Service Fairness and Customer Satisfaction in Internet Bank: From a Trust and Perceived Customer Value Perspective

Keywords

Customer satisfaction, Business, Customer equity, Customer retention, Service quality

References

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• Perceptions of Systemic Justice: The Effects of Distributive, Procedural, and Interactional JusticeConstant D. Beugré, Robert A. Baron — 2001
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• The Role of Justice in Organizations: A Meta-AnalysisYochi Cohen‐Charash, Paul E. Spector — 2001

Cited by

• 'Stuff' Happens: A Theoretical Framework for Internal IS Service RecoveryMohammad S. Najjar, Aaron Kennon Smith, William J. Kettinger — 2010
• Quantitative fairness for assessing perceived service quality in queuesWerner Sandmann — 2013
• Uncertainty Avoidance as a Moderator to Service Fairness and Customer Satisfaction in Online BankingYu‐Qian Zhu, Houn‐Gee Chen — 2010
• Understanding Customer Value in SAP Enterprise Mobility : An exploratory study to identify value drivers in the German enterprise mobility industryJ. D. Graaf — 2014

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