Examine the cognitive and affective antecedents to service recovery satisfaction: A field study of delayed airline passengers

International Journal of Contemporary Hospitality Management

Volumn 25, Issue 3, 2013, Pages 306-327

  Wen, Biyan ^a   Geng qing Chi, Christina ^b  

^a JINAN UNIVERSITY   (China)

^b WASHINGTON STATE UNIVERSITY   (United States)

Author keywords

Behavioural intentions; Consumer behaviour; Consumption emotions; Customer satisfaction; Perceived justice; Service recovery; Trust

Indexed keywords

EID: 84875583172     PISSN: 09596119     EISSN: None     Source Type: Journal    
DOI: 10.1108/09596111311310991     Document Type: Article

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