How emotions mediate the effects of perceived justice on loyalty in service recovery situations: an empirical study

By J. Chébat, W. Slusarczyk. 2005

728 citations recorded by the source corpus.

Subfields: Organizational Behavior and Human Resource Management, Social Psychology, Sociology and Political Science

View Paper: https://www.semanticscholar.org/paper/2f37845c88888583db785f1b426aac51be657f4e

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In Organizational Behavior and Human Resource Management

In Social Psychology

In Sociology and Political Science

Citations in the corpus

Understanding Airline Travelers’ Perceptions of Well-Being: The Role of Cognition, Emotion, and Sensory Experiences in Airline Lounges (2016, neutral): “…are directly linked to their subsequent behavior, such as satisfaction and behavioral intentions (Adaval, 2001; Babin & Babin, 2001; Bigné, Mattila, & Andreu, 2008; Chebat & Slusarczyk, 2005; Gracia, Bakker, & Grau, 2011; Ladhari, 2007; Phillips & Baumgartner, 2002; Pollai, Hoelzl, & Possas, 2010).”
Building loyalty through reward programs: The influence of perceptions of fairness and brand attachment (2019, background): “Perceived justice influences emotions (Chebat and Slusarczyk, 2005; DeWitt et al., 2008) and trust (DeWitt et al.”
Procedural Justice, Anger, and Prisoners’ Misconduct (2015, background): “…the procedural justice field have been conducted to examine the mediating role of anger in the relationship between procedural justice and compliance in non-correctional settings (Chebat & Slusarczyk, 2003; gordijn, Yzerbyt, wigboldus, & Dumont, 2006; Murphy & Tyler, 2008; VanYperen et al., 2000).”
Service Fairness, Consumption Emotions, Satisfaction, and Behavioral Intentions: The Experience of Chinese Heritage Tourists (2013, background): “Chebat and Slusarczyk (2005) showed that emotions held by customers in a service recovery setting mediate the impact of perceived justice on loyalty.”
The influence of emotions on customer's cognitive evaluations and satisfaction in a service failure and recovery context (2008, methodology): “Consequently, some authors recommend using a survey approach in future research (Chebat & Slusarczyk, 2005; Schoefer & Ennew, 2005).”
Better him than me: social comparison theory and service recovery (2008, background): “Chebat and Slusarczyk (2005) argue that learning how to manage customers and their emotions may have more positive longrun consequences in terms of retaining customers than the more traditional approach of trying to fix customers’ problems without addressing their emotions.”