Araştırma Makalesi
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Adalet Algısı ile İntikam Arzusu ve İhanet İlişkisinin İncelenmesi

Yıl 2022, Cilt 17, Sayı 3, 637 - 663, 01.12.2022
https://doi.org/10.17153/oguiibf.1090993

Öz

Firmaların ürün ya da hizmet sunumunda problem yaşayan müşteriler karşılaştıkları sorunlar nedeniyle çeşitli olumsuzluk algısına sahip olurlar. Bu durum karşısında müşteriler adaletsizlik algılayarak aldatıldıklarını düşünürler. Bu durum onların firmalara karşı intikam arzuları beslemesine ve hatta onlara zarar vererek durumu eşitleme düşüncesiyle intikam davranışı sergilemesine neden olmaktadır. Bu araştırmada, adalet türlerinin algılanan ihanet üzerindeki etkileri incelenerek hem intikam arzusu hisseden müşterilerin nasıl davrandıkları ortaya konulmaya hem de müşterilerin ne tür intikam davranışları sergiledikleri belirlenmeye çalışılmıştır. Satın almış oldukları ürün ya da hizmetle ilgili olarak maddi veya manevi bir problem yaşayan ve bu problemle alakalı tüketici hakem heyetine ya da ilgili firmalara şikâyetlerini doğrudan ileten 18 yaş ve üzeri müşteriler araştırmanın örneklemini oluşturmaktadır. Verilerin analizinde tanımlayıcı istatistikler, güvenilirlik analizi, doğrulayıcı faktör analizi ve YEM analizi kullanılmıştır. Yapılan analizler sonucunda prosedürel ve etkileşimsel adaletin algılanan ihanet üzerinde, algılanan ihanetin intikam arzusu üzerinde ve intikam arzusunun da müşteri intikam davranışı üzerinde etkili olduğu tespit edilmiştir.

Kaynakça

  • Adams, J. S. (1965), “Inequity in Social Exchange”, In Advances in Experimental Social Psychology, Vol. 2: 267-299.
  • Aquino, K., Tripp, T. M., & Bies, R. J. (2001), “How Employees Respond to Personal Offense: The Effects of Blame Attribution, Victim Status, and Offender Status on Revenge and Reconciliation in The Workplace”, The Journal of Applied Psychology, Vol. 86, No. 1: 52–59.
  • Averill, J. R. (1983), “Studies on Anger and Aggression: Implications for Theories of Emotion”, American Psychologist, Vol. 38, No. 11: 1145–1160.
  • Bechwati, N. N., & Morrin, M. (2003), “Outraged Consumers: Getting Even at The Expense of Getting a Good Deal”, Journal of Consumer Psychology, Vol. 13, No. 4: 440-453.
  • Bies, R. J., & Shapiro, D. L. (1987), “Interactional Fairness Judgments: The Influence of Causal Accounts”, Social Justice Research, Vol. 1, No. 2: 199-218.
  • Bies, R. J., & Tripp, T. M. (1996), “Beyond Distrust: ‘Getting Even’ and The Need for Revenge”, Trust in Organizations: Frontiers of Theory and Research, (Eds. In R. Kramer & T. Tyler), Sage Publications: 246-260.
  • Brashear, T. G., Brooks, C. M., & Boles, J. S. (2004), “Distributive and Procedural Justice in a Sales Force Context: Scale Development and Validation”, Journal of Business Research, Vol. 57, No. 1: 86-93.
  • Caldwell, C., Davis, B., & Devine, J. A. (2009), “Trust, Faith, and Betrayal: Insights from Management for the Wise Believer”, Journal of Business Ethics, Vol. 84, No. 1: 103-114.
  • Carlsmith, K. M., & Darley, J. M. (2008), “Psychological Aspects of Retributive Justice”, Advances in Experimental Social Psychology, Vol. 40: 193-236.
  • Chebat, J. C., & Slusarczyk, W. (2005), “How Emotions Mediate The Effects of Perceived Justice on Loyalty in Service Recovery Situations: An Empirical Study”, Journal of Business Research, Vol. 58 No. 5, 664-673.
  • Cheng, S., Lam, T., & Hsu, C. H. C. (2006), “Negative Word-of-Mouth Communication Intention: An Application of the Theory of Planned Behavior”, Journal of Hospitality & Tourism Research, Vol. 30, No. 1: 95-116.
  • Collier, J. E., & Bienstock, C. C. (2006), “Measuring Service Quality in E-Retailing”, Journal of Service Research, Vol. 8, No. 3: 260-275.
  • Darley, J. M., & Pittman, T. S. (2003), “The Psychology of Compensatory and Retributive Justice”, Personality and Social Psychology Bulletin, Vol. 7, No. 4: 324-336.
  • Ding, M. C., Ho, C. W., & Lii, Y. S. (2015), “Is Corporate Reputation a Double-Edged Sword? Relative Effects of Perceived Justice in Airline Service Recovery”, International Journal of Economics and Business Research, Vol. 10, No. 1: 1-17.
  • Elangovan, A. R., & Shapiro, D. L. (1998), “Betrayal of Trust in Organizations”. Academy of Management Review, Vol. 23, No. 3: 547-566.
  • Ennew, C., & Schoefer, K. (2003), “Service Failure and Service Recovery in Tourism: A Review”, Nottingham: Christel DeHaan Tourism and Travel Research Institute, Nottingham University Business School, Vol. 6: 1-15.
  • FeldmanHall, O., Sokol-Hessner, P., Van Bavel, J. J., & Phelps, E. A. (2014), “Fairness Violations Elicit Greater Punishment on Behalf of Another than for Oneself”, Nature Communications, Vol. 5, No. 1: 1-6.
  • Funches, V., Markley, M., & Davis, L. (2009), “Reprisal, Retribution and Requital: Investigating Customer Retaliation”, Journal of Business Research, Vol. 62, No. 2: 231-238.
  • Gollwitzer, M. (2009), “Justice and Revenge”, Social Psychology of Punishment of Crime, (Eds. M. E. Oswald, S. Bieneck, & J. Hupfeld-Heinemann), Wiley: New Jersey: 137-156.
  • Goodwin, C., & Ross, I. (1990), “Consumer Evaluations of Responses to Complaints: What′ s Fair and Why”, Journal of Consumer Marketing, Vol. 7, No. 2: 39-47.
  • Grégoire, Y., & Fisher, R. J. (2006), “The Effects of Relationship Quality on Customer Retaliation”, Marketing Letters, Vol. 17, No. 1: 31–46.
  • Grégoire, Y., & Fisher, R. J. (2008), “Customer Betrayal and Retaliation: When Your Best Customers Become Your Worst Enemies”, Journal of the Academy of Marketing Science, Vol. 36, No. 2: 247-261.
  • Grégoire, Y., Tripp, T. M., & Legoux, R. (2009), “When Customer Love Turns into Lasting Hate: The Effects of Relationship Strength and Time on Customer Revenge and Avoidance”, Journal of Marketing, Vol. 73, No. 6: 18-32.
  • Grégoire, Y., Laufer, D., & Tripp, T. M. (2010), “A Comprehensive Model of Customer Direct and Indirect Revenge: Understanding the Effects of Perceived Greed and Customer Power”, Journal of the Academy of Marketing Science, Vol. 38, No. 6: 738-758.
  • Gunawan, D. N. (2018), “Analysis of the Effect of Distributive, Procedural, Interactional Fairness towards Demands for Reparation and Retaliatory Behavior through Perceived Betrayal, Moderated by Relationship Quality to the Customer of Indi home in Surabaya”, Universitas Pelita Harapan, Doktora Tezi, Surabaya, Indonesia.
  • Hai-Ming, C., Li-Chi, L., Tao-Sheng, C., & Chen-Ling, F. (2019), “The Effects of Social Responsibility and Hypocrisy on the Relationship among Psychological Contract Violation, Trust and Perceived Betrayal”, International Journal of Conflict Management, Vol. 31, No. 2: 241-261.
  • Homburg, C., Fürst, A., & Koschate, N. (2010), “On the Importance of Complaint Handling Design: A Multi-Level Analysis of the Impact in Specific Complaint Situations”, Journal of the Academy of Marketing Science, Vol. 38, No. 3: 265-287.
  • Huefner, J., & Hunt, H. K. (2000), “Consumer Retaliation as a Response to Dissatisfaction”, Journal of Consumer Satisfaction, Dissatisfaction & Complaining Behavior, Vol. 13, No. 1: 61-82.
  • Ivaturi, K., & Bhagwatwar, A. (2020), “Mapping Sentiments to Themes of Customer Reactions on Social Media during a Security Hack: A Justice Theory Perspective”, Information & Management, Vol. 57, No. 4: 1-13.
  • Jung, N. Y., & Seock, Y. K. (2017), “Effect of Service Recovery on Customers’ Perceived Justice, Satisfaction, and Word-of-Mouth Intentions on Online Shopping Websites”, Journal of Retailing and Consumer Services, Vol. 37: 23-30.
  • Kim, J., & Park, T. (2020), “How Corporate Social Responsibility (CSR) Saves A Company: The Role of Gratitude in Buffering Vindictive Consumer Behavior from Product Failures”, Journal of Business Research, Vol. 117: 461-472.
  • Koehler, J. J., & Gershoff, A. D. (2003), “Betrayal Aversion: When Agents of Protection Become Agents of Harm”, Organizational Behavior and Human Decision Processes, Vol. 90, No. 2: 244-261.
  • Kuo, Y. F., & Wu, C. M. (2012), “Satisfaction and Post-Purchase Intentions with Service Recovery of Online Shopping Websites: Perspectives on Perceived Justice and Emotions”, International Journal of Information Management, Vol. 32, No. 2: 127-138.
  • Kurtuluş, K. (2004), Pazarlama Araştırmaları, İstanbul: Literatür Yayıncılık.
  • Lee, J. S., Pan, S., & Tsai, H. (2013), “Examining Perceived Betrayal, Desire for Revenge and Avoidance, and the Moderating Effect of Relational Benefits”, International Journal of Hospitality Management, Vol. 32: 80-90.
  • Li, Z. (2015), “Does Power Make Us Mean? An Investigation of Empowerment and Revenge Behaviors in the Cyberspace”, University of Miami, Doktora Tezi, Miami, USA.
  • Li, Z. C., & Stacks, D. (2017), “When the Relationship Fail: A Micro perspective on Consumer Responses to Service Failure”, Journal of Public Relations Research, Vol. 29, No. 4: 158-175.
  • Li, C. J., Li, F., Fan, P., & Chen, K. (2020), “Voicing Out or Switching Away? A Psychological Climate Perspective on Customers’ Intentional Responses to Service Failure”, International Journal of Hospitality Management, Vol. 85: 1-13.
  • McCall, C., Steinbeis, N., Ricard, M., & Singer, T. (2014), “Compassion Meditators Show Less Anger, Less Punishment, and More Compensation of Victims in Response to Fairness”, Frontiers in Behavioral Neuroscience, Vol. 8: 1-10.
  • McColl-Kennedy, J. R., & Sparks, B. A. (2003), “Application of Fairness Theory to Service Failures and Service Recovery”, Journal of Service Research, Vol. 5, No. 3: 251-266.
  • McColl-Kennedy, J. R., Patterson, P. G., Smith, A. K., & Brady M. K. (2009), “Customer Rage Episodes: Emotions, Expressions and Behaviors”, Journal of Retailing, Vol. 85, No. 2: 222–237.
  • Mdakane, S., Muhia, A., Rajna, T., & Botha, E. (2012), “Customer Relationship Satisfaction and Revenge Behaviors: Examining the Effects of Power”, African Journal of Business Management, Vol. 6, No. 39: 10445-10457.
  • Obeidat, Z. M., Xiao, S. H., Iyer, G. R., & Nicholson, M. (2017), “Consumer Revenge Using the Internet and Social Media: An Examination of the Role of Service Failure Types and Cognitive Appraisal Processes”, Psychology & Marketing, Vol. 34, No. 4: 496-515.
  • Obeidat, Z. M., AlGharabat, R. S., Alalwan, A. A., Xiao, S. H., Dwivedi, Y. K., & Rana, N. P. (2020), “Narcissism, Interactivity, Community, and Online Revenge Behavior: The Moderating Role of Social Presence among Jordanian Consumers”, Computers in Human Behavior, Vol: 104 No. 106170: 1-15.
  • Osgood, J. M. (2017), “Is Revenge about Retributive Justice, Deterring Harm, or Both?”, Social and Personality Psychology Compass, Vol. 11, No. 1: 1-15.
  • Ramadan, A. G. (2012)., “Exploring Service Recovery and Justice Theory in the Libyan Airline Industry”, University of Gloucestershire, Doktora Tezi, United Kingdom.
  • Roehm, M. L., & Brady, M. K. (2007), “Consumer Responses to Service Failures by High-Equity Brands”, Journal of Consumer Research, Vol. 34, No. 4: 537-545.
  • Schoefer, K. (2008), “The Role of Cognition and Affect in the Formation of Customer Satisfaction Judgements Concerning Service Recovery Encounters”, Journal of Consumer Behavior: An International Research Review, Vol. 7, No. 3: 210-221.
  • Schoefer, K., & Diamantopoulos, A. (2008), “The Role of Emotions in Translating Perceptions of (in) Justice into Post Complaint Behavioral Responses”, Journal of Service Research, Vol. 11, No. 1: 91-103.
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Examining the Relationship between Perception of Justice and Desire for Revenge and Betrayal

Yıl 2022, Cilt 17, Sayı 3, 637 - 663, 01.12.2022
https://doi.org/10.17153/oguiibf.1090993

Öz

Customers who have problems in the product or service delivery of companies have a perception of various negativity due to the problems they face. In the face of this situation, customers perceive injustice and think they are being deceived. This causes them to have a desire for revenge against the firms and even to act with the idea of equalizing the situation by harming them. In this study, the effects of the types of justice on perceived betrayal were examined to determine both how customers who felt a desire for revenge behaved and what kind of revenge behavior the customers exhibited. The sample of the study is constituted of customers aged 18 and over who have a material or moral problem with the product or service they have purchased and directly transmit their complaints to the consumer arbitral tribunal or related companies connected to this problem. Descriptive statistics, reliability analysis, validating factor analysis, and SEM analysis were used in the analysis of the data. As a result of the analyses, it was determined that procedural and interactive justice had an effect on perceived betrayal, perceived betrayal on the desire for revenge, and desire for revenge on customer revenge behavior.

Kaynakça

  • Adams, J. S. (1965), “Inequity in Social Exchange”, In Advances in Experimental Social Psychology, Vol. 2: 267-299.
  • Aquino, K., Tripp, T. M., & Bies, R. J. (2001), “How Employees Respond to Personal Offense: The Effects of Blame Attribution, Victim Status, and Offender Status on Revenge and Reconciliation in The Workplace”, The Journal of Applied Psychology, Vol. 86, No. 1: 52–59.
  • Averill, J. R. (1983), “Studies on Anger and Aggression: Implications for Theories of Emotion”, American Psychologist, Vol. 38, No. 11: 1145–1160.
  • Bechwati, N. N., & Morrin, M. (2003), “Outraged Consumers: Getting Even at The Expense of Getting a Good Deal”, Journal of Consumer Psychology, Vol. 13, No. 4: 440-453.
  • Bies, R. J., & Shapiro, D. L. (1987), “Interactional Fairness Judgments: The Influence of Causal Accounts”, Social Justice Research, Vol. 1, No. 2: 199-218.
  • Bies, R. J., & Tripp, T. M. (1996), “Beyond Distrust: ‘Getting Even’ and The Need for Revenge”, Trust in Organizations: Frontiers of Theory and Research, (Eds. In R. Kramer & T. Tyler), Sage Publications: 246-260.
  • Brashear, T. G., Brooks, C. M., & Boles, J. S. (2004), “Distributive and Procedural Justice in a Sales Force Context: Scale Development and Validation”, Journal of Business Research, Vol. 57, No. 1: 86-93.
  • Caldwell, C., Davis, B., & Devine, J. A. (2009), “Trust, Faith, and Betrayal: Insights from Management for the Wise Believer”, Journal of Business Ethics, Vol. 84, No. 1: 103-114.
  • Carlsmith, K. M., & Darley, J. M. (2008), “Psychological Aspects of Retributive Justice”, Advances in Experimental Social Psychology, Vol. 40: 193-236.
  • Chebat, J. C., & Slusarczyk, W. (2005), “How Emotions Mediate The Effects of Perceived Justice on Loyalty in Service Recovery Situations: An Empirical Study”, Journal of Business Research, Vol. 58 No. 5, 664-673.
  • Cheng, S., Lam, T., & Hsu, C. H. C. (2006), “Negative Word-of-Mouth Communication Intention: An Application of the Theory of Planned Behavior”, Journal of Hospitality & Tourism Research, Vol. 30, No. 1: 95-116.
  • Collier, J. E., & Bienstock, C. C. (2006), “Measuring Service Quality in E-Retailing”, Journal of Service Research, Vol. 8, No. 3: 260-275.
  • Darley, J. M., & Pittman, T. S. (2003), “The Psychology of Compensatory and Retributive Justice”, Personality and Social Psychology Bulletin, Vol. 7, No. 4: 324-336.
  • Ding, M. C., Ho, C. W., & Lii, Y. S. (2015), “Is Corporate Reputation a Double-Edged Sword? Relative Effects of Perceived Justice in Airline Service Recovery”, International Journal of Economics and Business Research, Vol. 10, No. 1: 1-17.
  • Elangovan, A. R., & Shapiro, D. L. (1998), “Betrayal of Trust in Organizations”. Academy of Management Review, Vol. 23, No. 3: 547-566.
  • Ennew, C., & Schoefer, K. (2003), “Service Failure and Service Recovery in Tourism: A Review”, Nottingham: Christel DeHaan Tourism and Travel Research Institute, Nottingham University Business School, Vol. 6: 1-15.
  • FeldmanHall, O., Sokol-Hessner, P., Van Bavel, J. J., & Phelps, E. A. (2014), “Fairness Violations Elicit Greater Punishment on Behalf of Another than for Oneself”, Nature Communications, Vol. 5, No. 1: 1-6.
  • Funches, V., Markley, M., & Davis, L. (2009), “Reprisal, Retribution and Requital: Investigating Customer Retaliation”, Journal of Business Research, Vol. 62, No. 2: 231-238.
  • Gollwitzer, M. (2009), “Justice and Revenge”, Social Psychology of Punishment of Crime, (Eds. M. E. Oswald, S. Bieneck, & J. Hupfeld-Heinemann), Wiley: New Jersey: 137-156.
  • Goodwin, C., & Ross, I. (1990), “Consumer Evaluations of Responses to Complaints: What′ s Fair and Why”, Journal of Consumer Marketing, Vol. 7, No. 2: 39-47.
  • Grégoire, Y., & Fisher, R. J. (2006), “The Effects of Relationship Quality on Customer Retaliation”, Marketing Letters, Vol. 17, No. 1: 31–46.
  • Grégoire, Y., & Fisher, R. J. (2008), “Customer Betrayal and Retaliation: When Your Best Customers Become Your Worst Enemies”, Journal of the Academy of Marketing Science, Vol. 36, No. 2: 247-261.
  • Grégoire, Y., Tripp, T. M., & Legoux, R. (2009), “When Customer Love Turns into Lasting Hate: The Effects of Relationship Strength and Time on Customer Revenge and Avoidance”, Journal of Marketing, Vol. 73, No. 6: 18-32.
  • Grégoire, Y., Laufer, D., & Tripp, T. M. (2010), “A Comprehensive Model of Customer Direct and Indirect Revenge: Understanding the Effects of Perceived Greed and Customer Power”, Journal of the Academy of Marketing Science, Vol. 38, No. 6: 738-758.
  • Gunawan, D. N. (2018), “Analysis of the Effect of Distributive, Procedural, Interactional Fairness towards Demands for Reparation and Retaliatory Behavior through Perceived Betrayal, Moderated by Relationship Quality to the Customer of Indi home in Surabaya”, Universitas Pelita Harapan, Doktora Tezi, Surabaya, Indonesia.
  • Hai-Ming, C., Li-Chi, L., Tao-Sheng, C., & Chen-Ling, F. (2019), “The Effects of Social Responsibility and Hypocrisy on the Relationship among Psychological Contract Violation, Trust and Perceived Betrayal”, International Journal of Conflict Management, Vol. 31, No. 2: 241-261.
  • Homburg, C., Fürst, A., & Koschate, N. (2010), “On the Importance of Complaint Handling Design: A Multi-Level Analysis of the Impact in Specific Complaint Situations”, Journal of the Academy of Marketing Science, Vol. 38, No. 3: 265-287.
  • Huefner, J., & Hunt, H. K. (2000), “Consumer Retaliation as a Response to Dissatisfaction”, Journal of Consumer Satisfaction, Dissatisfaction & Complaining Behavior, Vol. 13, No. 1: 61-82.
  • Ivaturi, K., & Bhagwatwar, A. (2020), “Mapping Sentiments to Themes of Customer Reactions on Social Media during a Security Hack: A Justice Theory Perspective”, Information & Management, Vol. 57, No. 4: 1-13.
  • Jung, N. Y., & Seock, Y. K. (2017), “Effect of Service Recovery on Customers’ Perceived Justice, Satisfaction, and Word-of-Mouth Intentions on Online Shopping Websites”, Journal of Retailing and Consumer Services, Vol. 37: 23-30.
  • Kim, J., & Park, T. (2020), “How Corporate Social Responsibility (CSR) Saves A Company: The Role of Gratitude in Buffering Vindictive Consumer Behavior from Product Failures”, Journal of Business Research, Vol. 117: 461-472.
  • Koehler, J. J., & Gershoff, A. D. (2003), “Betrayal Aversion: When Agents of Protection Become Agents of Harm”, Organizational Behavior and Human Decision Processes, Vol. 90, No. 2: 244-261.
  • Kuo, Y. F., & Wu, C. M. (2012), “Satisfaction and Post-Purchase Intentions with Service Recovery of Online Shopping Websites: Perspectives on Perceived Justice and Emotions”, International Journal of Information Management, Vol. 32, No. 2: 127-138.
  • Kurtuluş, K. (2004), Pazarlama Araştırmaları, İstanbul: Literatür Yayıncılık.
  • Lee, J. S., Pan, S., & Tsai, H. (2013), “Examining Perceived Betrayal, Desire for Revenge and Avoidance, and the Moderating Effect of Relational Benefits”, International Journal of Hospitality Management, Vol. 32: 80-90.
  • Li, Z. (2015), “Does Power Make Us Mean? An Investigation of Empowerment and Revenge Behaviors in the Cyberspace”, University of Miami, Doktora Tezi, Miami, USA.
  • Li, Z. C., & Stacks, D. (2017), “When the Relationship Fail: A Micro perspective on Consumer Responses to Service Failure”, Journal of Public Relations Research, Vol. 29, No. 4: 158-175.
  • Li, C. J., Li, F., Fan, P., & Chen, K. (2020), “Voicing Out or Switching Away? A Psychological Climate Perspective on Customers’ Intentional Responses to Service Failure”, International Journal of Hospitality Management, Vol. 85: 1-13.
  • McCall, C., Steinbeis, N., Ricard, M., & Singer, T. (2014), “Compassion Meditators Show Less Anger, Less Punishment, and More Compensation of Victims in Response to Fairness”, Frontiers in Behavioral Neuroscience, Vol. 8: 1-10.
  • McColl-Kennedy, J. R., & Sparks, B. A. (2003), “Application of Fairness Theory to Service Failures and Service Recovery”, Journal of Service Research, Vol. 5, No. 3: 251-266.
  • McColl-Kennedy, J. R., Patterson, P. G., Smith, A. K., & Brady M. K. (2009), “Customer Rage Episodes: Emotions, Expressions and Behaviors”, Journal of Retailing, Vol. 85, No. 2: 222–237.
  • Mdakane, S., Muhia, A., Rajna, T., & Botha, E. (2012), “Customer Relationship Satisfaction and Revenge Behaviors: Examining the Effects of Power”, African Journal of Business Management, Vol. 6, No. 39: 10445-10457.
  • Obeidat, Z. M., Xiao, S. H., Iyer, G. R., & Nicholson, M. (2017), “Consumer Revenge Using the Internet and Social Media: An Examination of the Role of Service Failure Types and Cognitive Appraisal Processes”, Psychology & Marketing, Vol. 34, No. 4: 496-515.
  • Obeidat, Z. M., AlGharabat, R. S., Alalwan, A. A., Xiao, S. H., Dwivedi, Y. K., & Rana, N. P. (2020), “Narcissism, Interactivity, Community, and Online Revenge Behavior: The Moderating Role of Social Presence among Jordanian Consumers”, Computers in Human Behavior, Vol: 104 No. 106170: 1-15.
  • Osgood, J. M. (2017), “Is Revenge about Retributive Justice, Deterring Harm, or Both?”, Social and Personality Psychology Compass, Vol. 11, No. 1: 1-15.
  • Ramadan, A. G. (2012)., “Exploring Service Recovery and Justice Theory in the Libyan Airline Industry”, University of Gloucestershire, Doktora Tezi, United Kingdom.
  • Roehm, M. L., & Brady, M. K. (2007), “Consumer Responses to Service Failures by High-Equity Brands”, Journal of Consumer Research, Vol. 34, No. 4: 537-545.
  • Schoefer, K. (2008), “The Role of Cognition and Affect in the Formation of Customer Satisfaction Judgements Concerning Service Recovery Encounters”, Journal of Consumer Behavior: An International Research Review, Vol. 7, No. 3: 210-221.
  • Schoefer, K., & Diamantopoulos, A. (2008), “The Role of Emotions in Translating Perceptions of (in) Justice into Post Complaint Behavioral Responses”, Journal of Service Research, Vol. 11, No. 1: 91-103.
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Ayrıntılar

Birincil Dil Türkçe
Konular Sosyal
Bölüm Makaleler
Yazarlar

Oğuz Han AYKUT> (Sorumlu Yazar)
ERZİNCAN BİNALİ YILDIRIM ÜNİVERSİTESİ
0000-0002-3243-9881
Türkiye


Aysel ERCİŞ>
ATATÜRK ÜNİVERSİTESİ
0000-0002-9835-8574
Türkiye

Yayımlanma Tarihi 1 Aralık 2022
Gönderilme Tarihi 21 Mart 2022
Kabul Tarihi 23 Haziran 2022
Yayınlandığı Sayı Yıl 2022, Cilt 17, Sayı 3

Kaynak Göster

APA Aykut, O. H. & Erciş, A. (2022). Adalet Algısı ile İntikam Arzusu ve İhanet İlişkisinin İncelenmesi . Eskişehir Osmangazi Üniversitesi İktisadi ve İdari Bilimler Dergisi , 17 (3) , 637-663 . DOI: 10.17153/oguiibf.1090993