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Services Marketing Quarterly Volume 39, 2018 - Issue 1
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Original Articles

Service Recovery, Justice Perception, and Forgiveness: The “Other Customers” Perspectives

Hyunju ShinDepartment of Marketing, College of Business Administration, Georgia Southern University, Statesboro, Georgia, USA
,
Riza CasidyDepartment of Marketing, Deakin University, Geelong, Victoria, AustraliaCorrespondence[email protected]
&
Anna S. MattilaCollege of Health and Human Development, School of Hospitality Management, Pennsylvania State University, State College, Pennsylvania, USA
Pages 1-21 | Published online: 28 Nov 2017

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Kum Fai Yuen, Simin Song, Xue Li & Xueqin Wang. (2023) Service recovery strategies for crowdsourced transportation: an examination of their impacts on user loyalty. Technology Analysis & Strategic Management 35:5, pages 523-537.
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Marco Tulio Campos Pimenta, Jose Marcos Carvalho de Mesquita, Hyunju Shin & Andre Torres Urdan. (2023) The Role of Customer Complaint Management on Switching Intention and Customer Exit in Fitness Centers. Services Marketing Quarterly 44:1, pages 51-72.
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Yu-Shan (Sandy) Huang & Tom J. Brown. (2023) The Positive Influence of Watching Others Receive Preferential Treatment on Rewards Program Participation: The Moderating Role of Rule Knowledge. Services Marketing Quarterly 44:1, pages 30-50.
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Muhammad Asghar Ali, Ding Hooi Ting, Muhammad Ahmad-ur-Rehman, Amir Zaib Abbasi & Zahid Hussain. (2021) Perceived service recovery justice and customer re-patronage intentions: Sequential mediation. Cogent Business & Management 8:1.
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Youngsun Sean Kim & Melissa A. Baker. (2020) Customers’ reactions to other customer caused service failures: the effects of tie strength on customer loyalty. Journal of Hospitality Marketing & Management 29:6, pages 682-701.
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Dan Jin, Robin B. DiPietro & Alei Fan. (2020) The impact of customer controllability and service recovery type on customer satisfaction and consequent behavior intentions. Journal of Hospitality Marketing & Management 29:1, pages 65-87.
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Raditha Hapsari, Ananda Sabil Hussein & Radityo Putro Handrito. (2020) Being Fair to Customers: A Strategy in Enhancing Customer Engagement and Loyalty in the Indonesia Mobile Telecommunication Industry. Services Marketing Quarterly 41:1, pages 49-67.
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