The relationship between informational justice, recovery satisfaction, and loyalty: the moderating role of failure attributions

被引：0
作者：
Davoud Nikbin
Ishak Ismail
Malliga Marimuthu
机构：
[1] Universiti Sains Malaysia,School of Management
[2] Universiti Sains Malaysia,School of Management
来源：
Service Business | 2013年 / 7卷
关键词：
Service failure; Informational justice; Recovery satisfaction; Stability; Controllability; Loyalty;
D O I：
暂无
中图分类号：
学科分类号：
摘要：
The purpose of this study is to explore the relationship between informational justice, recovery satisfaction, and customer loyalty, as well as the moderating role of failure attributions, concerning the link between informational justice and recovery satisfaction. Data were gathered by means of survey from airline passengers who experienced a failure and, subsequently, a recovery within the past 1 year. The current study extends previous research by incorporating informational justice, as well as investigating the impact of stability and controllability attributions, within the existing framework of customers’ post-recovery evaluations. The results of this study found that failure attributions (stability, the frequency of failures, and controllability, whether the airline is responsible for the situation) moderate the relationship between informational justice and recovery satisfaction. The findings also confirmed that there is a positive and significant relationship between recovery satisfaction and loyalty.
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收藏
页码：419 / 435
页数：16
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