The impact of perceived justice on consumers' emotional responses to service complaint experiences

By K. Schoefer, C. Ennew. 2005

376 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/5a2497ef665b4e92c297ce3bdad3b5b4d5f70c8c

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In Organizational Behavior and Human Resource Management

In Social Psychology

In Sociology and Political Science

Citations in the corpus

An empirical model of international student satisfaction (2009, background): “University education falls into the domain of services marketing, where service performances are considered situation specific (Schoefer and Ennew, 2005) and two services cannot be treated as identical if they are performed in different settings and by different individuals (Lovelock et al.”
Predicting overall customer satisfaction: Big data evidence from hotel online textual reviews (2019, background): “Customers writing subjective reviews are more emotional and thus tend to generate more extreme, negative evaluations toward hotels when they perceive that the product and service offerings are unfair (Schoefer and Ennew, 2005).”
The effects of anticipatory emotions on service satisfaction and behavioral intention (2014, background): “…effects of positive and negative emotions have been noted in respect of response to advertising messages (e.g. Homer 2006), service failure (e.g. del Río-Lanza et al. 2009; Schoefer and Ennew 2005; Varela-Neira et al. 2008) and hedonic services (e.g. Lee et al. 2008; Palmer and Koenig-Lewis 2010).”
Positive psychological capital and emotional labor in Korea: the job demands-resources approach (2016, background): “…involves enhanced cognitive flexibility via positive emotion, whereby perceived distributive justice triggers positive emotion (Chebat & Slusarczyk, 2005; Schoefer & Ennew, 2005) which fosters cognitive flexibility through a broadened scope of attention, cognition and action (Fredrickson, 2001).”
Appraisal Determinants of Tourist Emotional Responses (2012, background): “Previous studies (e.g., Luce, Payne, and Bettman 1999; Schoefer and Ennew 2005) have successfully used vignette scenarios.”
Service Fairness, Consumption Emotions, Satisfaction, and Behavioral Intentions: The Experience of Chinese Heritage Tourists (2013, background): “Based on the same perspective, Schoefer and Ennew (2005) concluded that perceived justice presents a cognitive appraisal dimension, and it elicits the emotions following complainthandling experiences.”
The role of hedonism in ethical tourism (2014, methodology): “…intentions] or emotional satisfaction (Bigné et al., 2008; Hosany & Gilbert, 2010; Mano & Oliver, 1993), b) a response to complaint experiences (Schoefer & Ennew, 2005), c) a segmentation tool based on the pleasure and arousal associated with leisure and tourism services (Bigné & Andreu,…”
Examine the cognitive and affective antecedents to service recovery satisfaction: A field study of delayed airline passengers (2013, methodology): “Customers’ positive consumption emotions were operationalized from four aspects: pleased, happy, relaxed, and excited; and customers’ negative consumption emotions were operationalized with four items: disappointed, angry, regretful and annoyed (Schoefer and Ennew, 2005; Schoefer and Diamantopoulos,”