Perceived justice and service recovery satisfaction in a post-transition economy

Gidaković, Petar (author), Čater, Barbara (author)

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.

• Language: English
• Keywords: complaints, satisfaction, service recovery, justice theory, positive WOM, repurchase intentions
• Work type: Article
• Typology: 1.01 - Original Scientific Article
• Organization: EF - School of Economics and Business
• Publication status: Published
• Publication version: Author Accepted Manuscript
• Year: 2021
• Number of pages: Str. 10-43
• Numbering: Vol. 26, iss. 1
• PID: 20.500.12556/RUL-126566
• UDC: 339.138
• ISSN on article: 0949-6181
• DOI: 10.5771/0949-6181-2021-1-10
• COBISS.SI-ID: 57475587
• Publication date in RUL: 28.04.2021

Record is a part of a journal

• Title: Journal of East European management studies
• Shortened title: J. East Eur. manag. stud.
• Publisher: Nomos
• ISSN: 0949-6181
• COBISS.SI-ID: 697875

Secondary language

• Language: Slovenian
• Keywords: postsocialistične dežele, post-tranzicija, trženje, potrošnik, zadovoljstvo

Projects

• Funder: ARRS - Slovenian Research Agency
• Project number: P5-0128
• Name: Izzivi vključujočega in trajnostnega razvoja v prevladujoči paradigmi ekonomskih in poslovnih znanosti