Effects of Service Recovery Expectation and Recovery Justice on Customer Citizenship Behavior in the E-Retailing Context
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DOI: 10.3389/fpsyg.2021.658153
Abstract: Customer citizenship behavior in the online shopping environment is vital to the success of e-retailers. However, it is unclear whether and how service recovery expectation and recovery justice predict customer citizenship behavior in e-retailing settings.… read more here.
Keywords: recovery; recovery expectation; expectation; service recovery ... See more keywords