The authors used R. Folger and R. Cropanzano's (1998, 2001) fairness theory to derive
predictions about the effects of explanation provision and explanation adequacy on justice …

Pressure from legislation and customers has motivated companies to consider reverse
logistics (RL) in their operations. Since it is a complex procedure that requires an adequate …

The idea of corporate social responsibility (CSR)—that is, businesses bearing a
responsibility to society and a broader set of stakeholders beyond its shareholders—gained …

With the growth of Internet technologies more and more consumers are using it as a tool for
information seeking about a product or a company. Enhancement of the Internet, popularity …

Service failures represent temporary or permanent interruptions of the customer's regular
service experience. Although the literature identifies an extensive set of organizational …

This paper investigates how managing online reviews affects hotel performance. An
international hotel chain provided the hotel performance data and the online review data. A …

Designed for advanced MBA and doctoral courses in Consumer Behavior and Customer
Satisfaction, this is the definitive text on the meaning, causes, and consequences of …

Increasingly, consumers are posting online reviews about hotels, restaurants, and other
tourism and hospitality providers. While some managers are responding to these reviews …

The field of organizational justice continues to he marked by several important research
questions, including the size of relationships among justice dimensions, the relative …

Many companies consider investments in complaint handling as means of increasing
customer commitment and building customer loyalty. Firms are not well informed, however …