Perceived Justice in Service Recovery: Study of Experimental Design on Indonesian Customers

Ellyawati, Jeanne and Dharmmes, Basu Swastha and Purwanto, Bernardinus M. and Herk, Hester van (2013) Perceived Justice in Service Recovery: Study of Experimental Design on Indonesian Customers. International Journal of Business and Management Studies, 2 (2). pp. 511-522. ISSN 2158-1479

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This study examines the model of consumer perceptions of service recovery in the context of service failure. Adopting the concept of justice theory, this study is to investigate the influence of perceived justice and its impact on recovery satisfaction. The data used in this study were collected based on laboratory experimental design. The 381 graduate students were recruited from Atma Jaya Yogyakarta University and Gadjah Mada University, Indonesia as participants. Hypothesis testing was employed by ANOVA and regression analysis. The finding of the study showed that both of complainers and non-complainers who experience service failure are more interested in receiving service recovery in a proper compensation and communication from the service provider. There is a tendency that perceived recovery justice of non-complainers is more positive than those of complainers. Furthermore, it is found that those of the three dimensions of justice, perceived interactional justice has the highest response. Regression analysis shows that the three-dimension of perceived justice partially as well as simultaneously effect on recovery satisfaction positively.

Item Type: Article
Uncontrolled Keywords: Perceived justice, Recovery satisfaction, Positive WOM, Repurchase intention, Intention to switch.
Subjects: Business Management > International Business
Divisions: Fakultas Ekonomi > Manajemen
Depositing User: Editor UAJY
Date Deposited: 27 Oct 2016 09:48
Last Modified: 14 May 2019 02:31

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