The Effects of Perceived Justice on Service Recovery and Customers Trust in Domestic Airline Companies
Year: 2010
Type: article
Study design: Observational Study
Abstract: Failures and consequent complaints that are inevitable whenever any service is provided, requires a well known logical regulations to handle the customers' complaints. The purpose of the present study is to investigate the effect of the perceived justice of the airline customers in the process of resolving their complaints, on their favorites and also the consequent trust in the respective company. To this end, 273 questionnaires were distributed among the passengers of Mashhad's Shahid Hasheminejad International Airport, who had faced at least one service failure in the recent last two years and had complained to the respective company. Structural Equation Modeling approach was applied to process and analyze research data. The results have confirmed the effect of all aspects of justice on the extent to which the costumers feel satisfied by the service recovery. It was shown that the interactional justice leads to the maximum recovery satisfaction and procedural and distributive justices stand after it. Also the effect of the costumers' satisfaction of the service recovery on their trust has been confirmed.
Authors: Kazemi Mahdi, Barid Nazif Yahya
Language: English
Subfield: Marketing
Domain: Social Sciences
Open Access status: diamond
OpenAlex ID: W2264680111