articleJournal of RetailingJan 1, 2002Closed access

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

JGJames G. MaxhamRGRichard G. Netemeyer

University of Virginia

Indexed incrossref

Abstract

No abstract available for this paper.

Citation impact

948
total citations
FWCI
9.38
Percentile
100%
References
56
Citations per year

Authors

2

Topics & keywords

Topics
Keywords
  • Service recovery
  • Interactional justice
  • Complaint
  • Customer satisfaction
  • Procedural justice
  • Explanatory power
  • Distributive justice
  • Economic Justice
UN Sustainable Development Goals
  • Peace, Justice and strong institutions
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