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

2002/01/01 by James G Maxham, James G. Maxham, Richard G Netemeyer +1 · 957 citations
Business, Management and Accounting · Psychology · Social Sciences · #Business #Complaint #Corporate Identity and Reputation #Customer Service Quality and Loyalty #Customer satisfaction #Distributive justice #Economic Justice #Economics #Explanatory power #Interactional justice #Marketing #Microeconomics #Perception #Political science #Procedural justice #Product (mathematics) #Psychology #Psychology of Social Influence #Service (business) #Service quality #Service recovery #Social psychology #Word of mouth

paper · doi:10.1016/s0022-4359(02)00100-8

published in Journal of Retailing 78(4), 239-252 (Elsevier BV)

openalex publication_date 2002/01/01 · openalex created_date 2025/10/10 · openalex updated_date 2026/07/28

Citations

• The moderator–mediator variable distinction in social psychological research: Conceptual, strategic, and statistical considerations.

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