___

• Aderka, I. M., Hofmann, S. G., Nickerson, A., Hermesh, H., Gilboa-Schechtman, E., & Marom, S. (2012). Functional impairment in social anxiety disorder. Journal of Anxiety Disorders, 26(3), 393–400. https://doi.org/10.1016/j.janxdis.2012.01.003
• Albrecht, A. K., Walsh, G., & Beatty, S. E. (2017). Perceptions of group versus individual service failures and their effects on customer outcomes: The role of attributions and customer entitlement. Journal of Service Research, 20(2), 188–203. https://doi.org/10.1177/1094670516675416
• Andreasen, A. R. (1983). Consumer satisfaction in loose monopolies: The case of medical care. Journal of Public Policy & Marketing, 2(1), 122-135. https://doi.org/10.1177/074391568300200110
• Ashill, N. J., Carruthers, J., & Krisjanous, J. (2005). Antecedents and outcomes of service recovery performance in a public health‐care environment. Journal of Services Marketing, 19(5), 293–308. https://doi.org/10.1108/08876040510609916
• Baker, S. L., Heinrichs, N., Kim, H.-J., & Hofmann, S. G. (2002). The Liebowitz social anxiety scale as a self-report instrument: A preliminary psychometric analysis. Behaviour Research and Therapy, 40(6), 701–715. https://doi.org/10.1016/S0005-7967(01)00060-2
• Barakat, L. L., Ramsey, J. R., Lorenz, M. P., & Gosling, M. (2015). Severe service failure recovery revisited: Evidence of its determinants in an emerging market context. International Journal of Research in Marketing, 32(1), 113–116. https://doi.org/10.1016/j.ijresmar.2014.10.001
• Bearden, W. O., & Teel, J. E. (1983). Selected determinants of consumer satisfaction and complaint reports. Journal of Marketing Research, 20(1), 21–28. https://doi.org/10.2307/3151408
• Beugre, C.,& Viswanathan, N. K. (2006). Perceptions of fairness and customer satisfaction following service failure and recovery. In S. Gonzalez & D. Luna (Eds.), LA - Latin American Advances in Consumer Research (Vol 1, pp. 10–14). Association for Consumer Research. https://www.acrwebsite.org/volumes/1000001/la/v1/LA-01
• Bhandari, S. M., & Polonsky, M. J. (2007). An empirical investigation of the effect of interaction justice perception on consumer intentions after complaining. Journal of Business Systems, Governance and Ethics, 2(1), 11–20. https://doi.org/10.15209/jbsge.v2i1.95
• Blodgett, J. G., Hill, D. J., & Tax, S. S. (1997). The effects of distributive, procedural, and interactional justice on postcomplaint behavior. Journal of Retailing, 73(2), 185–210. https://doi.org/10.1016/S0022-4359(97)90003-8
• Bougie, R., Pieters, R., & Zeelenberg, M. (2003). Angry customers don’t come back, they get back: The experience and behavioral implications of anger and dissatisfaction in services. Journal of the Academy of Marketing Science, 31(4), 377–393. https://doi.org/10.1177/0092070303254412
• Caballo, V. E., Salazar, I. C., Irurtia, M. J., Arias, B., & Hofmann, S. G. (2010). Measuring social anxiety in 11 countries: Development and validation of the Social Anxiety Questionnaire for Adults. European Journal of Psychological Assessment, 26, 95–107. https://doi.org/10.1027/1015-5759/a000014
• Caballo, V. E., Salazar, I. C., Arias, V., Hofmann, S. G., & Curtiss, J. (2019). Psychometric properties of the Liebowitz Social Anxiety Scale in a large cross-cultural Spanish and Portuguese speaking sample. Revista Brasileira de Psiquiatria, 41(2), 122–130. https://doi.org/10.1590/1516-4446-2018-0006
• Cavanaugh, A. M., & Buehler, C. (2016). Adolescent loneliness and social anxiety: The role of multiple sources of support. Journal of Social and Personal Relationships, 33(2), 149–170. https://doi.org/10.1177/0265407514567837
• Chen, P., & Kim, Y. G. (2019). Role of the perceived justice of service recovery: A comparison of first-time and repeat visitors. Tourism and Hospitality Research, 19(1), 98–111. https://doi.org/10.1177/1467358417704885
• Chih, W.-H., Wang, K.-Y., Hsu, L.-C., & Cheng, I.-S. (2012). From disconfirmation to switching: An empirical investigation of switching intentions after service failure and recovery. The Service Industries Journal, 32(8), 1305–1321. https://doi.org/10.1080/02642069.2010.531267
• Chiu, C.-M., Lin, H.-Y., Sun, S.-Y., & Hsu, M.-H. (2009). Understanding customers’ loyalty intentions towards online shopping: An integration of technology acceptance model and fairness theory. Behaviour & Information Technology, 28(4), 347–360. https://doi.org/10.1080/01449290801892492
• Cohen, J. (1988). Statistical power analysis for the behavioral sciences (2nd. ed.). Lawrence Erlbaum Associates.
• Costers, A., Van Vaerenbergh, Y., & Van den Broeck, A. (2019). How to boost frontline employee service recovery performance: The role of cultural intelligence. Service Business,13(3), 581–602. https://doi.org/10.1007/s11628-019-00396-3
• Das, S., Mishra, A., & Cyr, D. (2019). Opportunity gone in a flash: Measurement of e-commerce service failure and justice with recovery as a source of e-loyalty. Decision Support Systems, 125, 113130. https://doi.org/10.1016/j.dss.2019.113130
• Davila, J., & Beck, J. G. (2002). Is social anxiety associated with impairment in close relationships? A preliminary investigation. Behavior Therapy, 33(3), 427–446. https://doi.org/10.1016/S0005-7894(02)80037-5
• Davidow, M. (2003). Have you heard the word? The effect of word of mouth on perceived justice, satisfaction and repurchase intentions following complaint handling. Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 16, 67–80. https://jcsdcb.com/index.php/JCSDCB/article/view/76
• Deloitte (2020). Covid-19 etkisinde restoran sektörünün bugünü ve geleceği. https://www2.deloitte.com/tr/tr/pages/consumer-business/articles/COVID-19-etkisinde-restoran-sektorunun-bugunu-ve-gelecegi.html
• de Matos, A. C., Fernandes, D. V. der H., Leis, R. P., & Trez, G. (2011). A Cross-Cultural Investigation of Customer Reactions to Service Failure and Recovery. Journal of International Consumer Marketing, 23(3–4), 211–228. https://doi.org/10.1080/08961530.2011.578058
• de Matos, A. C., Vargas Rossi, C. A., Teixeira Veiga, R., & Afonso Vieira, V. (2009). Consumer reaction to service failure and recovery: The moderating role of attitude toward complaining. Journal of Services Marketing, 23(7), 462–475. https://doi.org/10.1108/08876040910995257
• de Matos, A. C., Vieira, V. A., & Teixeira Veiga, R. (2012). Behavioural responses to service encounter involving failure and recovery: The influence of contextual factors. The Service Industries Journal, 32(14), 2203–2217. https://doi.org/10.1080/02642069.2011.582497
• del Río-Lanza, A. B., Vázquez-Casielles, R., & Díaz-Martín, A. M. (2009). Satisfaction with service recovery: Perceived justice and emotional responses. Journal of Business Research, 62(8), 775–781. https://doi.org/10.1016/j.jbusres.2008.09.015
• DeWitt, T., & Brady, M. K. (2003). Rethinking service recovery strategies: The effect of rapport on consumer responses to service failure. Journal of Service Research, 6(2), 193–207. https://doi.org/10.1177/1094670503257048
• DeWitt, T., Nguyen, D. T., & Marshall, R. (2008). Exploring customer loyalty following service recovery: The mediating effects of trust and emotions. Journal of Service Research, 10(3), 269–281. https://doi.org/10.1177/1094670507310767
• 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, 10(1), 1–17.
• Doğrul, Ü., & Yağcı, M. İ. (2015). Hizmet başarısızlığı sonrası hizmet iyileştirme süreci ve tüketicilerin hizmet adaleti algısı. Ç.Ü. Sosyal Bilimler Enstitüsü Dergisi, 24(1), 131–144.
• Ekiz, H. E., & Araslı, H. (2007). Measuring the impacts of organizational responses: Case of Northern Cyprus hotels. Managing Global Transitions, 5(3), 271–287.
• Ekiz, H. E., Araslı, H., Farivarsadri, G., & Bavik, A. (2008). Algılanan adalet kavramı perspektifinde etkin şikâyet yönetimi: KKTC üniversiteleri üzerine bir araştırma. Sosyal Bilimler Dergisi, 19, 43–57.
• Fan, Y. W., Wu, C. C. & Wu, W. T. (2010, July 07–10). Online retailing service failure recovery and customer loyalty. International Conference on Innovation and Management. Malaysia.
• Fenigstein, A., Scheier, M. F., & Buss, A. H. (1975). Public and private self-consciousness: Assessment and theory. Journal of Consulting and Clinical Psychology, 43(4), 522–527.
• Fornell, C., & Wernerfelt, B. (1987). Defensive marketing strategy by customer complaint management: A theoretical analysis. Journal of Marketing Research, 24(4), 337–346. https://doi.org/10.1177/002224378702400401
• Forni dos Santos, L., Loureiro, S. R., Crippa, J. A. d. S., & Osório, F. d. L. (2013). Psychometric validation study of the Liebowitz Social Anxiety Scale- Self-Reported version for Brazilian Portuguese. PloS One, 8(7), 1–7. https://doi.org/10.1371/journal.pone.0070235
• Fresco, D. M., Coles, M. E., Heimberg, R. G., Liebowitz, M. R., Hami, S., Stein, M. B., & Goetz, D. (2001). The Liebowitz social anxiety scale: A comparison of the psychometric properties of self-report and clinician-administered formats. Psychological Medicine, 31(6), 1025–1035.
• Garcia-Lopez, J. L., Olivares, J., Hidalgo, M. D., Beidel, D. C., & Turner, S. M. (2001). Psychometric properties of the social phobia and anxiety inventory, the social anxiety scale for adolescents, the fear of negative evaluation scale, and the social avoidance and distress scale in an adolescent Spanish-speaking sample. Journal of Psychopathology and Behavioral Assessment, 23(1), 51–59.
• Garson, G. D. (2016). Partial least squares: Regression & structural equation models. Statistical Associates Blue Book Series.
• Gautam, V. (2011). Investigating the moderating role of corporate image in the relationship between perceived justice and recovery satisfaction: Evidence from Indian aviation ındustry. International Review of Management and Marketing, 1(4), 74–85.
• Gelbrich, K., & Roschk, H. (2011). A meta-analysis of organizational complaint handling and customer responses. Journal of Service Research, 14(1), 24–43.
• Goodwin, C., & Ross, I. (1990). Consumer evaluations of responses to complaints: What’s fair and why. The Journal of Consumer Marketing, 7(2), 39–47.
• Götz, O., Liehr-Gobbers, K., & Krafft, M. (2010). Evaluation of structural equation models using the partial least squares (PLS) approach. Handbook of Partial Least Squares, Springer, 691–711.
• Greenberg, J. (1987). Reactions to procedural injustice in payment distributions: Do the means justify the ends? Journal of Applied Psychology, 72(1), 55–61. https://doi.org/10.1037/0021-9010.72.1.55
• Guchait, P., Han, R., Wang, X., Abbott, J., & Liu, Y. (2019). Examining stealing thunder as a new service recovery strategy: Impact on customer loyalty. International Journal of Contemporary Hospitality Management, 31(2), 931–952. https://doi.org/10.1108/IJCHM-02-2018-0127
• Gyung Kim, M., Wang, C., & Mattila, A. S. (2010). The relationship between consumer complaining behavior and service recovery: An integrative review. International Journal of Contemporary Hospitality Management, 22(7), 975–991. https://doi.org/10.1108/09596111011066635
• Hair, F. J., Hult, T. M., Ringle, C. M., & Sarstedt, M. (2017). A primer on partial least squares structural equation modeling (PLS-SEM) (2nd. ed.) SAGE Publications.
• Hair, F. J., Risher, J. J., Sarstedt, M., & Ringle, C. M. (2019). When to use and how to report the results of PLS-SEM. European Business Review, 31(1), 2–24.
• Hair, F. J., Sarstedt, M., Ringle, C. M., & Mena, J. A. (2012). An assessment of the use of partial least squares structural equation modeling in market research. Journal of the Academy of Marketing Science, 40(3), 414–433.
• Halls, G., Cooper, P. J., & Creswell, C. (2015). Social communication deficits: Specific associations with social anxiety disorder. Journal of Affective Disorders, 172, 38–42. https://doi.org/10.1016/j.jad.2014.09.040
• Ho, H. T., Tojib, D. & Khajehzadeh, S. (2017). Speaking up against service unfairness: The role of negative meta-perceptions. Journal of Retailing and Consumer Services, 35, 12–19.
• Hoffman, K. D., & Kelley, S. W. (2000). Perceived justice needs and recovery evaluation: A contingency approach. European Journal of Marketing, 34(3), 418–432.
• Holloway, B. B., Wang, S., & Parish, J. T. (2005). The role of cumulative online purchasing experience in service recovery management. Journal of Interactive Marketing, 19(3), 54–66. https://doi.org/10.1002/dir.20043
• Huang, M. (2011). Re‐examining the effect of service recovery: The moderating role of brand equity. Journal of Services Marketing, 25(7), 509–516. https://doi.org/10.1108/08876041111173633
• Jones, M. A., Reynolds, K. E., Mothersbaugh, D. L., & Beatty, S. E. (2007). The Positive and negative effects of switching costs on relational outcomes. Journal of Service Research, 9(4), 335–355. https://doi.org/10.1177/1094670507299382
• Jin, D., Nicely, A., Fan, A., & Adler, H. (2019). Joint effect of service recovery types and times on customer satisfaction in lodging. Journal of Hospitality and Tourism Management, 38, 149–158. https://doi.org/10.1016/j.jhtm.2019.01.005
• Karatepe, O. M. (2006). Customer complaints and organizational responses: The effects of complainants’ perceptions of justice on satisfaction and loyalty. International Journal of Hospitality Management, 25(1), 69–90. https://doi.org/10.1016/j.ijhm.2004.12.008
• Kashdan, T. B., Farmer, A. S., Adams, L. M., Ferssizidis, P., McKnight, P. E., & Nezlek, J. B. (2013). Distinguishing healthy adults from people with social anxiety disorder: Evidence for the value of experiential avoidance and positive emotions in everyday social interactions. Journal of Abnormal Psychology, 122, 645–655. https://doi.org/10.1037/a0032733
• Kau, A., & Wan‐Yiun Loh, E. (2006). The effects of service recovery on consumer satisfaction: A comparison between complainants and non‐complainants. Journal of Services Marketing, 20(2), 101–111. https://doi.org/10.1108/08876040610657039
• Keaveney, S. M. (1995). Customer switching behavior in service industries: An exploratory study. Journal of Marketing, 59(2), 71–82. https://doi.org/10.1177/002224299505900206
• Kim, T. T., Jung‐Eun Yoo, J., & Lee, G. (2012). Post‐recovery customer relationships and customer partnerships in a restaurant setting. International Journal of Contemporary Hospitality Management, 24(3), 381–401. https://doi.org/10.1108/09596111211217879
• Kim, T. T., Kim, W. G., & Kim, H.-B. (2009). The effects of perceived justice on recovery satisfaction, trust, word-of-mouth, and revisit intention in upscale hotels. Tourism Management, 30(1), 51–62. https://doi.org/10.1016/j.tourman.2008.04.003
• Koc, E. (2019). Service failures and recovery in hospitality and tourism: A review of literature and recommendations for future research. Journal of Hospitality Marketing & Management, 28(5), 513–537. https://doi.org/10.1080/19368623.2019.1537139
• Koç, E., Yılmaz, Ö., & Boz, H. (2020). Service recovery paradox in restraint cultures: An implementation in tourism sector. Journal of Empirical Economics and Social Sciences, 2(1), 82–91. https://dergipark.org.tr/en/download/article-file/1043222
• Lewis, B. R., & Spyrakopoulos, S. (2001). Service failures and recovery in retail banking: The customers’ perspective. International Journal of Bank Marketing, 19(1), 37–48. https://doi.org/10.1108/02652320110366481
• Liebowitz, M. R., Gorman, J. M., Fyer, A. J., & Klein, D. F. (1985). Social phobia: Review of a neglected anxiety disorder. Archives of General Psychiatry, 42(7), 729–736. https://doi.org/10.1001/archpsyc.1985.01790300097013
• Lin, H., Wang, Y., & Chang, L. (2011). Consumer responses to online retailer’s service recovery after a service failure: A perspective of justice theory. Managing Service Quality: An International Journal, 21(5), 511–534. https://doi.org/10.1108/09604521111159807
• Lin, H.-H., Yen, W.-C., Wang, Y.-S., & Yeh, Y.-M. (2018). Investigating consumer responses to online group buying service failures: The moderating effects of seller offering type. Internet Research, 28(4), 965–987. https://doi.org/10.1108/IntR-07-2017-0285
• Liu, B. S.-C., Furrer, O., & Sudharshan, D. (2001). The relationships between culture and behavioral intentions toward services. Journal of Service Research, 4(2), 118–129. https://doi.org/10.1177/109467050142004
• López-Pina, J. A., Olivares, J., & Sánchez-García, R. (2008). Rasch modeling of the Spanish self-report version of the Liebowitz Social Anxiety Scale for Children and Adolescents (LSAS-CA-SR). International Journal of Clinical and Health Psychology, 8(1), 233–245. http://aepc.es/ijchp/articulos_pdf/ijchp-275.pdf
• Mattila, A. S. (2006). The power of explanations in mitigating the IIl‐effects of service failures. Journal of Services Marketing, 20(7), 422–428. https://doi.org/10.1108/08876040610704856
• Mattila, A. S., & Patterson, P. G. (2004). Service recovery and fairness perceptions in collectivist and individualist contexts. Journal of Service Research, 6(4), 336–346. https://doi.org/10.1177/1094670503262947
• Maxham, J. G., & Netemeyer, R. G. (2002). Modeling customer perceptions of complaint handling over time: The effects of perceived justice on satisfaction and intent. Journal of Retailing, 78(4), 239–252. https://doi.org/10.1016/S0022-4359(02)00100-8
• Maxham, J. G., & Netemeyer, R. G. (2003). Firms reap what they sow: The effects of shared values and perceived organizational justice on customers’ evaluations of complaint handling. Journal of Marketing, 67(1), 46–62. https://doi.org/10.1509/jmkg.67.1.46.18591
• McCollough, M. A. (2000). The effect of perceived justice and attributions regarding service failure and recovery on post-recovery customer satisfaction and service quality attitudes. Journal of Hospitality & Tourism Research, 24(4), 423–447. https://doi.org/10.1177/109634800002400402
• McCollough, M. A., Berry, L. L., & Yadav, M. S. (2000). An empirical investigation of customer satisfaction after service failure and recovery. Journal of Service Research, 3(2), 121–137. https://doi.org/10.1177/109467050032002
• Migacz, S. J., Zou, S. (Sharon), & Petrick, J. F. (2018). The “terminal” effects of service failure on airlines: Examining service recovery with justice theory. Journal of Travel Research, 57(1), 83–98. https://doi.org/10.1177/0047287516684979
• Muhammad, L. & Gul-E-Rana. (2020). Mediating role of customer forgiveness between perceived justice and satisfaction. Journal of Retailing and Consumer Services, 52, Art. 101886. https://doi.org/10.1016/j.jretconser.2019.101886
• Nikbin, D., Ismail, I., Marimuthu, M., & Jalalkamali, M. (2010). Perceived justice in service recovery and recovery satisfaction: The moderating role of corporate image. International Journal of Marketing Studies, 2(2), 47–56.
• Nikbin, D., Ismail, I., Marimuthu, M., & Armesh, H. (2012). Perceived justice in service recovery and switching intention: Evidence from Malaysian mobile telecommunication industry. Management Research Review, 35(3), 309–325.
• Nikbin, D., Marimuthu, M., Hyun, S. S., & Ismail, I. (2015). Relationships of perceived justice to service recovery, service failure attributions, recovery satisfaction, and loyalty in the context of airline travelers. Asia Pacific Journal of Tourism Research, 20(3), 239–262.
• Nikbin, D., Tabavar, A. A., & Jalalkamali, M. (2012). Service recovery in marketing education: Evidence from a developing country. Marketing Management, 42, 6250–6256.
• Oh, H., & Pizam, A. (2008). Handbook of hospitality marketing management (1st. ed.). Elsevier.
• Ok, C., Back, K. J., & Shanklin, C. W. (2005). Modeling roles of service recovery strategy: A relationship-focused view. Journal of Hospitality& Tourism Research, 29(4), 484–507. https://doi.org/10.1177/1096348005276935
• Ok, C., Shanklin, C. W., & Back, K. -J. (2008). Generalizing survey results from student samples: Implications from service recovery research. Journal of Quality Assurance in Hospitality & Tourism, 8(4), 1–23. https://doi.org/10.1080/15280080802103037
• Oly Ndubisi, N., & Yin Ling, T. (2006). Complaint behaviour of Malaysian consumers. Management Research News, 29(1/2), 65–76. https://doi.org/10.1108/01409170610645457
• Orsingher, C., Valentini, S., & de Angelis, M. (2010). A meta-analysis of satisfaction with complaint handling in services. Journal of the Academy of Marketing Science, 38(2), 169–186. https://doi.org/10.1007/s11747-009-0155-z
• Pai, F.-Y. (2015). The effects of perceived justice and experience on service recovery satisfaction and post-purchase behaviours in the airline industry. International Journal of Services and Operations Management, 21(2), 175–186. https://doi.org/10.1504/IJSOM.2015.069378
• Patterson, P. G., Cowley, E., & Prasongsukarn, K. (2006). Service failure recovery: The moderating impact of individual-level cultural value orientation on perceptions of justice. International Journal of Research in Marketing, 23(3), 263–277. https://doi.org/10.1016/j.ijresmar.2006.02.004
• Payments ense (2020). Restaurant insights 2020: The inside story on eating out (Annual Market Report). https://www.paymentsense.com/media/2069/restaurant-insights-2020-paymentsense.pdf
• Rapee, M. R., & Heimberg, R. G. (1997). A cognitive-behavioral model of anxiety in social phobia. Behaviour Research and Therapy, 35(8), 741–756. https://doi.org/10.1016/S0005-7967(97)00022-3
• Rezaei, S. (2015). Segmenting consumer decision-making styles (CDMS) toward marketing practice: A partial least squares (PLS) path modeling approach. Journal of Retailing and Consumer Services, 22, 1–15. https://doi.org/10.1016/j.jretconser.2014.09.001
• Roschk, H. & Gelbrich, K. (2017). Compensation Revisited: A Social Resource Theory Perspective on Offering a Monetary Rescue After a Service Failure. Journal of Service Research, 20(4), 393–408.
• Santos, C. P. dos, & Fernandes, D. V. der H. (2008). Antecedents and consequences of consumer trust in the context of service recovery. BAR - Brazilian Administration Review, 5, 225–244. https://doi.org/10.1590/S1807-76922008000300005
• Sarstedt, M., Wilczynski, P., & Melewar, T. C. (2013). Measuring reputation in global markets—A comparison of reputation measures’ convergent and criterion validities. Journal of World Business, 48(3), 329–339. https://doi.org/10.1016/j.jwb.2012.07.017
• Sarstedt, M., Ringle, C. M., & Hair, J. F. (2017). Partial least squares structural equation modeling. In C. Homburg, M. Klarmann, & A. Vomberg (Eds.), Handbook of Market Research (pp. 1–40). Springer International Publishing. https://doi.org/10.1007/978-3-319-05542-8_15-1
• Schoefer, K. (2008). The role of cognition and affect in the formation of customer satisfaction judgements concerning service recovery encounters. Journal of Consumer Behaviour, 7(3), 210–221. https://doi.org/10.1002/cb.246
• Schoefer, K., Wäppling, A., Heirati, N., & Blut, M. (2019). The moderating effect of cultural value orientations on behavioral responses to dissatisfactory service experiences. Journal of Retailing and Consumer Services, 48, 247–256. https://doi.org/10.1016/j.jretconser.2019.02.009
• Schreiber, F., Heimlich, C., Schweitzer, C., & Stangier, U. (2015). Cognitive therapy for social anxiety disorder: The impact of the “self-focused attention and safety behaviours experiment” on the course of treatment. Behavioural and Cognitive Psychotherapy, 43(2), 158–166. https://doi.org/10.1017/S1352465813000672
• Severt, D. E., & Rompf, P. D. (2006). Consumers’ perceptions of fairness and the resultant effect on customer satisfaction. Journal of Hospitality & Leisure Marketing, 15(1), 101–121. https://doi.org/10.1300/J150v15n01_07
• Shapiro, T., Nieman-Gonder, J. M., Andreoli, N. A., & Trimarco-Beta, D. (2006). An experimental investigation of justice-based service recovery on customer satisfaction, loyalty, and word-of-mouth intentions. Psychological Reports, 99(3), 864–878. https://doi.org/10.2466/PR0.99.3.864-878
• Sindhav, B., Holland, J., Rodie, A. R., Adidam, P. T., & Pol, L. G. (2006). The impact of perceived fairness on satisfaction: Are airport security measures fair? Does it matter? Journal of Marketing Theory and Practice, 14(4), 323–335. http://www.jstor.org/stable/40470906
• Singh, J. (1988). Consumer complaint intentions and behavior: Definitional and taxonomical issues. Journal of Marketing, 52(1), 93–107. https://doi.org/10.1177/002224298805200108
• Smith, A. K., Bolton, R. N., & Wagner, J. (1999). A model of customer satisfaction with service encounters involving failure and recovery. Journal of Marketing Research, 36(3), 356–372. https://doi.org/10.2307/3152082
• Sugathan, P., Rossmann, A., & Ranjan, K. R. (2018). Toward a conceptualization of perceived complaint handling quality in social media and traditional service channels. European Journal of Marketing, 52(5/6), 973–1006. https://doi.org/10.1108/EJM-04-2016-0228
• Tax, S. S., Brown, S. W., & Chandrashekaran, M. (1998). Customer evaluations of service complaint experiences: Implications for relationship marketing. Journal of Marketing, 62(2), 60–76. https://doi.org/10.1177/002224299806200205
• Toasttab (2020). Word-of-mouth marketing: How to get people talking. https://pos.toasttab.com/blog/on-the-line/word-of-mouth-marketing
• Tsao, W.-C. (2018). Star power: The effect of star rating on service recovery in the hotel industry. International Journal of Contemporary Hospitality Management, 30(2), 1092–1111. https://doi.org/10.1108/IJCHM-05-2016-0247
• Vázquez-Casielles, R., Suárez Álvarez, L., & Díaz Martín, A. M. (2010). Perceived justice of service recovery strategies: Impact on customer satisfaction and quality relationship. Psychology & Marketing, 27(5), 487–509. https://doi.org/10.1002/mar.20340
• Voorhees, C. M., & Brady, M. K. (2005). A service perspective on the drivers of complaint intentions. Journal of Service Research, 8(2), 192–204. https://doi.org/10.1177/1094670505279702
• Voorhees, C. M., Brady, M. K., Calantone, R., & Ramirez, E. (2016). Discriminant validity testing in marketing: An analysis, causes for concern, and proposed remedies. Journal of the Academy of Marketing Science, 44(1), 119–134. https://doi.org/10.1007/s11747-015-0455-4
• Wallin Andreassen, T. (2000). Antecedents to satisfaction with service recovery. European Journal of Marketing, 34(1/2), 156–175. https://doi.org/10.1108/03090560010306269
• Weun, S., Beatty, S. E., & Jones, M. A. (2004). The impact of service failure severity on service recovery evaluations and post-recovery relationships. Journal of Services Marketing, 18(2), 133–146. https://doi.org/10.1108/08876040410528737
• Wirtz, J., & Mattila, A. S. (2004). Consumer responses to compensation, speed of recovery and apology after a service failure. International Journal of Service Industry Management, 15(2), 150–166. https://doi.org/10.1108/09564230410532484
• Yim, C. K. B., Gu, F. F., Chan, W. K., & Tse, D. K. (2003). Justice-based service recovery expectations: Measurement and antecedents. Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 16, 36–52. https://jcsdcb.com/index.php/JCSDCB/article/view/74
• Zeelenberg, M., & Pieters, R. (1999). Comparing service delivery to what might have been: Behavioral responses to regret and disappointment. Journal of Service Research, 2(1), 86–97. https://doi.org/10.1177/109467059921007
• Zemke, R., & Bell, C. (1990). Service recovery: Doing it right the second time. Training, 27(6), 42–48.