Browsing Brage INN by Author "Keyser, Arne"
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Justice (is not the same) for all: The role of relationship activity for post-recovery outcomes
Arsenovic, Jasenko; Keyser, Arne; Edvardsson, Bo Åke; Tronvoll, Bård; Gruber, Thorsten (Journal article, 2021-06-01)Despite the widespread adoption of the justice framework in service recovery literature, research findings vary as to what dimension - distributive, interactional, procedural - is most important. This paper contributes to ...