How emotions mediate the effects of perceived justice on loyalty in service recovery situations: An empirical study

Article Abstract:

A study is conducted to examine the way in which the positive and negative emotions mediate the effects of justice on loyalty in an actual service recovery situation related to retail banking. The results are interpreted in terms of Justice Theory and Affect Control Theory (ACT) and in terms of managerial implications for services organizations, such as employees' training and complaints' handling.

Commercial Banks, Commercial Banking, Retail Banking Services, Retail banking, Customer service, Support services

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Learning, communication, and the bullwhip effect

Article Abstract:

The investigation of the influence of employee training and interpersonal communication, on supply chain management in an enterprise, is presented. The testing of behavioral hypotheses, during a beer distribution game in a controlled environment, is described.

Product information, Testing, Interpersonal communication, Logistics, Business logistics, Behaviorism (Psychology), Behaviorism, Behaviourism

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Upscale image transfer from malls to stores: A self-image congruence explanation

Article Abstract:

Quality perceptions by customers and effects of social status on these perceptions are evaluated.

Evaluation, Consumer preferences, Social status

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