Ana M. Díaz-Martín

Organizational Behavior and Human Resource Management · 2009

A researcher in the Science corpus: 1 paper; trusts 4 researchers and is trusted by 0 researchers here, as inferred from the citation graph.

Subfields

Whom Ana M. Díaz-Martín trusts overall

Their strongest outbound trust, strongest first, inferred from their citations.

  1. James G. Maxham
  2. Moshe Davidow
  3. J. Chébat

Papers from Ana M. Díaz-Martín's perspective

Ordered by how strongly the researchers Ana M. Díaz-Martín trusts endorse each paper. Same corpus, a different order for every researcher.

  1. Firms Reap what they Sow: The Effects of Shared Values and Perceived Organizational Justice on Customers’ Evaluations of Complaint Handling
  2. Service recovery's influence on consumer satisfaction, positive word-of-mouth, and purchase intentions
  3. Understanding Procedural Justice and Its Impact on Business Organizations
  4. The effect of customers' emotional responses to service failures on their recovery effort evaluations and satisfaction judgments
  5. The Bottom Line Impact of Organizational Responses to Customer Complaints
  6. Modeling customer perceptions of complaint handling over time: the effects of perceived justice on satisfaction and intent
  7. How emotions mediate the effects of perceived justice on loyalty in service recovery situations: an empirical study
  8. Service provider responses to anxious and angry customers: different challenges, different payoffs
  9. Customer satisfaction: A meta-analysis of the empirical evidence
  10. The impact of switching costs on the customer satisfaction‐loyalty link: mobile phone service in France

Their papers