Interactional justice (eg, empathy) plays a crucial role in service recovery. It relies on human
social skills that would prevent it from automation. However, several considerations …

Purpose Service recovery is a challenge to organizations because customers will respond to
recovery processes and outcomes differently. Yet, there are few studies that examine the …

The purpose of fair trade (FT) initiatives is to provide fair and reasonable payment to
producers who may otherwise be negatively affected by free trade. Attracting consumers to …

Research on the drivers of satisfaction with complaint handling (SATCOM) underlines the
importance of procedural, relational, and interactional justice (Orsingher, Valentini, & de …

Purpose–Research on the service recovery paradox (SRP) effect has indicated that after
recovery from failures in customer service, customers will commonly rate their satisfaction …

Di tengah pesatnya kemajuan teknologi digital, penggunaan mobile banking (M-Banking)
menjadi solusi terbaik dalam industri perbankan, terutama bagi bank yang memiliki wilayah …

The study aims to analyze the influence of service failure, disappointment, regret,
dissatisfaction, and behavior response. The sample in this research is x airline customers …

This study aims to analyze the influence of online promotion on destination loyalty directly or
indirectly through destination awareness and tourist satisfaction. This study also examined …

The aim of this study was to test the effect of the Service Recovery Strategies on the
Satisfaction with the Recovery, as well as testing the effect of Service Recovery Strategies …

This study aims to present a general framework about studies on equity theory. For this
purpose, articles related with equity theory were examined in terms of various bibliometric …