THE EFFECT OF INFORMATIONAL AND INTERPERSONAL JUSTICE TOWARDS SATISFACTION WITH RECOVERY SERVICE THROUGH THE ROLE OF CUSTOMER EMOTION MEDIATION: A STUDY ON POST-MERGER RURAL CREDIT BANKS (BPR) IN INDONESIA
The research objective is to explore the role of moving mediation on the influence of informational and interpersonal justice on satisfaction with service recovery, as well as broadening the impact of informational and interpersonal justice on satisfaction with service recovery at the Rural Bank (BP...
Main Authors: | Badawi Badawi, Wiwi Hartati, Istyakara Muslichah |
---|---|
Format: | Article |
Language: | English |
Published: |
University of Kragujevac
2019-12-01
|
Series: | Proceedings on Engineering Sciences |
Subjects: | |
Online Access: | http://pesjournal.net/journal/v1-n2/9.pdf |
Similar Items
-
How Interpersonal Justice Shapes Legitimacy Perceptions: The Role of Interpersonal Justice Trajectories and Current Experience
by: Juan Liang, et al.
Published: (2020-10-01) -
Effects of Service Recovery Expectation and Recovery Justice on Customer Citizenship Behavior in the E-Retailing Context
by: Tingting Zhu, et al.
Published: (2021-05-01) -
Perceived justice and recovery satisfaction: the moderating role of customer-perceived quality
by: Jha Subhash, et al.
Published: (2015-09-01) -
The effects of Justice Oriented Service Recovery on Customer Satisfaction and Loyalty in Retail Banks in Ethiopia
by: Efrem Sisay Assefa
Published: (2014-08-01) -
Perceived service recovery justice and customer re-patronage intentions: Sequential mediation
by: Muhammad Asghar Ali, et al.
Published: (2021-01-01)