ABSTRACT
Contents 16.1 Introduction: Importance of the Customers’ Perspective ..........................270 16.2 Theoretical Background and Research Hypotheses ..................................271
16.2.1 ServiceDominant Logic ...............................................................271 16.2.2 Organizational Legitimacy ...........................................................272 16.2.3 Fairness in Service Recovery .........................................................272 16.2.4 TwoFactor Theory .......................................................................273
16.3 Research Method .....................................................................................275 16.3.1 Participants and Experimental Design ..........................................275 16.3.2 Procedure ......................................................................................275
16.4 Analysis and Results .................................................................................276 16.4.1 Manipulation Checks ...................................................................276
