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Perceived justice of service recovery strategies: Impact on customer satisfaction and quality relationship

✍ Scribed by Rodolfo Vázquez-Casielles; Leticia Suárez Álvarez; Ana Maria Díaz Martín

Publisher: John Wiley and Sons
Year: 2010
Tongue: English
Weight: 128 KB
Volume: 27
Category: Article
ISSN: 0742-6046
DOI: 10.1002/mar.20340

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✦ Synopsis

Abstract

This article aims to build on previous research analyzing the effects of perceived justice on customers' satisfaction with service recovery and the attitudinal consequences of the recovery strategies firms adopt after service failures occur. The results obtained from a conceptual model developed for the mobile‐phone sector support the idea that justice perceptions positively influence satisfaction with service recovery. Other findings are that satisfaction with service recovery positively affects trust and commitment, and that these two variables, in turn, positively affect overall customer satisfaction. Finally, the results also suggest that positive past experiences mitigate the effects of inadequate service recovery strategies on the quality of the relationship with the customers. © 2010 Wiley Periodicals, Inc.

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