|
[1]
|
J. G. Maxham III, R. G. Netemeyer. Modeling customer perceptions of complaint handling over time: The effects of perceived justice on sat-isfaction and intent. Journal of Retailing, 2002, 78(4): 239-252.
|
|
[2]
|
J. C. Chebat, W. Slusarczyk. How emotions mediate the effect of per-ceived justice on loyalty in service recovery situations: An empirical study. Journal of Business Research, 2005, 58: 664- 673.
|
|
[3]
|
A. B. del Rio-Lanza. Satisfaction with service recovery: Perceived justice and emotional responses. Journal of Business Research, 2009, 62: 775-781.
|
|
[4]
|
J. G. Maxham III, R. G. Netemeyer. Firms reap what they sow: The effects of shared values and perceived organizational justice on customers’ evaluations of complaint handling. Journal of Marketing, 2003, 67: 46-62.
|
|
[5]
|
秦进. 网络零售服务补救情形下的顾客忠诚——基于感知公平与感知转移成本视角的研究[J]. 经济管理, 2012, 3: 95.
|
|
[6]
|
郑秋莹, 范秀成. 网上零售业服务补救策略研究——基于公平理论和期望理论的探讨[J]. 管理评论, 2007, 19: 17-23.
|
|
[7]
|
P. Patterson, E. Cowley and K. Prasongsukarn. Service failure recovery: The moderating impact of individual-level cultural value orientation on perceptions of justice. International Journal of Research in Marketing, 2006, 23(3): 263-277.
|
|
[8]
|
J. G. Maxham III, R. G. Netemeyer. Modeling customer perceptions of complaint han-dling over time: The effects of perceived justice on satisfaction and intent. Journal of Retailing, 2002, 78(4): 239-252.
|
|
[9]
|
J. E. Collier, C. C. Bienstock. Measuring service quality in e-retailing. Journal of Ser-vice Research, 2006, 8(3): 260-275.
|
|
[10]
|
K. Schoefer, C. Ennew. The impact of perceived justice on consumer emotional responses to ser-vice complaints experiences. Journal of Services Marketing, 2005, 19(5): 261-270.
|
|
[11]
|
侯杰泰, 成子娟. 结构方程模型的应用及分析策略[J]. 心理学新探, 1999.
|
|
[12]
|
A. S. Mattila. The effectiveness of service recovery in a multi- industry setting. Journal of Service Mar-keting, 2001, 15: 583- 596.
|