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Making Sense of Service Recovery in Higher Education Institutions: Exploring the Relationship between Perceived Justice and Recovery Satisfaction

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  • Steven Kayambazinthu Msosa
  • Nkululeko Fuyane

Abstract

Purpose: This paper aims to explore the relationship between perceived justice and recovery satisfaction in higher education institutions. Design/Methodology/Approach: Responses were collected from a purposive sample of 430 full-time students across three public higher education institutions in South Africa using a self-administered questionnaire. Findings: Based on the data collected, perceived justice viz. interactional and distributive justice is found to have a significant and positive correlation with recovery satisfaction whereas procedural justice has an insignificant and positive correlation with recovery satisfaction. Practical Implications: The results of this study could prove useful to higher education institutions to ensure that fairness is provided to students during the service recovery process. Furthermore, it offers an opportunity for higher education institutional management to review policies and procedures so that they are responsive to the various needs of students. Originality/Value: This study makes the first attempt to model perceived justice and recovery satisfaction in the South African higher education sector.

Suggested Citation

  • Steven Kayambazinthu Msosa & Nkululeko Fuyane, 2020. "Making Sense of Service Recovery in Higher Education Institutions: Exploring the Relationship between Perceived Justice and Recovery Satisfaction," International Journal of Economics & Business Administration (IJEBA), International Journal of Economics & Business Administration (IJEBA), vol. 0(1), pages 340-352.
    • Handle: RePEc:ers:ijebaa:v:viii:y:2020:i:1:p:340-352
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    References listed on IDEAS

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    1. Jha Subhash & Balaji M.S., 2015. "Perceived justice and recovery satisfaction: the moderating role of customer-perceived quality," Management & Marketing, Sciendo, vol. 10(2), pages 132-147, September.
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    3. Noel Siu & Tracy Zhang & Cheuk-Ying Yau, 2013. "The Roles of Justice and Customer Satisfaction in Customer Retention: A Lesson from Service Recovery," Journal of Business Ethics, Springer, vol. 114(4), pages 675-686, June.
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    5. Lopes, Evandro Luiz & da Silva, Marcos Antonio, 2015. "The effect of justice in the history of loyalty: A study in failure recovery in the retail context," Journal of Retailing and Consumer Services, Elsevier, vol. 24(C), pages 110-120.
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    More about this item

    Keywords

    Recovery satisfaction; perceived justice; distributive justice; interactional justice; procedural justice; higher education institutions.;
    All these keywords.

    JEL classification:

    • D63 - Microeconomics - - Welfare Economics - - - Equity, Justice, Inequality, and Other Normative Criteria and Measurement
    • I23 - Health, Education, and Welfare - - Education - - - Higher Education; Research Institutions
    • I24 - Health, Education, and Welfare - - Education - - - Education and Inequality
    • M31 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Marketing

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