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Service recovery in low contact context: an empirical study

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  • Anirban Chakraborty

Abstract

Using archival data, this study, in the context of service failure in low contact situations, empirically investigates the dynamics of the three dimensions of justice in achieving customer satisfaction with the service recovery effort and moderating role of length of relationship the customer with the service provider on the exhibited exit behaviour. Distributive justice was found to have the most profound impact on satisfaction with the recovery effort. The length of the customer's relationship with the firm was found to moderate the linkage between (dis)satisfaction with the recovery effort and customer exit behaviour. The findings of the study indicate strategic implications for service firms to design and execute their service recovery efforts optimally.

Suggested Citation

  • Anirban Chakraborty, 2020. "Service recovery in low contact context: an empirical study," International Journal of Indian Culture and Business Management, Inderscience Enterprises Ltd, vol. 21(2), pages 262-278.
    • Handle: RePEc:ids:ijicbm:v:21:y:2020:i:2:p:262-278
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