Relationships of Perceived Justice to Service Recovery, Service Failure Attributions, Recovery Satisfaction, and Loyalty in the Context of Airline Travelers

Title
Relationships of Perceived Justice to Service Recovery, Service Failure Attributions, Recovery Satisfaction, and Loyalty in the Context of Airline Travelers
Author
현성협
Keywords
customer loyalty; airline travelers; stability; service recovery; recovery satisfaction; perceived justice; controllability
Issue Date
2015-03
Publisher
ROUTLEDGE JOURNALS
Citation
ASIA PACIFIC JOURNAL OF TOURISM RESEARCH, v. 20, NO 3, Page. 239-262
Abstract
This study examines the relationships between perceived justice with service recovery (distributive, procedural, interactional, and informational), failure attributions (stability and controllability), recovery satisfaction, and loyalty. We collected data on perceived justice, failure attribution, recovery satisfaction, and customer loyalty through a survey of 263 airline passengers in Malaysia who experienced a service failure and subsequently a service recovery within the past year. The results reveal a significant relationship between perceived justice and recovery satisfaction in terms of distributive, procedural, and interactional justice. Recovery satisfaction had a significant effect on customer loyalty. The inclusion of failure attributions of stability and controllability as moderators indicates that both stability and controllability moderated the relationship between perceived justice and recovery satisfaction in terms of procedural, interactional, and informational justice, implying that the lower the stability and controllability of service failure, the stronger the positive relationship between procedural and informational justice and recovery satisfaction. These results have important implications for marketing theory and management.
URI
http://www.tandfonline.com/doi/abs/10.1080/10941665.2014.889028http://hdl.handle.net/20.500.11754/22639
ISSN
1094-1665; 1741-6507
DOI
10.1080/10941665.2014.889028
Appears in Collections:
COLLEGE OF SOCIAL SCIENCES[S](사회과학대학) > TOURISM(관광학부) > Articles
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