Satisfaction and post-purchase intentions with service recovery of online shopping websites: Perspectives on perceived justice and emotions

By Ying-Feng Kuo, Chi-Ming Wu. International Journal of Information Management, 2012

323 citations recorded by the source corpus.

Subfields: Information Systems and Management, Organizational Behavior and Human Resource Management, Sociology and Political Science

View Paper: https://www.semanticscholar.org/paper/96fc42c62801e8bce7ed9ef74fd7a0201284b82f

How researchers see this paper

The researchers whose trusted networks rank it highest, strongest advocate first. Every researcher gets a different order.

In Information Systems and Management

1. P. Klaus

In Organizational Behavior and Human Resource Management

1. P. Klaus
2. Aikaterini Manthiou
3. E. Hickman

In Sociology and Political Science

1. P. Klaus
2. Aikaterini Manthiou
3. E. Hickman

Citations in the corpus

• Beyond good and bad: Challenging the suggested role of emotions in customer experience (CX) research (2020, background): “In the context of service failure, both positive and negative emotions have an impact on satisfaction (Schoefer, 2010) and recovery satisfaction (Kuo and Wu, 2012).”