Ellyawati, Jeanne and Purwanto, BM and Dharmmesta, Basu Swastha The Effect of Perceived Justice on Satisfaction in The Service Recovery Context: Testing Mediating Variable. Journal of Service Science.
Full text not available from this repository.Abstract
This study examines the impact of service failure through the model of service recovery evaluation. The study focuses on the concept of justice theory to determine the influence of emotions on the three dimensions of justice (distributive, procedural, and interactional) for consumer satisfaction. The study considered a sample of 102 retailers in the Yogyakarta region in Indonesia, whose customers had experienced service failure and received service recovery. This study hypothesizes that perceived justice will significantly affect customer satisfaction directly in the context of service recovery satisfaction. It is further hypothesized that there will be a significant indirect effect of perceived justice on customer satisfaction in the context of service recovery satisfaction through emotions. This study employs the hierarchical regression model and shows that perceived justice (distributive, procedural, and interactional) significantly and directly affects customer satisfaction. Further findings indicate that perceived justice also significantly and indirectly affects customer satisfaction. Positive emotions influence the effect of perceived justice on customer satisfaction. Negative emotions only mediate between perceived procedural justice and satisfaction. Thus, negative emotions do not elicit perceived distributive and interactional justice to unsatisfied retailer as consumers. The mediating variables are only partial mediations. The findings hold significant implications for the theory and practice of service recovery management, especially for retailers and service providers. [PUBLICATION ABSTRACT]
| Item Type: | Article |
|---|---|
| Uncontrolled Keywords: | Service Failure; Service Recovery; Perceived Justice; Emotion; Recovery Satisfaction; B2B |
| Subjects: | Manajemen > Pemasaran |
| Divisions: | Fakultas Ekonomi > Manajemen |
| Depositing User: | Editor UAJY |
| Date Deposited: | 04 May 2018 09:16 |
| Last Modified: | 04 May 2018 09:16 |
| URI: | http://e-journal.uajy.ac.id/id/eprint/14621 |
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