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

Gidaković, Petar (avtor), Čater, Barbara (avtor)

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
• Tipologija: 1.01 - Izvirni znanstveni članek
• Organizacija: EF - Ekonomska fakulteta
• Status publikacije: Objavljeno
• Različica publikacije: Recenzirani rokopis
• Leto izida: 2021
• Št. strani: Str. 10-43
• Številčenje: Vol. 26, iss. 1
• PID: 20.500.12556/RUL-126566
• UDK: 339.138
• ISSN pri članku: 0949-6181
• DOI: 10.5771/0949-6181-2021-1-10
• COBISS.SI-ID: 57475587
• Datum objave v RUL: 28.04.2021

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

Sekundarni jezik

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

Projekti

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