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

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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.

Keywords:complaints, satisfaction, service recovery, justice theory, positive WOM, repurchase intentions
Work type:Article (dk_c)
Typology:1.01 - Original Scientific Article
Organization:EF - School of Economics and Business
Publication status in journal:Published
Article version:Postprint, final article version, accepted into publication
Number of pages:Str. 10-43
Numbering:Vol. 26, iss. 1
ISSN on article:0949-6181
DOI:10.5771/0949-6181-2021-1-10 This link opens in a new window
COBISS.SI-ID:57475587 This link opens in a new window
Publication date in RUL:28.04.2021
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Record is a part of a journal

Title:Journal of East European management studies
Shortened title:J. East Eur. manag. stud.
COBISS.SI-ID:697875 This link opens in a new window

Secondary language

Keywords:postsocialistične dežele, post-tranzicija, trženje, potrošnik, zadovoljstvo


Funder:ARRS - Agencija za raziskovalno dejavnost Republike Slovenije (ARRS)
Project number:P5-0128
Name:Izzivi vključujočega in trajnostnega razvoja v prevladujoči paradigmi ekonomskih in poslovnih znanosti

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