{"id":"https://openalex.org/W4317513601","doi":"https://doi.org/10.1108/jcm-06-2020-3904","title":"The effects of brand relationships on justice perceptions in service recovery","display_name":"The effects of brand relationships on justice perceptions in service recovery","publication_year":2023,"publication_date":"2023-01-19","ids":{"openalex":"https://openalex.org/W4317513601","doi":"https://doi.org/10.1108/jcm-06-2020-3904"},"language":"en","primary_location":{"id":"doi:10.1108/jcm-06-2020-3904","doi":"https://doi.org/10.1108/jcm-06-2020-3904","is_oa":false,"landing_page_url":"https://doi.org/10.1108/jcm-06-2020-3904","pdf_url":null,"source":{"id":"https://openalex.org/S165789823","display_name":"Journal of Consumer Marketing","issn_l":"0736-3761","issn":["0736-3761","2052-1200"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["abdc-a","anvur-class-a","anvur-scientific","cwts-core","fnege-4","jufo-1","norway-1","poland-70","russia-white-list-1"],"host_organization":"https://openalex.org/P4310319811","host_organization_name":"Emerald Publishing Limited","host_organization_lineage":["https://openalex.org/P4310319811"],"host_organization_lineage_names":["Emerald Publishing Limited"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Journal of Consumer Marketing","raw_type":"journal-article"},"volume":null,"type":"article","indexed_in":["crossref"],"open_access":{"is_oa":false,"oa_status":"closed","oa_url":null,"any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5056457694","display_name":"Cid Gon\u00e7alves Filho","orcid":"https://orcid.org/0000-0002-2454-9546","observed_orcids":["https://orcid.org/0000-0002-2454-9546"]},"institutions":[{"id":"https://openalex.org/I1292114621","display_name":"Universidade Funda\u00e7\u00e3o Mineira de Educa\u00e7\u00e3o e Cultura","ror":"https://ror.org/013pajk64","country_code":"BR","type":"education","lineage":["https://openalex.org/I1292114621"]}],"countries":["BR"],"is_corresponding":false,"raw_author_name":"Cid Gon\u00e7alves Filho","raw_affiliation_strings":["Department of Business, Fumec University, Belo Horizonte, Brazil"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Department of Business, Fumec University, Belo Horizonte, Brazil","institution_ids":["https://openalex.org/I1292114621"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5070711370","display_name":"Kip Kiefer","orcid":"https://orcid.org/0000-0001-5522-2979","observed_orcids":["https://orcid.org/0000-0001-5522-2979"]},"institutions":[{"id":"https://openalex.org/I90840245","display_name":"Rollins College","ror":"https://ror.org/009vh5d61","country_code":"US","type":"education","lineage":["https://openalex.org/I90840245"]}],"countries":["US"],"is_corresponding":false,"raw_author_name":"Kip Kiefer","raw_affiliation_strings":["Department of Business, Rollins College, Winter Park, Florida, USA"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Department of Business, Rollins College, Winter Park, Florida, USA","institution_ids":["https://openalex.org/I90840245"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5089889796","display_name":"Marc Fetscherin","orcid":"https://orcid.org/0000-0002-1547-0473","observed_orcids":["https://orcid.org/0000-0002-1547-0473"]},"institutions":[{"id":"https://openalex.org/I90840245","display_name":"Rollins College","ror":"https://ror.org/009vh5d61","country_code":"US","type":"education","lineage":["https://openalex.org/I90840245"]}],"countries":["US"],"is_corresponding":false,"raw_author_name":"Marc Fetscherin","raw_affiliation_strings":["Department of Business, Rollins College, Winter Park, Florida, USA"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Department of Business, Rollins College, Winter Park, Florida, USA","institution_ids":["https://openalex.org/I90840245"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5025986568","display_name":"Alexander Blandina","orcid":null,"observed_orcids":[]},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"Alexander Blandina","raw_affiliation_strings":["IRI Market Research, Chicago, Illinois, USA"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"IRI Market Research, Chicago, Illinois, USA","institution_ids":[]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5078965354","display_name":"Marcelo Nacif Rocha","orcid":null,"observed_orcids":[]},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"Marcelo Nacif Rocha","raw_affiliation_strings":["DocuSign, S\u00e3o Paulo, Brazil"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"DocuSign, S\u00e3o Paulo, Brazil","institution_ids":[]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5066781488","display_name":"Pl\u00ednio Rafael Reis Monteiro","orcid":"https://orcid.org/0000-0002-5626-2945","observed_orcids":["https://orcid.org/0000-0002-5626-2945"]},"institutions":[{"id":"https://openalex.org/I110200422","display_name":"Universidade Federal de Minas Gerais","ror":"https://ror.org/0176yjw32","country_code":"BR","type":"education","lineage":["https://openalex.org/I110200422"]}],"countries":["BR"],"is_corresponding":false,"raw_author_name":"Pl\u00ednio Rafael Reis Monteiro","raw_affiliation_strings":["Department of Business, Federal University of Minas Gerais, Belo Horizonte, Brazil"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Department of Business, Federal University of Minas Gerais, Belo Horizonte, Brazil","institution_ids":["https://openalex.org/I110200422"]}]}],"institutions":[],"countries_distinct_count":2,"institutions_distinct_count":3,"corresponding_author_ids":[],"corresponding_institution_ids":[],"apc_list":null,"apc_paid":null,"fwci":5.2154,"has_fulltext":false,"cited_by_count":18,"citation_normalized_percentile":{"value":0.95003815,"is_in_top_1_percent":false,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":93,"max":99},"biblio":{"volume":"40","issue":"3","first_page":"315","last_page":"327"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9990000128746033,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9990000128746033,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10145","display_name":"Consumer Behavior in Brand Consumption and Identification","score":0.0010999999940395355,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T13355","display_name":"Marketing and Advertising Strategies","score":0.0,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/brand-relationship-quality","display_name":"brand relationship quality","score":0.9819999933242798},{"id":"https://openalex.org/keywords/service-recovery","display_name":"service recovery","score":0.7720000147819519},{"id":"https://openalex.org/keywords/perceived-justice","display_name":"perceived justice","score":0.7639999985694885},{"id":"https://openalex.org/keywords/distributive-justice","display_name":"distributive justice","score":0.9869999885559082},{"id":"https://openalex.org/keywords/procedural-justice","display_name":"procedural justice","score":1.0},{"id":"https://openalex.org/keywords/interactional-justice","display_name":"interactional justice","score":0.9950000047683716},{"id":"https://openalex.org/keywords/customer-satisfaction","display_name":"customer satisfaction","score":0.7639999985694885},{"id":"https://openalex.org/keywords/customer-complaint-handling","display_name":"complaint handling","score":0.972000002861023},{"id":"https://openalex.org/keywords/complaint-behavior","display_name":"complaint behavior","score":0.7110000252723694},{"id":"https://openalex.org/keywords/retaliation","display_name":"retaliation","score":0.8339999914169312},{"id":"https://openalex.org/keywords/purchase-intention","display_name":"purchase intention","score":0.996999979019165},{"id":"https://openalex.org/keywords/trust","display_name":"trust","score":0.8240000009536743},{"id":"https://openalex.org/keywords/intimacy","display_name":"intimacy","score":0.9580000042915344},{"id":"https://openalex.org/keywords/self-connection","display_name":"self-connection","score":0.7929999828338623},{"id":"https://openalex.org/keywords/brand-commitment","display_name":"brand commitment","score":0.7409999966621399},{"id":"https://openalex.org/keywords/automotive-service","display_name":"automotive service","score":0.531000018119812}],"concepts":[{"id":"https://openalex.org/C2778412681","wikidata":"https://www.wikidata.org/wiki/Q17142211","display_name":"Interactional justice","level":4,"score":0.8462744951248169},{"id":"https://openalex.org/C2775902765","wikidata":"https://www.wikidata.org/wiki/Q17080186","display_name":"Service recovery","level":4,"score":0.7979353070259094},{"id":"https://openalex.org/C139621336","wikidata":"https://www.wikidata.org/wiki/Q3190382","display_name":"Economic Justice","level":2,"score":0.675089955329895},{"id":"https://openalex.org/C2780129364","wikidata":"https://www.wikidata.org/wiki/Q552284","display_name":"Distributive justice","level":3,"score":0.6748227477073669},{"id":"https://openalex.org/C2779343474","wikidata":"https://www.wikidata.org/wiki/Q3109175","display_name":"Context (archaeology)","level":2,"score":0.6427489519119263},{"id":"https://openalex.org/C26760741","wikidata":"https://www.wikidata.org/wiki/Q160402","display_name":"Perception","level":2,"score":0.6044399738311768},{"id":"https://openalex.org/C71104824","wikidata":"https://www.wikidata.org/wiki/Q1476639","display_name":"Structural equation modeling","level":2,"score":0.5707486867904663},{"id":"https://openalex.org/C2779149496","wikidata":"https://www.wikidata.org/wiki/Q442100","display_name":"Procedural justice","level":3,"score":0.5701712369918823},{"id":"https://openalex.org/C2780838233","wikidata":"https://www.wikidata.org/wiki/Q836925","display_name":"Complaint","level":2,"score":0.567468523979187},{"id":"https://openalex.org/C15744967","wikidata":"https://www.wikidata.org/wiki/Q9418","display_name":"Psychology","level":0,"score":0.5337297320365906},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.5280951857566833},{"id":"https://openalex.org/C191511416","wikidata":"https://www.wikidata.org/wiki/Q999278","display_name":"Customer satisfaction","level":2,"score":0.5087583661079407},{"id":"https://openalex.org/C2776950860","wikidata":"https://www.wikidata.org/wiki/Q2914681","display_name":"Originality","level":3,"score":0.49886083602905273},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.48824456334114075},{"id":"https://openalex.org/C77805123","wikidata":"https://www.wikidata.org/wiki/Q161272","display_name":"Social psychology","level":1,"score":0.4548833668231964},{"id":"https://openalex.org/C2776291640","wikidata":"https://www.wikidata.org/wiki/Q2912517","display_name":"Value (mathematics)","level":2,"score":0.43504273891448975},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.42501479387283325},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.388315349817276},{"id":"https://openalex.org/C162324750","wikidata":"https://www.wikidata.org/wiki/Q8134","display_name":"Economics","level":0,"score":0.10740208625793457},{"id":"https://openalex.org/C17744445","wikidata":"https://www.wikidata.org/wiki/Q36442","display_name":"Political science","level":0,"score":0.08649271726608276},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.062241196632385254},{"id":"https://openalex.org/C11012388","wikidata":"https://www.wikidata.org/wiki/Q170658","display_name":"Creativity","level":2,"score":0.0},{"id":"https://openalex.org/C133425853","wikidata":"https://www.wikidata.org/wiki/Q60571","display_name":"Neoclassical economics","level":1,"score":0.0},{"id":"https://openalex.org/C86803240","wikidata":"https://www.wikidata.org/wiki/Q420","display_name":"Biology","level":0,"score":0.0},{"id":"https://openalex.org/C199539241","wikidata":"https://www.wikidata.org/wiki/Q7748","display_name":"Law","level":1,"score":0.0},{"id":"https://openalex.org/C119857082","wikidata":"https://www.wikidata.org/wiki/Q2539","display_name":"Machine learning","level":1,"score":0.0},{"id":"https://openalex.org/C151730666","wikidata":"https://www.wikidata.org/wiki/Q7205","display_name":"Paleontology","level":1,"score":0.0},{"id":"https://openalex.org/C169760540","wikidata":"https://www.wikidata.org/wiki/Q207011","display_name":"Neuroscience","level":1,"score":0.0}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.1108/jcm-06-2020-3904","doi":"https://doi.org/10.1108/jcm-06-2020-3904","is_oa":false,"landing_page_url":"https://doi.org/10.1108/jcm-06-2020-3904","pdf_url":null,"source":{"id":"https://openalex.org/S165789823","display_name":"Journal of Consumer Marketing","issn_l":"0736-3761","issn":["0736-3761","2052-1200"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["abdc-a","anvur-class-a","anvur-scientific","cwts-core","fnege-4","jufo-1","norway-1","poland-70","russia-white-list-1"],"host_organization":"https://openalex.org/P4310319811","host_organization_name":"Emerald Publishing Limited","host_organization_lineage":["https://openalex.org/P4310319811"],"host_organization_lineage_names":["Emerald Publishing Limited"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Journal of Consumer Marketing","raw_type":"journal-article"}],"best_oa_location":null,"sustainable_development_goals":[{"id":"https://metadata.un.org/sdg/16","score":0.6601999998092651,"display_name":"Peace, justice, and strong institutions"}],"study_designs":[{"id":"https://openalex.org/study-designs/observational-study","display_name":"Observational Study"}],"awards":[],"funders":[],"has_content":{"pdf":false,"grobid_xml":false},"content_urls":null,"referenced_works_count":56,"referenced_works":["https://openalex.org/W145630097","https://openalex.org/W316786367","https://openalex.org/W879181764","https://openalex.org/W1531387534","https://openalex.org/W1572680973","https://openalex.org/W1660732960","https://openalex.org/W1968612550","https://openalex.org/W1970718009","https://openalex.org/W1972985427","https://openalex.org/W1977633650","https://openalex.org/W1979907230","https://openalex.org/W1983877714","https://openalex.org/W2002509673","https://openalex.org/W2005956583","https://openalex.org/W2010225706","https://openalex.org/W2018063455","https://openalex.org/W2020313440","https://openalex.org/W2032343783","https://openalex.org/W2040384293","https://openalex.org/W2047120429","https://openalex.org/W2051414491","https://openalex.org/W2052849026","https://openalex.org/W2055924939","https://openalex.org/W2065517342","https://openalex.org/W2070662966","https://openalex.org/W2078698249","https://openalex.org/W2085635325","https://openalex.org/W2087984315","https://openalex.org/W2091707196","https://openalex.org/W2096341672","https://openalex.org/W2102680812","https://openalex.org/W2113136459","https://openalex.org/W2134884007","https://openalex.org/W2135322128","https://openalex.org/W2146385426","https://openalex.org/W2163741736","https://openalex.org/W2165109419","https://openalex.org/W2180761394","https://openalex.org/W2192556578","https://openalex.org/W2262553232","https://openalex.org/W2313319791","https://openalex.org/W2367782318","https://openalex.org/W2409807459","https://openalex.org/W2606569714","https://openalex.org/W2790874546","https://openalex.org/W2904617079","https://openalex.org/W2941057939","https://openalex.org/W3012971344","https://openalex.org/W3037217177","https://openalex.org/W3087321863","https://openalex.org/W3199806925","https://openalex.org/W4205889406","https://openalex.org/W4233033072","https://openalex.org/W4235678817","https://openalex.org/W4243667233","https://openalex.org/W6980741220"],"related_works":["https://openalex.org/W7220298150","https://openalex.org/W2010225706","https://openalex.org/W3080160389","https://openalex.org/W2337530520","https://openalex.org/W3163144146","https://openalex.org/W2086049931","https://openalex.org/W2974378792","https://openalex.org/W2789274939","https://openalex.org/W7010497550","https://openalex.org/W2709841632"],"abstract_inverted_index":{"Purpose":[0],"This":[1,118],"paper":[2],"aims":[3],"to":[4,57,71,83],"explore":[5],"how":[6],"brand":[7,151],"relationship":[8,152],"quality":[9],"(BRQ)":[10],"influences":[11],"consumers\u2019":[12],"perceived":[13,61],"sense":[14,132],"of":[15,20,30,60,75,99,133,149,159],"justice":[16,62,103,134],"in":[17,68],"the":[18,97,146,150],"context":[19],"service":[21,38,140],"recovery":[22,39],"situations.":[23,40],"Design/methodology/approach":[24],"The":[25,41,92],"authors":[26,42],"conducted":[27],"a":[28,108,114],"survey":[29],"368":[31],"Brazilian":[32],"consumers":[33],"who":[34],"experienced":[35],"real-life":[36],"automotive":[37],"tested":[43,96],"their":[44],"model":[45,95],"and":[46,65,88,122,129,137,155],"underlying":[47],"hypotheses":[48],"using":[49],"structural":[50],"equation":[51],"modeling.":[52],"Findings":[53],"Stronger":[54],"BRQ":[55,100,121],"led":[56,70,82],"higher":[58,72,79,89],"levels":[59],"(distributive,":[63,135],"procedural":[64,136],"interactional),":[66],"which":[67],"turn":[69],"customer":[73,80],"satisfaction":[74,81],"complaint":[76],"handling.":[77],"Ultimately,":[78],"lower":[84,86],"complaining,":[85],"retaliation":[87],"purchase":[90],"intention.":[91],"authors'":[93],"alternative":[94],"effects":[98,148],"sub-dimensions":[101,124,153],"on":[102,131,157],"perception.":[104],"Interestingly,":[105],"trust":[106,128,154],"produced":[107],"\u201clove-is-blind\u201d":[109],"effect,":[110],"while":[111],"intimacy":[112,156],"revealed":[113],"\u201clove-becomes-hate\u201d":[115],"effect.":[116],"Originality/value":[117],"study":[119,144],"assessed":[120],"its":[123],"(self-connection,":[125],"satisfaction,":[126],"commitment,":[127],"intimacy)":[130],"interactional)":[138],"within":[139],"recovery.":[141],"Also,":[142],"this":[143],"demonstrated":[145],"opposing":[147],"perceptions":[158],"justice.":[160]},"counts_by_year":[{"year":2026,"cited_by_count":5},{"year":2025,"cited_by_count":7},{"year":2024,"cited_by_count":4},{"year":2023,"cited_by_count":2}],"updated_date":"2026-11-03T10:50:19.383937","created_date":"2023-01-20T00:00:00"}