Purpose The concept of innovation is gaining ground steadily in the context of an
increasingly competitive and highly volatile banking sector. The purpose of this paper is to …

Purpose The purpose of this study/paper is first to determine the impact of perceived
recovery justice (PRJ)(as a second-order construct) on recovery satisfaction and repurchase …

Indonesia's fast-growing digital payment industry is encouraging the emergence of new
players. In a highly competitive industry and accompanied by COVID-19, e-wallet service …

This article seeks to explore service recovery strategies adopted by mobile service providers
operating in Ghana. The article adopts a quantitative approach design. A sample size of 384 …

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 …

Innovation plays a key role in the success of businesses the world over. The purpose for this
study is to explore the mediating role of job customer satisfaction in the relationship between …

Researchers and practitioners in higher education often pay less attention to service
recovery compared to service quality or customer satisfaction particularly in the context of …

This paper aims to improve the understanding of outcomes of service recovery in a post-
transition context by examining the relationships between four dimensions of perceived …

Studies on institutional support for the internationalisation of firms from transitional
economies are inconclusive. This research contributes to the studies of institutional support …

In a very short time, green marketing has become a new trend in the orientation of
companies in the world, where it represents a new face of modern marketing theory and is …