Firms Reap what they Sow: The Effects of Shared Values and Perceived Organizational Justice on Customers’ Evaluations of Complaint Handling

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To Err Is Human(-oid): How Do Consumers React to Robot Service Failure and Recovery? (2020, background): “Afterward, participants indicated their satisfaction (e.g., “In my opinion, the hotel provided a satisfactory resolution to my problem on this particular occasion,” Maxham and Netemeyer 2003; see Appendix Table A1).”
To empower or not to empower your sales force? An empirical examination of the influence of leadership empowerment behavior on customer satisfaction and performance. (2005, background): “Satisfaction with a service or product also leads to increased positive word-of-mouth publicity (Maxham, 2001; Maxham & Netemeyer, 2003), which is an important source of information for buyers and has been shown to have a major purchasing influence (Grewal & Sharma, 1991; 947LEADERSHIP EMPOWERMENT…”
The influence of emotions on customer's cognitive evaluations and satisfaction in a service failure and recovery context (2008, background): “…or service recovery (Homburg & Fürst, 2005; Maxham & Netemeyer, 2002, 2003; Smith et al., 1999; Tax et al., 1998) and on overall satisfaction (Maxham & Netemeyer, 2002, 2003), we propose the following hypothesis: H2: (a) Distributive justice in service recovery, (b) procedural justice in…”