Impact of failure severity levels on satisfaction and behavior: from the perspectives of justice theory and regulatory focus theory

Business & Economics

• Justice Theory 100%
• Regulatory Focus Theory 99%
• Severity 69%
• Behavioral Intention 62%
• Perceived Justice 56%
• Service Failure 27%
• Service Recovery 18%
• Loss Offset 12%
• Mobile Phone 10%
• Regulatory Focus 10%
• Experimental Design 9%
• Factorial Design 9%
• Telecommunication Services 9%
• Consumer Satisfaction 8%
• Sampling 8%
• Inconsistency 7%
• Managers 7%
• Indirect Effects 7%
• Direct Effect 6%
• Data Collection 6%
• Service Provider 6%
• Scenarios 5%
• Resources 4%
• Design Methodology 3%