Work

An Empirical Investigation of the Effect of Interaction Justice Perception on Consumer Intentions after Complaining

Year: 2007

Type: article

Abstract: This study examined how apology as interaction justice impacts on consumer perceptions of service recovery attempt. Data was collected using hypothetical scenarios. Two types of service failures were proposed and the impact of recovery action on each failure type was compared. Findings include that there is direct effect of recovery action on consumer future intentions in both type of failures. Implications and direction to the future research were proposed.

Source: Journal of Business Systems Governance & Ethics

DOI: 10.15209/jbsge.v2i1.95

Authors: Mahesh S. Bhandari, Michael J. Polonsky

Institution: Victoria University

Language: English

Topic: Customer Service Quality and Loyalty

Subfield: Marketing

Field: Business, Management and Accounting

Domain: Social Sciences

SDG: Peace, justice, and strong institutions

Open Access status: hybrid

OpenAlex ID: W2084307593

FWCI:

Cites: 47

Cited by: 4

Related to: 10