Open Science Slovenia
New in RUL
Perceived justice and service recovery satisfaction in a post-transition economy
PDF - Presentation file. The content of the document unavailable until 01.04.2022.
URL - Presentation file, Visit
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.
1.01 - Original Scientific Article
EF - School of Economics and Business
Number of pages:
Vol. 26, iss. 1
ISSN on article:
Voting is allowed only to
Cite this work
Record is a part of a journal
Journal of East European management studies
J. East Eur. manag. stud.
Document is financed by a project
ARRS - Agencija za raziskovalno dejavnost Republike Slovenije (ARRS)
Izzivi vključujočega in trajnostnega razvoja v prevladujoči paradigmi ekonomskih in poslovnih znanosti
Similar works from RUL:
Similar works from other Slovenian collections:
You have to
to leave a comment.
0 - 0 / 0
There are no comments!