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Service recovery, justice perception, and forgiveness: the “other customers” perspectives

Shin, Hyunju, Casidy, Riza and Mattila, Anna S. 2017, Service recovery, justice perception, and forgiveness: the “other customers” perspectives, Services marketing quarterly, doi: 10.1080/15332969.2017.1398021.

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Title Service recovery, justice perception, and forgiveness: the “other customers” perspectives
Author(s) Shin, Hyunju
Casidy, RizaORCID iD for Casidy, Riza orcid.org/0000-0002-6836-245X
Mattila, Anna S.
Journal name Services marketing quarterly
Total pages 21
Publisher Taylor and Francis
Place of publication London, Eng.
Publication date 2017-11-24
ISSN 1533-2969
1533-2977
Keyword(s) Distributive justice
forgiveness
interactional justice
other customers
service failure
service recovery
Notes In press
Language eng
DOI 10.1080/15332969.2017.1398021
Field of Research 1505 Marketing
HERDC Research category C1 Refereed article in a scholarly journal
ERA Research output type C Journal article
Copyright notice ©2017, Taylor & Francis Group
Persistent URL http://hdl.handle.net/10536/DRO/DU:30105388

Document type: Journal Article
Collection: Department of Marketing
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