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1-3 of 3
Keywords: Perceived justice
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Journal Articles
International Journal of Contemporary Hospitality Management (2018) 30 (2): 1092–1111.
Published: 12 February 2018
... recovery Perceived justice Customer defection Peripheral route Star ratings This study investigated distributive justice (DJ), procedural justice (PJ) and interactional justice (IJ) in the recovery of service in the hotel industry as well as their effects on post-recovery satisfaction...
Journal Articles
International Journal of Contemporary Hospitality Management (2013) 25 (3): 306–327.
Published: 12 April 2013
... recovery context. Design/methodology/approach Structural equation modeling (SEM) was adopted to test the conceptual model, using a sample of nearly 600 delayed airline passengers. Findings Perceived justice and consumption emotions are important elements affecting customers' evaluation of service...
Journal Articles
International Journal of Contemporary Hospitality Management (2012) 24 (3): 381–401.
Published: 13 April 2012
...Taegoo (Terry) Kim; Joanne Jung‐Eun Yoo; Gyehee Lee Purpose The purpose of this study is to develop and test an integrative model that explores the structural relationships among perceived justice, service recovery satisfaction, post‐recovery customer relationships, and post‐recovery customer...
