Application of Fairness Theory to Service Failures and Service Recovery

By Janet R. Mccoll-Kennedy, B. Sparks. 2003

679 citations recorded by the source corpus.

Subfields: Marketing, Organizational Behavior and Human Resource Management, Sociology and Political Science

View Paper: https://www.semanticscholar.org/paper/3869c74846b073fe7b9adb71971c16b6f287f5d1

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Citations in the corpus

From bad to worse (2012, background): “McColl-Kennedy and Sparks (2003) found that if a service failure occurred without reasonable attempts to immediately recover, customers experienced anger and frustration.”
The relationship of service failure severity, service recovery justice and perceived switching costs with customer loyalty in the context of e-tailing (2011, background): “…justice can be defined as the ustomer’s assessment of the fairness of the way in which service ailures are handled from three different perspectives: distributive ustice, procedural justice, and interactional justice (Blodgett, Hilll, Tax, 1997; Ha & Jang, 2009; McColl-Kennedy & Sparks, 2003).”
Causes and consequences of emotions on consumer behaviour: A review and integrative cognitive appraisal theory (2007, background): “Fairness is highly correlated with agency, so its inclusion may not be required to enhance empirical value (but see McColl-Kennedy and Sparks, 2003”
The role of personality characteristics and service failure severity in consumer forgiveness and service outcomes (2012, background): “Customers respond to this imbalance by deploying various resources and strategies to readjust their position in order to manage or mitigate the negative effects of the encounter (Luce, 1998; McColl-Kennedy & Sparks, 2003).”
First Step in Social Media: Measuring the Influence of Online Management Responses on Customer Satisfaction (2014, background): “In the context of online management responses, customers assess the level of injustices in the service failures and form an expectation with regard to the likelihood of receiving management responses (Mccoll-Kennedy and Sparks 2003, Miller et al. 2000).”
Appraisal Determinants of Tourist Emotional Responses (2012, background): “…appraisal theories in identifying the antecedents of consumption emotions and its effects on postconsumption evaluations (e.g., Stephens and Gwinner 1998; Bagozzi, Gopinath, and Nyer 1999; Dubé and Menon 2000; McColl-Kennedy and Sparks 2003; Johnson and Stewart 2005; Watson and Spence 2007).”
Organizational justice: New insights from behavioural ethics (2013, background): “While a growing number of articles show support for fairness theory (e.g. Gilliland et al., 2001; Kahn et al., 2013; McColl-Kennedy and Sparks, 2003), explicit empirical testing of this model is still relatively limited and more research is needed.”
Negative Reviews, Positive Impact: Consumer Empathetic Responding to Unfair Word of Mouth (2020, background): “…Hocutt, Chakraborty, and Mowen 1997; Smith, Bolton, and Wagner 1999), processes and procedures (procedural justice; Leventhal 1980; McColl-Kennedy and Sparks 2003), and customer treatment (interactional justice; Clemmer 1993; Sparks and McColl-Kennedy 2001), can all influence…”
Satisfaction and post-purchase intentions with service recovery of online shopping websites: Perspectives on perceived justice and emotions (2012, background): “…that perceived justice is identified as a key cognitive influence in the formation of subsequent customer satisfaction and post-purchase intentions in service recovery situations (del Río-Lanza, Vázquez-Casielles, & Díaz-Martín, 2009; Ha & Jang, 2009; McColl-Kennedy & Sparks, 2003; Schoefer, 2008).”
Modeling Roles of Service Recovery Strategy: A Relationship-Focused View (2005, background): “…accountability (who to blame) and counterfactual thinking (what could and should have occurred and how it would have felt) play central roles in 486 JOURNAL OF HOSPITALITY & TOURISM RESEARCH assessing perception of fairness in service failure and recovery situations (McColl-Kennedy & Sparks, 2003).”
The impact of customer participation and service expectation on Locus attributions following service failure (2004, background): “Recent research has pointed to the importance of considering the emotional response triggered by a service failure ( McColl-Kennedy and Sparks, 2003”