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.
引用
收藏
页码：419 / 435
页数：16
相关论文
共 102 条
[21]  
Wortman CB(2004)Customer satisfaction and retention: the experiences of individual employees Manag Serv Qual 14 40-57
[22]  
Casado Diaz AB(2003)Service failure and recovery: the impact of relationship factors on customer satisfaction J Acad Mark Sci 31 127-145
[23]  
Mas Ruiz FJ(2005)How organizational complaint handling drives customer loyalty: an analysis of the mechanistic and the organic approach J Mark 69 95-114
[24]  
Chan H(2006)Customer complaints and organizational responses: the effects of complaints’ perceptions of justice on satisfaction and loyalty Int J Hosp Manag 25 69-90
[25]  
Wan LC(2006)The effects of service recovery on consumer satisfaction: a comparison between complainants and non-complainants J Serv Mark 20 101-103
[26]  
Sin LYM(2009)The effects of perceived justice on recovery satisfaction, trust, word-of-mouth, and revisit intention in upscale hotels Tour Manag 30 51-62
[27]  
Chebat JC(1993)A typology of retail failures and recoveries J Retail 69 429-452
[28]  
Slusarczyk W(2010)Service failures in online double deviation scenarios: justice theory approach Manag Serv Qual 20 46-69
[29]  
Choi S(2007)Do it right this time: the role of employee service recovery performance in customer-perceived justice and customer loyalty after service failures J Appl Psychol 92 475-489
[30]  
Mattila A(2007)The service recovery paradox: justifiable theory or smoldering myth? J Serv Mark 21 213-225
12345678910