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Perceived justice of service recovery strategies: Impact on customer satisfaction and quality relationship
Author(s) -
VázquezCasielles Rodolfo,
Suárez Álvarez Leticia,
Díaz Martín Ana Maria
Publication year - 2010
Publication title -
psychology and marketing
Language(s) - English
Resource type - Journals
SCImago Journal Rank - 1.035
H-Index - 116
eISSN - 1520-6793
pISSN - 0742-6046
DOI - 10.1002/mar.20340
Subject(s) - service recovery , customer satisfaction , service quality , economic justice , psychology , affect (linguistics) , service (business) , perception , marketing , interactional justice , conceptual model , business , quality (philosophy) , social psychology , procedural justice , political science , computer science , philosophy , communication , epistemology , database , neuroscience , law
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.