Perceived Justice's Influence on Post-Purchase Intentions and Post-Recovery Satisfaction in Online Purchasing: the Moderating Role of Firm Reputation in Iran

Abstract

The purpose of this study is to investigate the effects of perceived justice on post-purchase intentions and post-recovery satisfaction by considering the role of firm reputation. Perceived justice, the independent variable, was measured on distributive, procedural and interactional. Post-purchase intentions and post-recovery satisfaction, the dependent variable and also, Firm Reputation was the moderator variable. Totally, 400 questionnaires were distributed to university students, that 382 questionnaires were used for the final analysis, which the results from analysis of them based on simple linear regression and multiple hierarchical regression show that perceived justice Dimensions influences on post-purchase intentions and post-recovery satisfaction and in addition to it, variable of firm reputation moderates these influences too. Managerial implications of these findings are briefly discussed.

Anteseden Recovery Satisfaction and Wom Positif

“…Penelitian mengenai perilaku konsumen online banyak mendapat perhatian peneliti di bidang pemasaran (Ghalandari, 2013;Chrisafulli & Singh, 2016). Perilaku keluhan yang bagian dari penelitian perilaku konsumen, merupakan isu penting dan kritik terhadap perusahaan dalam mempertahankan loyalitas pelanggan, penjagaan pelanggan dan profitabiltas perusahaan (Holloway et.…”

“…Beberapa penelitian terdahulu mendukung hubungan antara Perceived Justice dengan Recovery Satisfaction konsumen (Ghalandari, 2013;Kuo & Wu, 2012;Crisafulli & Singh, 2016), termasuk pada konsumen di Indonesia (Ellywaty et. al., 2013).…”

Olumsuz Duygularin Ve Kurumsal İtibarin Banka Müşteri̇leri̇ni̇n Alternati̇f Şi̇kâyet Davranişlari Üzerindeki̇ Etki̇leri̇

“…To gain further insight into the choice of an alternative voice complaint channel, we need to understand how the magnitude of a customer's negative emotions after a service failure affects their complaint process. Moreover, customers might be more inclined to forgive failure, especially for corporates with an excellent reputation, but are more destructive to corporates with an average reputation (Ghalandari, 2013). That is, customers may prefer to complain directly to the bank with an excellent perceived reputation because they believe that the bank will successfully handle the recovery experience.…”

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

“…When encountering service failure, the majority of customer sure of the belief that this failure will be rectified in the near future. Through compensation strategies, service provider scan appease unhappy customers and increase their customer retention rate and even create long-term relationship with dissatisfied customers, and ultimately convert them to loyal customers [4]. Iranian organizations must gradually understand the necessity of attention given to customers and try to identify and satisfy them, thereby making them more loyal [5].…”