Customer complaints and organizational responses: The effects of complainants' perceptions of justice on satisfaction and loyalty

International Journal of Hospitality Management

Volumn 25, Issue 1, 2006, Pages 69-90

  Karatepe, Osman M ^a  

^a EASTERN MEDITERRANEAN UNIVERSITY   (Turkey)

Author keywords

Complainant loyalty; Complainant satisfaction; Distributive justice; Interactional justice; Northern Cyprus; Procedural justice

Indexed keywords

EID: 33144462409     PISSN: 02784319     EISSN: None     Source Type: Journal    
DOI: 10.1016/j.ijhm.2004.12.008     Document Type: Article

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