The Effect Of Perceived Justice On Customer Satisfaction In The Service Recovery Context: Testing Mediating Variables

Published on Dec 31, 2012in Journal of Service Science
· DOI :10.19030/JSS.V5I2.7578
Jeanne Ellyawati1
Estimated H-index: 1
B.M. Purwanto5
Estimated H-index: 5
(UGM: Gadjah Mada University),
Basu Swastha Dharmmesta6
Estimated H-index: 6
(UGM: Gadjah Mada University)
This study examines the impact of service failure through the model of service recovery evaluation. The study focuses on the concept of justice theory to determine the influence of emotions on the three dimensions of justice (distributive, procedural, and interactional) for consumer satisfaction. The study considered a sample of 102 retailers in the Yogyakarta region in Indonesia, whose customers had experienced service failure and received service recovery. This study hypothesizes that perceived justice will significantly affect customer satisfaction directly in the context of service recovery satisfaction. It is further hypothesized that there will be a significant indirect effect of perceived justice on customer satisfaction in the context of service recovery satisfaction through emotions. This study employs the hierarchical regression model and shows that perceived justice (distributive, procedural, and interactional) significantly and directly affects customer satisfaction. Further findings indicate that perceived justice also significantly and indirectly affects customer satisfaction. Positive emotions influence the effect of perceived justice on customer satisfaction. Negative emotions only mediate between perceived procedural justice and satisfaction. Thus, negative emotions do not elicit perceived distributive and interactional justice to unsatisfied retailer as consumers. The mediating variables are only partial mediations. The findings hold significant implications for the theory and practice of service recovery management, especially for retailers and service providers.
📖 Papers frequently viewed together
6 Citations
483 Citations
#1Young Namkung (Kyung Hee University)H-Index: 17
#2SooCheong (Shawn) Jang (Purdue University)H-Index: 72
Abstract Given the growing number of mature people, mature consumer behavior has become an increasingly important area of interest to marketers. This article focuses on the effects of interactional form of service fairness to mature customers as compared to non-mature in the U.S. restaurant industry. Following a two-step approach, this study investigates how age differences moderate the relationships between interactional fairness and satisfaction/behavioral intentions. This research stresses th...
121 CitationsSource
#1Jooyeon Ha (Purdue University)H-Index: 12
#2SooCheong (Shawn) Jang (Purdue University)H-Index: 72
Abstract This study examined restaurant customers’ perceptions of justice according to service recovery effort levels and whether perceived justice influences customers’ future behavioral intentions. This study also investigated whether the effects of perceived justice on future behavioral intentions vary across customers’ relationship quality levels. The results showed that high recovery efforts were consistently evaluated highly in terms of perceived justice when compared to low recovery effor...
349 CitationsSource
#1Ana Belén del Río-Lanza (University of Oviedo)H-Index: 6
#2Rodolfo Vázquez-Casielles (University of Oviedo)H-Index: 15
Last. Ana Ma Díaz-Martín (UAM: Autonomous University of Madrid)H-Index: 1
view all 3 authors...
This study examines the relationship between perceived justice, emotions, and satisfaction during service recovery (SR). The current research work proposes a model analyzing the direct effects of justice on satisfaction, along with its indirect effects, via emotions. A field study that captures consumer perceptions of actual SR situations in the cellular-telephone sector tests the model. The paper investigates the relative effects of the dimensions of perceived justice on satisfaction and the em...
483 CitationsSource
#1Karin Weber (PolyU: Hong Kong Polytechnic University)H-Index: 24
#2Beverley Sparks (Griffith University)H-Index: 51
In recent years, researchers have devoted considerable attention to the study of service failure and recovery, predominantly focusing on the impact of a single service failure event. More recently, several researchers have begun to investigate how multiple service failures over an extended time period influence consumer evaluations. However, current research has ignored the impacts of service failures and recovery measures in situations in which two or more service organizations are involved in ...
14 CitationsSource
#1Tom DeWitt (UH Hilo: University of Hawaii at Hilo)H-Index: 4
#2Doan N. Nguyen (UQ: University of Queensland)H-Index: 17
Last. Roger Marshall (AUT: Auckland University of Technology)H-Index: 21
view all 3 authors...
Existing research shows that loyalty is a function of customer perceptions of trust following service recovery. The authors propose a cognitive appraisal model that portrays trust and emotions as key mediators in the relationship between perceived justice and customer loyalty. A structural equation model was used to test the conceptual model. The findings support the conjecture that emotions and trust have important mediating roles during the service recovery process. Furthermore, while existing...
302 CitationsSource
#1Anna S. Mattila (PSU: Pennsylvania State University)H-Index: 81
#2Heejung Ro (UCF: University of Central Florida)H-Index: 13
The primary purpose of this study is to investigate customers' emotional responses following a service failure in a restaurant setting. Specifically, this study investigates how specific emotions (anger, disappointment or regret, worry) influence consumers' behavioral intentions. To gain a richer understanding of consumers' coping behaviors, the authors examine customers' locus of failure attributions. By using a 3 × 2 factorial between-subjects design, three attribution types (internal, externa...
244 CitationsSource
#1SolomnH-Index: 1
292 Citations
#1Kiran Karande (ODU: Old Dominion University)H-Index: 21
#2Vincent P. Magnini (Longwood University)H-Index: 28
Last. Leona Tam (ODU: Old Dominion University)H-Index: 15
view all 3 authors...
Past research studies on service failures and recovery have conceptualized “voice” in terms of customers having an opportunity to air complaints after failures occur. In contrast, the authors introduce the concept of recovery voice , which entails a service provider asking a customer (after a failure has occurred) what the firm can do to rectify the problem. In a scenario-based experiment carried out in an airline setting and in a hotel setting with 216 and 208 participants, respectively, it was...
218 CitationsSource
When a service provider fails to meet the expectations of customers during a so-called service encounter, the resultant disconfirmation can lead to a series of negative outcomes such as defection and negative word-of-mouth. Often, however, errant firms are afforded a second opportunity by complaining customers to rectify their misdemeanours - a practice referred to as service recovery. Service marketers' understanding of service recovery is, however, limited. This study investigates service reco...
15 CitationsSource
#1Vincent P. Magnini (Longwood University)H-Index: 28
#2John B. Ford (ODU: Old Dominion University)H-Index: 34
Last. Earl D. Honeycutt (Elon University)H-Index: 24
view all 4 authors...
Purpose – The purpose of this study is to address the discrepancy between research that supports the service failure recovery and that which does not by examining customer satisfaction in the event of a service failure empirically.Design/methodology/approach – The objective of the study was achieved by conducting role‐play experiments on undergraduate business students.Findings – Analysis showed that a service recovery paradox is most likely to occur when the failure is not considered by the cus...
267 CitationsSource
Cited By13
Students in higher education institutions encounter different problems which are normally reported through the appropriate complaints channels. Sometimes institutions and their employees do not address the reported problems on time due to systematic issues such as internal processes or procedures which are cumbersome. This paper assessed the impact of service recovery strategies (speed and empowerment) on procedural justice in higher education institutions. The study was conducted across three p...
#1Shih-Liang Chao (NTOU: National Taiwan Ocean University)H-Index: 1
#2Ru-Yan Lin (NTOU: National Taiwan Ocean University)H-Index: 1
Last. Yu-Han Sun (NTOU: National Taiwan Ocean University)H-Index: 1
view all 3 authors...
Abstract Offering appropriate service recovery is important for service providers to retain their existing customers. Given that service failures are both common and inevitable when using liner shipping services, in this study, a model was established by which to examine the impact of service recovery on customer loyalty. An empirical questionnaire survey was conducted, and structural equation modeling (SEM) was applied to test the hypotheses proposed in this study. The results showed there to b...
1 CitationsSource
#1Edward Shih-Tse Wang (NCHU: National Chung Hsing University)H-Index: 20
#2Yu-Chen Chen (NCHU: National Chung Hsing University)H-Index: 1
Abstract: The purpose of fair trade (FT) initiatives is to provide fair and reasonable payment to producers who may otherwise be negatively affected by free trade. Attracting consumers to purchase FT products is key to the success of the FT movement. This study identified the effects of consumers’ perceived justice of FT organizations (FTOs) on their purchase intention toward FT products. A total of 398 valid questionnaire responses were received and structural equation modeling was adopted to a...
11 CitationsSource
#1Teresa Fayos-Gardó (University of Valencia)H-Index: 3
#2Beatriz Moliner-Velázquez (University of Valencia)H-Index: 9
Last. Maja Šerić (University of Valencia)H-Index: 13
view all 4 authors...
AbstractThe literature dealing with the Service Recovery Paradox (SRP) is vast, but some results are confusing and contradictory. In addition to this, scarce attention has been paid to service recovery in the context of retailing. This paper aims at verifying the compliance of the SRP in the context of retailing. Considering a sample of consumers that experienced a failure in the service delivered by a retailer and are very satisfied with the solution provided by the store employee, we test firs...
Purpose Service recovery is a challenge to organizations because customers will respond to recovery processes and outcomes differently. Yet, there are few studies that examine the antecedents of customer co-recovery. Hence, the purpose of this paper is to adopt a customer-dominant logic to explore the antecedents of customer co-creation of service recovery (CCSR) and its effects on perceived justice and satisfaction. Design/methodology/approach The authors reviewed the service management literat...
16 CitationsSource
The purpose of this study was to examine the structural relationship between customers’ perception of authenticity, justice, customer commitment, and customer behavior in franchise coffee shops. To test the hypotheses of the study, a total of 428 customers in Korea were considered in an empirical analysis using a two-step structural equation model (SEM) approach. In particular, employees" authenticity had relatively great influence on customers’ continuous and affective commitment and their just...
Despite the subject of service recovery attracting great interest among service marketing scholars and practitioners, there is a scarcity of empirical studies focusing on justice perceptions and satisfaction in the East Africa region. This research empirically tested the role of interactional justice as a recovery strategy following service failure and its consequence on recovery satisfaction among consumers of mobile money services in Kenya. A descriptive survey approach was used. The populatio...
#1Yin-Hui Cheng (National Taichung University of Education)H-Index: 3
#2Chia Jung ChangH-Index: 3
Last. Ya-Wei LiaoH-Index: 1
view all 4 authors...
Purpose – Research on the service recovery paradox (SRP) effect has indicated that after recovery from failures in customer service, customers will commonly rate their satisfaction higher than prior to the service failure. However, thus far there has been little research on the cause of this phenomenon. Accordingly, the purpose of this paper is to explore the effect of “guilt” emotions in the context of consumer service. Design/methodology/approach – Three experiments were conducted to test the ...
8 CitationsSource
Perusahaan jasa merupakan jenis perusahaan yang kegiatan utamanya menjual jasa pada konsumen. Salah satu masalah yang sering terjadi adalah service failure . Service recovery menunjuk pada tindakan yang diambil oleh perusahaan ketika mengalami service failure . Tujuannpenelitian iniaadalah untuk mengetahuimpengaruh service recovery terhadap kepuasan pasca penanganan keluhan pada Bengkel Clink di Kota Denpasar. Jumlah sampel penelitian sebanyak 70rresponden,ddengan menggunakan metode accidental s...