The Influence of Perceived Justice on Recovery Satisfaction in the Airline Industry

Matikiti, Rosemary; Roberts-Lombard, Mornay; Mpinganjira, Mercy

doi:10.1080/15228916.2018.1475784

Cited by 9 publications

(8 citation statements)

References 50 publications

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“…Most studies focussed on the justice theory (Ha and Jang, 2009; Kuo and Wu, 2012; Lopes and Silva, 2015; Ding and Lii, 2016; Matikiti et al , 2018), Attribution theory (Weber and Sparks, 2010; Swanson and Hsu, 2011; Nikbin et al , 2015; Hewett et al , 2018; Matikiti et al , 2019) when assessing service recovery. Fewer studies focussed on the trust, commitment and perceived equity theories when assessing service recovery in the airline industry, thus this study included these two theories to check their applicability to the service failure and recovery aspects.…”

Section: Theoretical Frameworkmentioning

confidence: 99%

Service recovery satisfaction and customer commitment in the airline business

Matikiti

Mpinganjira

Roberts-Lombard

2019

AJEMS

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Purpose The purpose of this paper is to examine the precursors and outcomes of service recovery satisfaction and customer commitment among airline business customers. Design/methodology/approach Data were collected from airline travellers in South Africa using a structured questionnaire. Structural equation modelling was used to analyse the proposed hypotheses. Findings The results revealed that recovery expectations and perceived equity exert significant influence on levels of recovery satisfaction, which in turn influence overall satisfaction, trust and commitment. The study also revealed that trust and overall satisfaction are antecedents of customer commitment and that customer commitment has a significant positive relationship with positive word of mouth. It was also established that the quality of past service performance moderates the relationship between recovery satisfaction and commitment. Practical implications Airlines are advised to stimulate customer trust in the service delivery process through transparency in the procedures by which they resolve service failures and to remain committed to their service recovery promises to customers. It is also proposed that airlines should secure increased positive word of mouth through offering satisfactory service recovery. Originality/value Very little research in the South African context exists which focusses on the influence of customers satisfaction and commitment in the airline industry. This paper helps in establishing the antecedents of customer commitment after service failure in the airline industry.

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Section: Theoretical Frameworkmentioning

confidence: 99%

Service recovery satisfaction and customer commitment in the airline business

Matikiti

Mpinganjira

Roberts-Lombard

2019

AJEMS

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“…Service recovery satisfaction and commitment have been documented to be influenced by DJ, PJ and IJ (Jung and Seock, 2017). Matikiti et al (2018) confirmed that PRJ greatly affects recovery satisfaction. A customer-oriented approach can improve the performance of the employee during the recovery procedure (Kim et al, 2012), and efficient response to service failure (in the form of appropriate recovery) can enhance customer recovery satisfaction (Chang and Hung, 2018) The theory of justice is a widely known theory for explaining recovery satisfaction (Ha and Jang, 2009;Kim et al, 2009;Tektas, 2017).…”

Section: Perceived Recovery Justice Recovery Satisfaction and Repurch...mentioning

confidence: 73%

“…Kim et al (2009) indicated that the satisfaction with service recovery shows the trust of the customer in the process. Several empirical investigations have evaluated PRJ and concluded that PRJ can affect recovery satisfaction (Carrillo et al , 2019; Matikiti et al , 2018; Muhammad, 2020). Service recovery satisfaction and commitment have been documented to be influenced by DJ, PJ and IJ (Jung and Seock, 2017).…”

Section: Literature Review and Hypotheses Developmentmentioning

confidence: 99%

Does service recovery matter? Relationships among perceived recovery justice, recovery satisfaction and customer affection and repurchase intentions: the moderating role of gender

Ali

Ting

Isha

et al. 2022

JABS

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Purpose The purpose of this study/paper is first to determine the impact of perceived recovery justice (PRJ) (as a second-order construct) on recovery satisfaction and repurchase intentions; secondly, to investigate the mediating impact of customer affection and recovery satisfaction (on the relationship between PRJ and repurchase intentions and satisfaction and repurchase intentions, respectively); and thirdly, to examine the moderating effect of gender on the relationships between PRJ–recovery satisfaction–repurchase intentions. Design/methodology/approach The authors used a self-administrated survey technique for data collection. Afterwards, partial least square structural equation modelling was used to evaluate the data from 300 respondents (the automotive insurance industry in Punjab, Pakistan). Findings The findings show that PRJ, recovery satisfaction and customer affection positively predict repurchase intentions. PRJ also indirectly predicts repurchase intentions through the mediating effect of recovery satisfaction. Gender has a contingent effect on the PRJ–customer satisfaction–repurchase intentions relationship, such that the effect is higher for females than males. These findings have important theoretical and practical implications. To counter service failure, this study helps to draft effective strategies and policies for the insurance industry to make customers loyal patrons. Practical implications These findings have important theoretical and practical implications. To counter service failure, this study helps to draft effective strategies and policies for the insurance industry to make customers loyal patrons. Originality/value This study also tested a novel relationship, in that the authors used customer affection as a mediating factor between the satisfaction and repurchase intentions relationship. Moreover, the authors also tested the moderating role of gender in PRJ–recovery satisfaction–repurchase intentions associations.

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“…The vast majority of studies related to service recovery are based on the justice theory (Lopes & da Silva, 2015;Matikiti et al, 2018) and attribution theory (Hewett et al, 2018;Matikiti et al, 2019). This paper uses the aforementioned two theories, equity theory, and commitmenttrust theory, to be tested in the context of service failure and recovery in terms of the spectator sport industry and also to determine what precedes and what follows service recovery satisfaction in the identified industry.…”

Section: Theories Grounding the Studymentioning

confidence: 99%

Service Recovery Satisfaction and Commitment in the Context of Spectator Sport Industry: Study on Croatian Football Consumers

Kuzmanić¹,

Dlačić²,

Milfelner³

2023

CEBR

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Successful service recovery is one of the major tasks for every service provider. This paper transfers the theory of service recovery from traditional industries into the spectator sport context, more precisely -football. A satisfied and committed consumer is one of the main goals for every business entity, as well as for football clubs. The main purpose of this paper is to examine factors that predict satisfaction with service recovery and its outcomes in the context of the spectator sports industry. The research methodology used previously established scales related to service recovery satisfaction in terms of other industries, which are modified in order to meet the requirements of this research. The research was conducted on 408 active consumers of services provided by Croatian football clubs. The research results show that service recovery perceives equity impacts recovery satisfaction in terms of football as the most popular spectator sport in the world. Furthermore, it has been established that recovery satisfaction predicts satisfaction with club services and trust in football clubs. Relationships between predictors such as recovery satisfaction, satisfaction with club services, trust, and its proposed outcome, such as commitment towards the club could not be supported. This could be due to the fact that spectator sport consumers possess enormous emotional and psychological loyalty towards the club, which surpasses traditional consumer theory understanding. Furthermore, a significant relationship between consumer commitment and positive word of mouth has been established. Implications for Central European audience: Obtained results can also be of interest for audience from other Central European countries where football is also an extremely important part of their leisure activities and overall culture.

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The Influence of Perceived Justice on Recovery Satisfaction in the Airline Industry

Cited by 9 publications

References 50 publications

Service recovery satisfaction and customer commitment in the airline business

Service recovery satisfaction and customer commitment in the airline business

Does service recovery matter? Relationships among perceived recovery justice, recovery satisfaction and customer affection and repurchase intentions: the moderating role of gender

Service Recovery Satisfaction and Commitment in the Context of Spectator Sport Industry: Study on Croatian Football Consumers

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