English, Article edition: Satisfaction with service recovery: Perceived justice and emotional responses del Río-Lanza, Ana Belén; Vázquez-Casielles, Rodolfo; Díaz-Martín, Ana M

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Bookmark: http://trove.nla.gov.au/version/32445
Physical Description
  • article
Language
  • English

Edition details

Title
  • Satisfaction with service recovery: Perceived justice and emotional responses
Author
  • del Río-Lanza, Ana Belén
  • Vázquez-Casielles, Rodolfo
  • Díaz-Martín, Ana M
Physical Description
  • article
Notes
  • This study examines the relationship between perceived justice, emotions, and satisfaction during service recovery (SR). The current research work proposes a model analyzing the direct effects of justice on satisfaction, along with its indirect effects, via emotions. A field study that captures consumer perceptions of actual SR situations in the cellular-telephone sector tests the model. The paper investigates the relative effects of the dimensions of perceived justice on satisfaction and the emotions triggered by SR. Results indicate that all three justice dimensions affect satisfaction, with procedural justice showing the strongest relative influence, as well as being the only dimension affecting the emotions. Results also show that negative emotions mediate the effects of justice on satisfaction with SR (SSR).
  • Service failure Service recovery Perceived justice Emotions Consumer satisfaction
  • RePEc:eee:jbrese:v:62:y:2009:i:8:p:775-781
Language
  • English
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