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Perceived justice and service recovery satisfaction in a post-transition economy
Gidaković, Petar (Avtor), Čater, Barbara (Avtor)

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URLURL - Predstavitvena datoteka, za dostop obiščite 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 Povezava se odpre v novem oknu

Izvleček
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.

Jezik:Angleški jezik
Ključne besede:complaints, satisfaction, service recovery, justice theory, positive WOM, repurchase intentions
Vrsta gradiva:Članek v reviji (dk_c)
Tipologija:1.01 - Izvirni znanstveni članek
Organizacija:EF - Ekonomska fakulteta
Leto izida:2021
Št. strani:Str. 10-43
Številčenje:Vol. 26, iss. 1
UDK:339.138
ISSN pri članku:0949-6181
DOI:10.5771/0949-6181-2021-1-10 Povezava se odpre v novem oknu
COBISS.SI-ID:57475587 Povezava se odpre v novem oknu
Število ogledov:120
Število prenosov:40
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Gradivo je del revije

Naslov:Journal of East European management studies
Skrajšan naslov:J. East Eur. manag. stud.
Založnik:Nomos
ISSN:0949-6181
COBISS.SI-ID:697875 Povezava se odpre v novem oknu

Gradivo je financirano iz projekta

Financer:ARRS - Agencija za raziskovalno dejavnost Republike Slovenije (ARRS)
Številka projekta:P5-0128
Naslov:Izzivi vključujočega in trajnostnega razvoja v prevladujoči paradigmi ekonomskih in poslovnih znanosti

Sekundarni jezik

Jezik:Slovenski jezik
Ključne besede:postsocialistične dežele, post-tranzicija, trženje, potrošnik, zadovoljstvo

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