Face, fate and brand equity: service recovery justice and satisfaction

Purpose Can we always expect that service recovery justice leads to satisfaction? Literature has shown that a number of moderating factors impact the recovery justice-satisfaction link in different cultures. However, there is a dearth of research that has indicated the key cultural variables that pl...

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Veröffentlicht in:	The Journal of consumer marketing 2020-10, Vol.37 (7), p.843-854
Hauptverfasser:	Lee, Joseph Lok-Man, Siu, Noel Yee-Man, Zhang, Tracy Jun-Feng
Format:	Artikel
Sprache:	eng
Schlagworte:	Brand equity Culture Customer satisfaction Customer services Distributive justice Failure Perceptions Procedural justice
Online-Zugang:	Volltext
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