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Balancing the scales: recovering from service failures depends on the psychological distance of consumers

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  • Yuan-shuh Lii
  • Anurag Pant
  • Monle Lee

Abstract

The purpose of this research is to enhance knowledge about service recovery by investigating the feelings of psychological distance in the relationship between customers' perceptions of service recovery efforts of the perceived justice dimensions (distributive, procedural, and interactional justice) and attitudinal responses such as satisfaction with service recovery effort and trust in the firm. The results of structural equation modelling analyses suggested that consumers who had positive justice perceptions were likely to exhibit positive attitudinal responses. Consequently, the positive attitudinal responses generated positive word-of-mouth intention about their experiences and encouraged them to continue the service.

Suggested Citation

  • Yuan-shuh Lii & Anurag Pant & Monle Lee, 2011. "Balancing the scales: recovering from service failures depends on the psychological distance of consumers," The Service Industries Journal, Taylor & Francis Journals, vol. 32(11), pages 1775-1790, March.
  • Handle: RePEc:taf:servic:v:32:y:2011:i:11:p:1775-1790
    DOI: 10.1080/02642069.2011.575130
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