This study examines the effects of distributive, interactional, and procedural justice on
complainants' repatronage and negative word-of-mouth intentions. In order to test the hypotheses …

SERVQUAL, an instrument developed by Parasuraman, Zeithaml and Berry, is currently the
most popular measure of service quality. Compares these original studies with subsequent …

Previous research has found that dissatisfied consumers choose to seek redress, engage in
negative word-of-mouth behavior, and exit (ie, vow never to repatronize the retailer) based …

Services marketing research has largely focussed on measuring service quality and
satisfaction associated with the primary service itself, with little attention given to the effect of the …

This research investigates the question: Does the physical environment of service delivery
settings influence customers' evaluations of the service experience and subsequent …

Presents a dynamic model of the consumer complaining behavior process. Is unique in that
it distinguishes between negative word‐of‐mouth that occurs prior to seeking redress (or in …

The physical environment of the stadium may have a significant effect on the extent to which
spectators will desire to stay and return to the stadium. Specific aspects of the stadium …

As more and more firms operate globally, an understanding of the effects of cultural
differences on ethical decision making becomes increasingly important for avoiding potential …

This study applied Hofstede’s typology to examine the effect of culture on ethical sensitivity
toward various stake-holders. It was found that uncertainty avoidance had a positive effect …

The authors develop a conceptual model of consumer complaining behavior, in a retail
environment, by integrating the confirmation/disconfirmation paradigm, AO Hirschman's theory of …