..., cognitive and decisional control as important drivers of these outcomes. To test the resulting hypotheses, data are collected from real consumers in a field study using survey instruments, which are analyzed with structural equations modeling. Perceived control Service recovery Perceived justice...

... receive preferential treatment (i.e. something extra in relation to other customers). The examination is conducted in a social context that allows the customer to compare what he or she receives with what other customers receive. The main effect variables are perceived justice and customer satisfaction...