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The relationship between informational justice, recovery satisfaction, and loyalty: the moderating role of failure attributions

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  • Davoud Nikbin
  • Ishak Ismail
  • Malliga Marimuthu

Abstract

The purpose of this study is to explore the relationship between informational justice, recovery satisfaction, and customer loyalty, as well as the moderating role of failure attributions, concerning the link between informational justice and recovery satisfaction. Data were gathered by means of survey from airline passengers who experienced a failure and, subsequently, a recovery within the past 1 year. The current study extends previous research by incorporating informational justice, as well as investigating the impact of stability and controllability attributions, within the existing framework of customers’ post-recovery evaluations. The results of this study found that failure attributions (stability, the frequency of failures, and controllability, whether the airline is responsible for the situation) moderate the relationship between informational justice and recovery satisfaction. The findings also confirmed that there is a positive and significant relationship between recovery satisfaction and loyalty. Copyright Springer-Verlag 2013

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  • Davoud Nikbin & Ishak Ismail & Malliga Marimuthu, 2013. "The relationship between informational justice, recovery satisfaction, and loyalty: the moderating role of failure attributions," Service Business, Springer;Pan-Pacific Business Association, vol. 7(3), pages 419-435, September.
    • Handle: RePEc:spr:svcbiz:v:7:y:2013:i:3:p:419-435
    DOI: 10.1007/s11628-012-0169-3
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    References listed on IDEAS

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    Cited by:

    1. Fan-Yun Pai & Tsu-Ming Yeh & Liang-Yu Lin, 2018. "Relationship Level and Customer Response to Service Recovery," Social Indicators Research: An International and Interdisciplinary Journal for Quality-of-Life Measurement, Springer, vol. 140(3), pages 1301-1319, December.
    2. Phimai Nuansi & Piya Ngamcharoenmongkol, 2021. "Proactive Complaint Management: Effects of Customer Voice Initiation on Perceived Justices, Satisfaction, and Negative Word-of-Mouth," SAGE Open, , vol. 11(3), pages 21582440211, September.
    3. Gidaković, Petar & Čater, Barbara, 2021. "Perceived justice and service recovery satisfaction in a post-transition economy," Journal of East European Management Studies, Nomos Verlagsgesellschaft mbH & Co. KG, vol. 26(1), pages 10-43.
    4. Jesús Cambra-Fierro & Iguácel Melero-Polo & F. Javier Sese, 2016. "Can complaint-handling efforts promote customer engagement?," Service Business, Springer;Pan-Pacific Business Association, vol. 10(4), pages 847-866, December.
    5. Changhee Kim & Hongsuk Yang & Soo Wook Kim, 2018. "Optimal baggage sorting rule to reduce waiting time in baggage claim," Service Business, Springer;Pan-Pacific Business Association, vol. 12(2), pages 435-451, June.
    6. Oznur Ozkan Tektas, 2017. "Perceived justice and post-recovery satisfaction in banking service failures: Do commitment types matter?," Service Business, Springer;Pan-Pacific Business Association, vol. 11(4), pages 851-870, December.
    7. Jesús Cambra-Fierro & Iguácel Melero-Polo & Javier Sese, 2015. "Does the nature of the relationship really matter? An analysis of the roles of loyalty and involvement in service recovery processes," Service Business, Springer;Pan-Pacific Business Association, vol. 9(2), pages 297-320, June.
    8. Rodolfo Vázquez-Casielles & Víctor Iglesias & Concepción Varela-Neira, 2017. "Co-creation and service recovery process communication: effects on satisfaction, repurchase intentions, and word of mouth," Service Business, Springer;Pan-Pacific Business Association, vol. 11(2), pages 321-343, June.
    9. Azzam Rifi & Rania B. Mostafa, 2022. "Brand credibility and customer-based brand equity: a service recovery perspective," Journal of Financial Services Marketing, Palgrave Macmillan, vol. 27(1), pages 1-16, March.
    10. WeiWei Chen & Hsiao-Ching Lee, 2018. "How to explain service failure? Impacts of justifications," Service Business, Springer;Pan-Pacific Business Association, vol. 12(2), pages 331-356, June.
    11. Gohary, Ali & Hamzelu, Bahman & Alizadeh, Hamid, 2016. "Please explain why it happened! How perceived justice and customer involvement affect post co-recovery evaluations: A study of Iranian online shoppers," Journal of Retailing and Consumer Services, Elsevier, vol. 31(C), pages 127-142.

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