文章基本信息

标题：An Empirical Investigation of the Effect of Interaction Justice Perception on Consumer Intentions after Complaining
作者：Mahesh S. Bhandari ; Michael J. Polonsky
期刊名称：Journal of Business Systems, Governance & Ethics
印刷版ISSN：1833-4318
出版年度：2007
卷号：2
期号：1
DOI：10.15209/jbsge.v2i1.95
出版社：Victoria University
摘要：This study examined how apology as interaction justice impacts on consumer perceptions of service recovery attempt. Data was collected using hypothetical scenarios. Two types of service failures were proposed and the impact of recovery action on each failure type was compared. Findings include that there is direct effect of recovery action on consumer future intentions in both type of failures. Implications and direction to the future research were proposed.
关键词：Marketing and Sales