Perceived service recovery justice and customer re-patronage intentions: Sequential mediation
The aims of this time-lagged study are twofold, first to identify the effect of perceived justice (as a second-order construct) on recovery satisfaction and customer affection; secondly, to investigate the effect of customer affection and recovery satisfaction on customer�s re-patronage intentions...
| Main Authors: | Asghar Ali, M., Hooi Ting, D., Ahmad-ur-Rehman, M., Zaib Abbasi, A., Hussain, Z. |
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| Format: | Article |
| Institution: | Universiti Teknologi Petronas |
| Record Id / ISBN-0: | utp-eprints.29511 / |
| Published: |
Cogent OA
2021
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| Online Access: |
https://www.scopus.com/inward/record.uri?eid=2-s2.0-85109150288&doi=10.1080%2f23311975.2021.1938352&partnerID=40&md5=3e19b1f744a2e851cbfc938a9314237d http://eprints.utp.edu.my/29511/ |
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