Perceptions of Justice after Recovery Efforts in Internet Purchasing: the Impact on Consumer Trust and Loyalty toward Retailing Sites and Online Shopping in General
The main goal of this paper is to extend the traditional theoretical model of service recovery to the online purchasing environment by investigating the impact of perceptions of justice after recovery efforts toward unsatisfactory Internet purchasing on customer trust and loyalty. The authors develo...
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| Publicat a: | BAR - Brazilian Administration Review |
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| Autors principals: | , |
| Format: | Artigo |
| Idioma: | Inglês |
| Publicat: |
Associação Nacional de Pós-Graduação e Pesquisa em Administração
2011
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| Matèries: | |
| Accés en línia: | https://www.redalyc.org/articulo.oa?id=84119751002 |
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