Modeling customer perceptions of complaint handling over time: the effects of perceived justice on satisfaction and intent

By James G. Maxham, Richard G. Netemeyer. 2002

1,006 citations recorded by the source corpus.

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

View Paper: https://www.semanticscholar.org/paper/a241b1a05be53b690f333f7c01c8d9b3c23b7793

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In Organizational Behavior and Human Resource Management

In Sociology and Political Science

In Strategy and Management

Citations in the corpus

A comprehensive model of customer direct and indirect revenge: understanding the effects of perceived greed and customer power (2010, methodology): “We also chose well-established scales from the literature to measure distributive fairness, interactional fairness and procedural fairness ( Maxham and Netemeyer 2002a; Tax et al. 1998).”
Understanding customers' loyalty intentions towards online shopping: an integration of technology acceptance model and fairness theory (2009, methodology): “…Lim 2001, Martı´nez-tur et al. 2006) but also in other research areas such as organisational fairness (Aryee et al. 2002, Ramaswami and Singh 2003), service recovery (Smith et al. 1999), complaint handling (Blodgett et al. 1997, Maxham and Netemeyer 2002), and Web-based learning (Chiu et al. 2007).”
A consumption emotion measurement development: a full-service restaurant setting (2010, methodology): “This loyalty measure was adapted from Taylor and Baker (1994) and Maxham and Netemeyer (2002).”
An Extension of the Four-Stage Loyalty Model: The Critical Role of Positive Switching Barriers (2012, methodology): “Validated items to measure affective, conative, and action loyalty were adopted from Back (2005), Evanschitzky and Wunderlich (2006), Maxham and Netemeyer (2002), and Oliver (1997, 1980).”
Determinants of Restaurant Customers' Loyalty Intentions: A Mediating Effect of Relationship Quality (2008, methodology): “Customer satisfaction, trust, and loyalty intentions scales were drawn from previous scales in the marketing and management literature (Blodgett, Hill, and Tax, 1997; Maxham and Netemeyer, 2002; Morgan and Hunt, 1994; Oliver, 1980; Oliver and Swan, 1989).”
Modeling Roles of Service Recovery Strategy: A Relationship-Focused View (2005, background): “Recovery satisfaction Brown, Cowles, & Tuten, 1996; Maxham & Netemeyer, 2002b • In my opinion, the restaurant provided a satisfactory resolution to the problem on this particular occasion.”