James G. Maxham

TL;DR: In this article, the authors report a repeated measures field study that captures complaining customers' perceptions of their overall satisfaction with the firm, likelihood of word-of-mouth recommendations, and repurchase intent during a 20-month span that includes two service failures and recovery attempts.

TL;DR: In this paper, the effects of different levels of service recovery have on satisfaction, purchase intentions, and one's propensity to spread positive word-of-mouth (WOM) were examined.

TL;DR: In this paper, the authors proposed a model of the effects of perceived justice on customer satisfaction and intent following a service or product failure and a recovery attempt and tested the model using two field studies that captured customer perceptions over time, and the results largely support the model's path estimates and explanatory power.

TL;DR: In this paper, the authors propose a structural model that explains how service firms can disseminate their customer-oriented strategy by aligning the strategy with specific management and employee-initiated control mechanisms that lead to increased commitment and shared values on the part of customer contact employees.

TL;DR: In this article, the authors examine how employees' perceptions of shared values and organizational justice can stimulate customer-directed extra-role behaviors when handling complaints and investigate how these extra role behaviors affect customers' perception of justice, satisfaction, word of mouth and purchase intent.