...Christine F. De Meyer; Daniel J. Petzer; Sander Svari; Göran Svensson Purpose The purpose of this paper is to describe and test a construct of perceived justice from an airline and hospital industry perspective. Furthermore, the similarities and differences of perceived justice in negative service...

... the latter considered a named airline from the region. Findings The findings indicate touchpoints to be sufficiently distinctive that partitioning a service encounter provides opportunities for quality improvements directed at customer satisfaction outcomes. Notably, greater importance is typically given...