructs loyalty6 fields · 10 citationsjingle · one name, six constructs

References

Tax, S. S., Brown, S. W., & Chandrashekaran, M. (1998). Customer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing. Journal of Marketing, 62(2), 60-76. https://doi.org/10.1177/002224299806200205

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