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Keywords: Interactional justice
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Journal Articles
International Journal of Physical Distribution & Logistics Management (2022) 52 (8): 638–672.
Published: 16 August 2022
... theory (PJT) to conceptualize service recovery resilience as a capability that allows firms to meet customer requirements when dealing with disruptions, and empirically investigates its impact on procedural and interactional justice and customer outcomes (i.e. satisfaction and loyalty) in the context...
