Perceived justice and service recovery satisfaction in a post-transition economy
| Autor: | Petar Gidaković, Barbara Čater |
|---|---|
| Jazyk: | angličtina |
| Rok vydání: | 2021 |
| Předmět: |
positive WOM
service recovery Strategy and Management Compensation (psychology) satisfaction Word of mouth justice theory Context (language use) Interpersonal communication udc:339.138 Service provider Service recovery complaints repurchase intentions Interactional justice Industrial relations post-tranzicija postsocialistične dežele potrošnik zadovoljstvo Justice (ethics) Business and International Management Psychology Social psychology trženje |
| Zdroj: | Journal of East European management studies, vol. 26, no. 1, pp. 10-43, 2021. |
| ISSN: | 0949-6181 |
| Popis: | This paper aims to improve the understanding of outcomes of service recovery in a post-transition context by examining the relationships between four dimensions of perceived justice and service recovery satisfaction (SRS), positive word of mouth (PWOM) and repurchase intentions. Results from a survey of 217 Slovenian telecommunications customers with actual recovery experiences reveal that distributive, informational and interpersonal (but not procedural) justice are positively related to SRS, which acts as a mediator between these three justice dimensions and repurchase intentions and PWOM. Further analysis indicates that duration of customer-firm relationship negatively moderates the link between interpersonal justice and SRS. These findings provide a theoretical explanation of inconsistent findings in previous studies regarding the importance of interactional justice. For managers, our findings indicate that service providers should always pay attention to providing fair compensation, truthful information and fair interpersonal treatment to complainants, while the interpersonal treatment during service recovery matters even more to customers whose relationships with the provider are in the development phase. |
| Databáze: | OpenAIRE |
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