Effects of Service Recovery Expectation and Recovery Justice on Customer Citizenship Behavior in the E-Retailing

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Tingting Zhu1, Beilei Liu1, Mengmeng Song1

  • 1School of Business, Research Institute of Decision and Behavior Science, Anhui University of Technology, Ma'anshan, China.

Frontiers in Psychology
|June 17, 2021
PubMed

Keywords:
customer citizenship behaviorpost-recovery satisfactionrecovery expectation confirmationrecovery justiceservice recovery expectation

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