Perceived justice and recovery satisfaction: the moderating role of customer-perceived quality

• Authors: Subhash Jha , M.S. Balaji
• Languages of publication: EN

Abstracts

EN

Recovery strategies are critical to service providers in their efforts to maintain satisfied and loyal customers. While the existing research shows that recovery satisfaction is a function of customer perception of distributive, procedural and interactional justice, the present study considers an important contextual factor - customer-perceived quality of the service provider in the evaluation of justice dimensions and satisfaction. To test the hypotheses proposed, a survey was carried out in the mobile services context. The findings reveal that customer-perceived quality affects the evaluation of justice dimensions and its outcomes. The findings reveal that while distributive justice enhances recovery satisfaction for low perceived quality services, the procedural justice resulted in greater satisfaction in high perceived quality services. Thus, by understanding the role of customer-perceived quality, service managers can deliver effective recovery strategies thereby enhancing satisfaction and loyalty.

Keywords

EN

customer-perceived quality; service failure; distributive justice; procedural justice; recovery satisfaction

• Publisher: Sciendo
• Journal: Management & Marketing
• Year: 2015
• Volume: 10
• Issue: 2
• Pages: 132-147

Dates

published

2015-09-01

online

2015-09-01

Contributors

author

Subhash Jha

• Indian Institute of Management, Udaipur, India

author

M.S. Balaji

• Taylor’s University, Selangor, Malaysia

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Identifiers

DOI

10.1515/mmcks-2015-0011