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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
Call Number | Location | Available |
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PSB lt.dasar - Pascasarjana | 1 |
Penerbit | : American Marketing Association |
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Edisi | - |
Subjek | Consumer attitudes Values Correlation analysis Customer Satisfaction Perceptions Complaints |
ISBN/ISSN | 222429 |
Klasifikasi | - |
Deskripsi Fisik | - |
Info Detail Spesifik | - |
Other Version/Related | Tidak tersedia versi lain |
Lampiran Berkas | Tidak Ada Data |