Year: 2007
Type: article
Abstract: The aim of the current work is to analyze loyalty in contexts of service failure. For this purpose, we evaluate the role of customer perceptions of justice in firms' service recovery strategies, as well as the role of customers' satisfaction with the firm's proposed solutions to correct the failure. The conceptual model was developed for the airline industry. Our findings confirm the importance that theory has accorded to perceived justice, and also provide evidence of the key role of satisfaction because of its direct influence over loyalty and its mediating role between perceived justice and that concept. Thus, having a good complaint handling system and trained and motivated staff who are fully committed to the firm's objectives are fundamental requisites for firms to be able to build a stable customer portfolio
Language: Spanish
Subfield: Marketing
Domain: Social Sciences
Open Access status: green
OpenAlex ID: W2243201977