How emotions mediate the effects of perceived justice on loyalty in service recovery situations: An empirical study

Journal of Business Research

Volumn 58, Issue 5, 2005, Pages 664-673

  Chebat, Jean Charles ^a   Slusarczyk, Witold ^b  

^a HEC MONTRÉAL   (Canada)

^b NATIONAL BANK OF CANADA   (Canada)

Author keywords

Customer loyalty; Emotions; Justice; Service recovery

Indexed keywords

EID: 11844261524     PISSN: 01482963     EISSN: None     Source Type: Journal    
DOI: 10.1016/j.jbusres.2003.09.005     Document Type: Article

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