Satisfaction with service recovery: Perceived justice and emotional responses

By Ana Belén del Río-Lanza, Rodolfo Vazquez-Casielles, Ana M. Díaz-Martín. 2009

519 citations recorded by the source corpus.

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).

Subfields: Marketing, Organizational Behavior and Human Resource Management

View Paper: https://www.semanticscholar.org/paper/945a2f28d73859a88d66a42a186cc67c6b0971a4

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In Organizational Behavior and Human Resource Management

Citations in the corpus

A Meta-Analysis of Organizational Complaint Handling and Customer Responses (2011, background): “…and Dı́az-Martı́n (2009) and Schoefer (2008) consider emotions as antecedents of post-complaint Gelbrich and Roschk 25 satisfaction, whereas DeWitt, Nguyen, and Marshall (2008) and Chebat and Slusarczyk (2005) use emotions, in lieu of post-complaint satisfaction, as mediators…”
Examine the cognitive and affective antecedents to service recovery satisfaction: A field study of delayed airline passengers (2013, background): “Only a few recent studies examined the effects of both cognitive and affective elements on satisfaction and post complaint behaviors in service recovery contexts (Schoefer and Ennew, 2005; Chebat and Slusarczyk, 2005; Rı́o-Lanza et al., 2009).”
Asymmetric effects of customer emotions on satisfaction and loyalty in a utilitarian service context (2017, background): “Emotions therefore appear to play some role in services designed to fulfill largely utilitarian needs (Del Río-Lanza et al., 2009; Dubé & Morgan, 1998; Haj-Salem & Chebat, 2014).”