Computers in Human Behavior · 2012 · 58 citations · 58 references
BusinessManagement Information SystemsSocial PsychologyRecovery PlanningCustomer SatisfactionOnline Consumer BehaviorOrganizational JusticeService RecoveryPerceived JusticeService Recovery BehaviorService Recovery EvaluationService Recovery ExpectationsService Recovery Satisfaction
58
The Behavioral Consequences of Service Quality
Valarie A. Zeithaml, Leonard L. Berry, A. Parasuraman · Journal of Marketing · 1996 · 8.7K citations
Richard L. Oliver · Journal of Marketing · 1999 · 6.9K citations