Perceived justice and recovery satisfaction: the moderating role of customer-perceived quality
Year: 2015
Type: article
Study design: Observational Study
Abstract: 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.
Source: Management & Marketing
Authors: Subhash Jha, M.S. Balaji
Institutions: Indian Institute of Management Udaipur, Taylor's University
Language: English
Domain: Social Sciences
Open Access status: hybrid
Estimated APC paid: $323
OpenAlex ID: W2255839596