20.500.12556/RUL-126566 Perceived justice and service recovery satisfaction in a post-transition economy This paper aims to improve the understanding of outcomes of service recovery in a post-transition context by examining the relationships between four dimensions of perceived justiceand service recovery satisfaction (SRS), positive word of mouth (PWOM) and repurchase intentions. Results from a survey of 217 Slovenian telecommunications customers with actualrecovery experiences reveal that distributive, informational and interpersonal (but not procedural) justice are positively related to SRS, which acts as a mediator between these three justice dimensions and repurchase intentions and PWOM. Further analysis indicates that duration of customer-firm relationship negatively moderates the link between interpersonal justiceand SRS. These findings provide a theoretical explanation of inconsistent findings in previousstudies regarding the importance of interactional justice. For managers, our findings indicatethat service providers should always pay attention to providing fair compensation, truthful information and fair interpersonal treatment to complainants, while the interpersonal treatmentduring service recovery matters even more to customers whose relationships with the providerare in the development phase. complaints satisfaction service recovery justice theory positive WOM repurchase intentions postsocialistične dežele post-tranzicija trženje potrošnik zadovoljstvo true false true Angleški jezik Slovenski jezik Članek v reviji 2021-04-28 08:29:29 2021-04-28 08:49:16 2022-09-06 03:48:15 0000-00-00 00:00:00 2021 0 0 Str. 10-43 iss. 1 Vol. 26 2021 0000-00-00 PostprintKoncna Objavljeno NiDoloceno 0000-00-00 0000-00-00 0000-00-00 2022-04-01 339.138 0949-6181 10.5771/0949-6181-2021-1-10 57475587 RAZ_Gidakovic_Petar_2021.pdf RAZ_Gidakovic_Petar_2021.pdf 1 1844D8E4C1FB2474D0C78E6868F821A0 4ea172e612205dea6ee0ca8fb856bd7100bd8a226236eba7326fe6a1fc07dfa1 25c655e0-a7ec-11eb-a523-00155dcfd717 https://repozitorij.uni-lj.si/Dokument.php?lang=slv&id=142555 https://www.nomos-elibrary.de/10.5771/0949-6181-2021-1-10/perceived-justice-and-service-recovery-satisfaction-in-a-post-transition-economy-volume-26-2021-issue-1 0 80131c8f-a7ec-11eb-a523-00155dcfd717 https://repozitorij.uni-lj.si/Dokument.php?lang=slv&id=142557 Ekonomska fakulteta 0 0 0