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Firms reap what they sow: the effects of shared values and perceived organizational justice on customers' evaluations of complaint handling

Netemeyer, Richard G. - ; Maxham, James G. - ;

Employing elements of organizational theory and service recovery research, the authors examine how employees' perceptions of shared values and organizational justice can stimulate customer-directed extra-role behaviors when handling complaints. They also investigate how these extra-role behaviors affect customers' perceptions of justice, satisfaction, word of mouth, and purchase intent. The authors capture and match employee and customer perceptions regarding the relevant constructs following a complaint and recovery experience. The results indicate that employees' perceptions of shared values and organizational justice affect customer-directed customer-directed extra-role behaviors. Furthermore, the authors find that extra-role behaviors have significant effects on customers' perceptions of justice and that these behaviors mediate the effects of shared values and organizational justice on customer justice perceptions.Printed Journal


Ketersediaan

Call NumberLocationAvailable
PSB lt.dasar - Pascasarjana1
Penerbit: American Marketing Association
Edisi-
SubjekConsumer attitudes
Values
Correlation analysis
Customer Satisfaction
Perceptions
Complaints
ISBN/ISSN222429
Klasifikasi-
Deskripsi Fisik-
Info Detail Spesifik-
Other Version/RelatedTidak tersedia versi lain
Lampiran BerkasTidak Ada Data

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