dc.contributor.author Xu, Y
dc.contributor.author Marshall, R
dc.contributor.author Tronvoll, B
dc.contributor.editor van der Rhee, B
dc.contributor.editor Victorino, L
dc.date.accessioned 2012-02-28T21:41:08Z
dc.date.accessioned 2012-02-28T21:41:17Z
dc.date.available 2012-02-28T21:41:08Z
dc.date.available 2012-02-28T21:41:17Z
dc.date.copyright 2011
dc.date.issued 2012-02-29
dc.identifier.citation 12th International Research Symposium on Service Excellence in Management, Ithica, New York, USA, 2011-06-04 - 2011-06-07, pages 1033 - 1042
dc.identifier.isbn 978-0-578-08457-2
dc.identifier.uri http://hdl.handle.net/10292/3448
dc.description.abstract In this service recovery research, distributive justice is set against a composite variable composed of procedural and interactive justice with co-creation, to compare the variables’ influence on satisfaction with the service recovery and subsequent repurchase intentions. The two variables (what the customer gets and how they get it) are hypothesized to mediate each other. A dual-mediation structural model is constructed and tested on survey data sought from multicultural respondents. The mediation idea is supported and the implications developed.
dc.publisher AUT University
dc.publisher Cornell University
dc.relation.replaces http://hdl.handle.net/10292/3447
dc.relation.replaces 10292/3447
dc.relation.uri http://www.hotelschool.cornell.edu/research/chr/events/quis/documents/QUISProgramsmall_008.pdf
dc.rights Auckland University of Technology (AUT) encourages public access to AUT information and supports the legal use of copyright material in accordance with the Copyright Act 1994 (the Act) and the Privacy Act 1993. Unless otherwise stated, copyright material contained on this site may be in the intellectual property of AUT, a member of staff or third parties. Any commercial exploitation of this material is expressly prohibited without the written permission of the owner.
dc.title A dual-mediation model of justice and service recovery
dc.type Conference Contribution
dc.rights.accessrights OpenAccess

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