The effects of perceived justice and experience on service recovery satisfaction and post-purchase behaviours in the airline industry

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Abstract

Customers tend to measure the fairness of the service recovery provided by businesses and such evaluations can vary based on different customer experiences. While both perceived justice and consumer experiences play critical roles in service recovery, few studies discuss the effects of the second of these. This study thus examines the effects of perceived justice and consumer experiences on service recovery satisfaction. The results show that perceived justice significantly influences service recovery satisfaction. Moreover, a consumer experience has moderating effects between distributive and interactive justice and service recovery satisfaction. The high consumer experiences group examined in this work paid more attention to factual compensation, while the low consumer experiences group emphasised high interactive justice behaviours. Finally, service recovery satisfaction could reduce negative word-of-mouth and enhance repurchase intention. It is anticipated that the results of this work could help businesses to limit the damage due to service failures by engaging in appropriate service recovery actions and thus prevent negative experiences from spreading and further promote repurchase intention.

Original languageEnglish
Pages (from-to)175-186
Number of pages12
JournalInternational Journal of Services and Operations Management
Volume21
Issue number2
DOIs
Publication statusPublished - 2015 Jan 1

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All Science Journal Classification (ASJC) codes

  • Management Science and Operations Research
  • Industrial and Manufacturing Engineering
  • Management of Technology and Innovation

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