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

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. SERVICE FAILURE AND SERVICE RECOVERY STRATEGIESFirms are commonly expected to try to achieve a flawless service delivery, since repeat customers are a vital resource for all companies. However, the service delivery process is influenced by factors such as customers' changing expectations,

Diagnosing the impact of retail bank customers’ perceived justice on their service recovery satisfaction and post-purchase behaviours: an empirical study in financial centre of middle east

“…According to Adams, perceived justice is critical for studying a person's reaction to a conflict situation (Vázquez-Casielles, Álvarez, & Martin, 2010). Researchers have utilised justice theory as the main framework for examining service recovery procedures (Kwon & Jang, 2012;Mccoll-Kennedy & Sparks, 2003;Nikbin, Ismail, Marimuthu, & Armesh, 2012).…”

A Systematic Review of Patient Satisfaction on Health Information Exchange in Malaysian Public Healthcare Organizations

“…It is linked to the concepts of perceptions and expectations [33]. The service will be considered excellent, if perceptions exceed expectations [53]. …”

The effects of perceived satisfaction with service recovery efforts: a study in a hotel setting

“…In more recent studies, a combination of both approaches has typically been applied (Johnson & Grayson, 2005;Varela-Neira, Vázquez-Casielles, & Iglesias-Argüelles, 2010).…”

“…This phenomenon has been examined through two different approaches. From an attitudes-based perspective, feelings motivate the customer to establish commitment towards a product or service, which is measured by the customer's intention to repurchase, resistance to superior alternatives, price tolerance and intention to recommend the product or service (Vázquez-Casielles et al, 2010). On the other hand, loyalty from a behavioral perspective is based on other aspects that are indicative of the purchasing act such as the establishment visitation frequencies or expenditure percentages, thereby defi ning loyal customers as those who repurchase a brand or product.…”