Customer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing

A disztributív igazságosság fogalmának értelmezése a szolgáltatóvállalat nézőpontjából

“…A panaszkezelés vizsgálatának a szakirodalomban leggyakrabban hivatkozott elméleti alapja az észlelt igazságosság elmélete (Maxham -Netemeyer, 2002;McCollough et al, 2000;Tax et al, 1998), ami a tár-sadalmi csere és a méltányosság elméletekhez kötődik (Homans, 1961;Walster et al, 1973).…”

Exploring Perceived Fairness in Hotel Service Recovery: The Case of Kingdom Plaza, Wuhan

“…In recent hospitality research, the concept of fairness (justice) pertaining to distributive, interactional and procedural dimensions has been used to gain insights of customer's evaluations of service failure/recovery (Blodgett & Granbois, 1992;McColl-Kennedy & Sparks, 2003;Tax et al, 1998). The key idea is that customers' satisfaction level and loyalty depend on how justly or fairly they have been treated.…”

“…However, providing fair outcomes alone may not be sufficient, particularly when customers consider the means and manners of service delivery as unfair (Tax et al, 1998). Consumers may employ other clues when evaluating service recovery including interactional fairness and procedural fairness.…”

“…Process control, decision control, accessibility and flexibility have also been identified as the major elements of procedural fairness (Tax et al, 1998). Other researchers reported that the empowerment of service staff to address service failure issues, in other words, making it easy for customers to complain, may result in higher fairness perceptions (Tax et al, 1998). Offering immediate service recovery would also be powerful (Wirtz & Mattila, 2004).…”

“…The pair has received considerable attention from hotel managers and hospitality researchers. Previous research showed that effective service recovery could contribute to a) customer satisfaction; b) positive word of mouth; c) customer loyalty; and ultimately d) help increasing the business profit (Hart, Heskett, & Sasser Jr, 1990;Spreng, Harrell, & Mackoy, 1995;Tax, Brown, & Chandrashekaran, 1998).…”