Investigating the role of customers' perceptions of employee effort and justice in service recovery

Mirella Yani-de-Soriano, Paul H.P. Hanel, Rosario Vazquez-Carrasco, Jesús Cambra-Fierro, Alan Wilson, Edgar Centeno
2019 European Journal of Marketing  
2018) Investigating the role of customers' perceptions of employee effort and justice in service recovery : a cross-cultural perspective. European Journal of Marketing. ISSN 0309-0566 (In Press) , http://dx.
doi:10.1108/ejm-09-2017-0570 fatcat:jtw7vekhznamla2eanxz6hj26a