基于感知公平的服务补救措施对补救绩效的影响研究企业管理（市场营销）专业论文.docxVIP

Abs Abstract PAGE PAGE IV response speed, the influence of apology and remedy initiative to interactive fairness, and the influence of remedy initiative to information fairness. The four dimensions of perceived justice all have significant positive effects on (the) three aspects of remedial performance, however there exist differences in different degrees. Among these effects, interaction justice has the largest influence on customer satisfaction and oral spreading; nevertheless, the result fairness has the largest influence on customer repurchase intention. Perception justice plays a signi