The effects of perceived justice and experience on service recovery satisfaction and post-purchase behaviours in the airline industry
by Fan-Yun Pai
International Journal of Services and Operations Management (IJSOM), Vol. 21, No. 2, 2015

Abstract: Customers tend to measure the fairness of the service recovery provided by businesses and such evaluations can vary based on different customer experiences. While both perceived justice and consumer experiences play critical roles in service recovery, few studies discuss the effects of the second of these. This study thus examines the effects of perceived justice and consumer experiences on service recovery satisfaction. The results show that perceived justice significantly influences service recovery satisfaction. Moreover, a consumer experience has moderating effects between distributive and interactive justice and service recovery satisfaction. The high consumer experiences group examined in this work paid more attention to factual compensation, while the low consumer experiences group emphasised high interactive justice behaviours. Finally, service recovery satisfaction could reduce negative word-of-mouth and enhance repurchase intention. It is anticipated that the results of this work could help businesses to limit the damage due to service failures by engaging in appropriate service recovery actions and thus prevent negative experiences from spreading and further promote repurchase intention.

Online publication date: Thu, 14-May-2015

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