EFFECT OF ADVANCE EXPLANATIONS ON CUSTOMER-PERCEIVED JUSTICE, SATISFACTION AND LOYALTY ENHANCEMENT
Providing explanation in mitigating employee response to negative events has been widely discussed and used as an economic tool in organizational behavior (e.g., Gilliland, 1994). This concept was applied examining the advance/post-explanation effect with 300 samples in a service industry. The result, based on ANOVA analysis, indicates that the advance explanation effect on enhancing customer-perceived justice, satisfaction and loyalty is powerful and significant (Table 1).
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Document Type: Research Article
Publication date: 2008-01-01
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