Perceived justice in service recovery and behavioral intentions: The role of relationship quality

Ha, Jooyeon; Jang, SooCheong

doi:10.1016/j.ijhm.2008.12.001

Cited by 254 publications

(226 citation statements)

References 52 publications

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“…Service recovery strategies are strategies practiced by an organization and its employees to return the customer to a state of satisfaction (Danaher & Mattsson, 1994;Sparks & McColl-Kennedy, 2001). The ultimate goal of service recovery is to pacify dissatisfied customers through appropriate actions in order to reduce potential damage to customer relationships caused by service failures (Ha & Jang, 2009;Zemke, 1993).…”

Section: Introductionmentioning

confidence: 99%

Perceived Justice in Service Recovery and Recovery Satisfaction: The Moderating Role of Corporate Image

Nikbin¹,

Ismail²,

Marimuthu³

et al. 2010

IJMS

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The purpose of this study is to assess the influence of perceived justice on recovery satisfaction and to examine the moderating role of corporate image in the relationship between perceived justice and recovery satisfaction. Data were gathered on perceived justice with service recovery, corporate image and recovery satisfaction by means of survey from Iran Air customers who experienced a service failure within last year. The results show that distributive and interactional justices have significant effects on recovery satisfaction. The effect of distributive justice on recovery satisfaction was stronger than interactional justice. Additionally, hierarchical regression analyses suggested that corporate image plays a moderating role between perceived justice and recovery satisfaction in the distributive and interactional justice dimensions. Managerial implications of these findings are briefly discussed.

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Section: Introductionmentioning

confidence: 99%

Perceived Justice in Service Recovery and Recovery Satisfaction: The Moderating Role of Corporate Image

Nikbin¹,

Ismail²,

Marimuthu³

et al. 2010

IJMS

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“…The results showed that among the six compensation strategies, empowerment had the top priority and atonement (blood money), explanations, communication, tangibles and feedback were at the next places of priorities. Chang et al [19] conducted their study in the hospitality industry, with the aim of explaining the relationship between compensation and the justice perceived, and examining the [20][21][22][23][24][25].…”

Section: Discussionmentioning

confidence: 99%

Analysis of Customer Expectations of Services Compensation Strategy Using Fuzzy Hierarchical Analysis Approach (AHP) (Case Study: Customers of Health Insurance Organization in Tehran - Iran)

Farzianpour¹,

Abadi²,

Ashorzadeh³

et al. 2016

Social Crimonol

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Background and objective: This study aimed to identify constitutes anthropomorphism in health insurance organization in Tehran, Iran. Service failure is inevitable and serves as an important factor in the loss of customers. Its inevitability requires that companies offering such services seek to identify the expectations and demands of the customers for the occurred failure in order for appropriate measures to be taken so as to prevent the loss of customers.

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“…Existing strong relationship between a buyer and its suppliers, suppliers tend to support this relationship in long term, even if they lose in short term (Ha and Jang, 2009;Ok et al, 2005). In fact, the level of customer satisfaction and their future behavioral intentions depend on their perceptions to whether they are treated fairly (McColl-Kennedy and Sparks, 2003).…”

Section: Long-term Orientationmentioning

confidence: 99%

Complaint Management and Suppliers' Engagement in Long-term Relationships: A Conceptual Model based on Fairness Theory

Zaefarian

2012

Business and Economic Research

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Although the importance of buyer-supplier relationship has long been focused in literature of business and management, little is known about complaint management and its impacts in the context of business-to-business. This study tries to address this gap in the literature by investigating the impacts of complaint management and perceived fairness on the relationship of suppliers' long-term orientation towards the buyer firm.Based on the profound review of the literature, a conceptual model will be developed and hypotheses will be suggested. We use fairness theory as the theoretical grounding for this research and develop a conceptual model that suggests examining the effects of fairness (i.e. procedural, distributive, interaction, and information justice) on trust, commitment and conflict. We further suggest examining the impact of these relational characteristics on the long-term orientation, cooperation, and opportunism as well as examining the moderating role of relationship quality on the link between perceived fairness and relational characteristics.

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Perceived justice in service recovery and behavioral intentions: The role of relationship quality

Cited by 254 publications

References 52 publications

Perceived Justice in Service Recovery and Recovery Satisfaction: The Moderating Role of Corporate Image

Perceived Justice in Service Recovery and Recovery Satisfaction: The Moderating Role of Corporate Image

Analysis of Customer Expectations of Services Compensation Strategy Using Fuzzy Hierarchical Analysis Approach (AHP) (Case Study: Customers of Health Insurance Organization in Tehran - Iran)

Complaint Management and Suppliers' Engagement in Long-term Relationships: A Conceptual Model based on Fairness Theory

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