Perceived justice and consumption experience evaluations
暂无分享,去创建一个
[1] J. C. Flanagan. Psychological Bulletin THE CRITICAL INCIDENT TECHNIQUE , 2022 .
[2] A. Parasuraman,et al. Improving service quality in America: Lessons learned , 1994 .
[3] Mark S. Johnson,et al. The Different Roles of Satisfaction, Trust, and Commitment in Customer Relationships , 1999 .
[4] Mary Jo Bitner,et al. The Service Encounter: Diagnosing Favorable and Unfavorable Incidents: , 1990 .
[5] A. Parasuraman,et al. The Behavioral Consequences of Service Quality , 1996 .
[6] G. Leventhal,et al. The Distribution of Rewards and Resources in Groups and Organizations , 1976 .
[7] Amiya K. Basu,et al. Technical complexity and consumer knowledge as moderators of service quality evaluation in the automobile service industry , 1994 .
[8] M. Gilly,et al. Post-Purchase Consumer Processes and the Complaining Consumer , 1982 .
[9] J. E. Swan,et al. Consumer perceptions of interpersonal equity and satisfaction in transactions: A field survey approach. , 1989 .
[10] J. Hunter,et al. On the Assessment of Unidimensional Measurement: Internal and External Consistency, and Overall Consistency Criteria , 1987 .
[11] V. Zeithaml. Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence: , 1988 .
[12] Susan M. Keaveney,et al. Customer Switching Behavior in Service Industries: An Exploratory Study , 1995 .
[13] Richard W. Mizerski,et al. An Exploratory Study of the Responses and Relationships Involved in the Evaluation of, and in the Intention to Purchase New Rock Music , 1994 .
[14] Stephen S. Tax,et al. Customer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing: , 1998 .
[15] W. DeSarbo,et al. Response Determinants in Satisfaction Judgments , 1988 .
[16] Jeffrey Blodgett,et al. The effects of perceived justice on complainants' negative word-of-mouth behavior and repatronage intentions , 1993 .
[17] G. Odekerken-Schröder,et al. Investments in Consumer Relationships: A Cross-Country and Cross-Industry Exploration , 2001 .
[18] John Thibaut,et al. A Theory of Procedure , 1978 .
[19] John C. Crotts,et al. Perceptions, corrections and defections: implications for service recovery in the restaurant industry , 2000 .
[20] Leonard L. Berry,et al. Service fairness: What it is and why it matters , 1998 .
[21] Jacob Cohen. A Coefficient of Agreement for Nominal Scales , 1960 .
[22] H. Becker,et al. The Use of Vignettes in Survey Research , 1978 .
[23] A. Parasuraman,et al. SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. , 1988 .
[24] B. Schneider,et al. Understanding Customer Delight and Outrage , 1999 .
[25] Shirley Taylor. Waiting for Service: The Relationship between Delays and Evaluations of Service , 1994 .
[26] Beverley Sparks,et al. The Application of Procedural Justice Principles to Service Recovery Attempts: Outcomes For Customer Satisfaction , 1998 .
[27] Stephen S. Tax,et al. The effects of distributive, procedural, and interactional justice on postcomplaint behavior , 1997 .
[28] R. Oliver. Whence Consumer Loyalty? , 1999 .
[29] M. Deutsch. Equity, Equality, and Need: What Determines Which Value Will Be Used as the Basis of Distributive Justice? , 1975 .
[30] John C. Mowen,et al. The Impact of Perceived Justice on Customer Satisfaction and Intention to Complain in a Service Recovery , 1997 .
[31] R. Oliver. Satisfaction: A Behavioral Perspective On The Consumer , 1996 .
[32] Stanley F. Slater,et al. Intelligence generation and superior customer value , 2000 .
[33] Mary Jo Bitner,et al. Self-Service Technologies: Understanding Customer Satisfaction with Technology-Based Service Encounters , 2000 .
[34] J. Chébat,et al. How emotions mediate the effects of perceived justice on loyalty in service recovery situations: an empirical study , 2005 .
[35] C. Goodwin,et al. Consumer responses to service failures: Influence of procedural and interactional fairness perceptions , 1992 .
[36] William H. Hendrix,et al. Modelling the role of pay equity perceptions: a field study , 1991 .
[37] Dwayne D. Gremler. The Critical Incident Technique in Service Research , 2004 .
[38] Karen S. Cook,et al. Distributive Justice: A Social-Psychological Perspective. , 1986 .
[39] D. Rousseau,et al. Violating the psychological contract: Not the exception but the norm , 1994 .
[40] Carl L. Saxby,et al. Measuring Consumer Perceptions of Procedural Justice in a Complaint Context , 2000 .
[41] Mary Jo Bitner,et al. Critical Service Encounters: The Employee's Viewpoint , 1994 .
[42] F. Dwyer,et al. Developing Buyer-Seller Relationships: , 1987 .
[43] Robert Folger,et al. Organizational Justice and Human Resource Management , 1998 .
[44] Dwayne D. Gremler,et al. Understanding Relationship Marketing Outcomes , 2002 .
[45] A. Parasuraman,et al. A Conceptual Model of Service Quality and Its Implications for Future Research , 1985 .
[46] David M. Szymanski,et al. Customer satisfaction: A meta-analysis of the empirical evidence , 2001 .
[47] J. S. Adams,et al. Inequity In Social Exchange , 1965 .
[48] Keith S. Coulter,et al. The effects of industry knowledge on the development of trust in service relationships , 2003 .
[49] J. J. Cronin,et al. Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach , 2001 .
[50] W. D. Perreault,et al. Reliability of Nominal Data Based on Qualitative Judgments , 1989 .
[51] R. Fisk,et al. The impact of other customers on service experiences: A critical incident examination of “getting along” , 1997 .
[52] Mary Jo Bitner,et al. Evaluating service encounters: The effects of physical surroundings and employee responses. , 1990 .
[53] Russell Cropanzano,et al. Perceived fairness of employee drug testing as a predictor of employee attitudes and job performance. , 1991, Journal of Applied Psychology.
[54] Carol T. Kulik,et al. Customer perceptions of justice in service transactions: the effects of strong and weak ties , 2001 .
[55] Michael G. Harvey,et al. Social exchange in supply chain relationships: The resulting benefits of procedural and distributive justice , 2006 .
[56] L. Berry. Cultivating service brand equity , 2000 .
[57] J. E. Swan,et al. Equity and Disconfirmation Perceptions as Influences on Merchant and Product Satisfaction , 1989 .
[58] S. Hunt,et al. The Commitment-Trust Theory of Relationship Marketing , 1994 .
[59] R. Folger,et al. HRM and service fairness: How being fair with employees spills over to customers , 1999 .
[60] R. Rust,et al. Service Quality: Insights and Managerial Implications from the Frontier , 1994 .
[61] Shankar Ganesan. Determinants of Long-Term Orientation in Buyer-Seller Relationships , 1994 .
[62] Harold W. Thimbleby,et al. Justice and Design , 1999, INTERACT.
[63] Adams Js. Towards an understanding of inequity , 1963 .
[64] C. Grönroos. A Service Quality Model and its Marketing Implications , 1984 .
[65] G. Leventhal. What Should Be Done with Equity Theory? New Approaches to the Study of Fairness in Social Relationships. , 1976 .