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http://dx.doi.org/10.5392/JKCA.2010.10.7.377

Effects of Service Recovery Efforts on Customers' Switching Intentions  

Chung, Hyun-Young (세명대학교 호텔관광학부)
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Abstract
To find out an mediating variable between justice perception and switching intentions in the service failure and recovery context the study has centered mainly on justice perceptions, satisfaction and switching intentions after service failure. The researcher found that justice perceptions had negative effects on switching intentions, but satisfaction after service recovery didn't mediate between justice perceptions and switching intentions.
Keywords
Service Recovery Justice; Satisfaction After Recovery; Switching Intentions;
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