polonsky-empiricalinvestigationof-2007.pdf (177.77 kB)
An empirical investigation of the effect of interaction justice perception on consumer intentions after complaining
journal contribution
posted on 2007-04-01, 00:00 authored by M Bhandari, Michael PolonskyMichael PolonskyThis study examined how apology as interaction justice impacts on consumer perceptions of service recovery attempt. Data was collected using hypothetical scenarios. Two types of service failures were proposed and the impact of recovery action on each failure type was compared. Findings include that there is direct effect of recovery action on consumer future intentions in both type of failures. Implications and direction to the future research were proposed.
History
Journal
Journal of business systems, governance and ethicsVolume
2Issue
1Pagination
11 - 20Publisher
Victoria UniversityLocation
Melbourne, Vic.ISSN
1833-4318Language
engNotes
Reproduced with the specific permission of the copyright owner.Publication classification
C1.1 Refereed article in a scholarly journal; C Journal articleCopyright notice
2007, Victoria UniversityUsage metrics
Categories
No categories selectedLicence
Exports
RefWorks
BibTeX
Ref. manager
Endnote
DataCite
NLM
DC