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The Effectiveness of Compensation for Service Recovery:Roles of Perceived Equity and Relationship Level

Year: 2011

Type: conference-paper

Abstract: This present study examined the different equity perceptions depending on consumer-organization relationships. More specifically, this study examined the mediating role of equity perceptions in the relationships between compensation and consumer’s future behavioral intentions. Furthermore, the moderating effects of consumer’s relationship level on perceived equity as well as behavioral intentions were examined.

Source: ScholarWorks@UMassAmherst (University of Massachusetts Amherst)

Authors: Soyeon Kwon, SooCheong Jang

Language: English

Topic: Customer Service Quality and Loyalty

Subfield: Marketing

Field: Business, Management and Accounting

Domain: Social Sciences

Open Access status: green

OpenAlex ID: W190100003

FWCI:

Cites: 49

Cited by: 1

Related to: 10