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Perceived justice and recovery satisfaction: the moderating role of customer-perceived quality

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  • Jha Subhash

    () (Indian Institute of Management, Udaipur, India)

  • Balaji M.S.

    (Taylor’s University, Selangor, Malaysia)

Abstract

Recovery strategies are critical to service providers in their efforts to maintain satisfied and loyal customers. While the existing research shows that recovery satisfaction is a function of customer perception of distributive, procedural and interactional justice, the present study considers an important contextual factor - customer-perceived quality of the service provider in the evaluation of justice dimensions and satisfaction. To test the hypotheses proposed, a survey was carried out in the mobile services context. The findings reveal that customer-perceived quality affects the evaluation of justice dimensions and its outcomes. The findings reveal that while distributive justice enhances recovery satisfaction for low perceived quality services, the procedural justice resulted in greater satisfaction in high perceived quality services. Thus, by understanding the role of customer-perceived quality, service managers can deliver effective recovery strategies thereby enhancing satisfaction and loyalty.

Suggested Citation

  • 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.
  • Handle: RePEc:vrs:manmar:v:10:y:2015:i:2:p:132-147:n:4
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    References listed on IDEAS

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    1. Chebat, Jean-Charles & Slusarczyk, Witold, 2005. "How emotions mediate the effects of perceived justice on loyalty in service recovery situations: an empirical study," Journal of Business Research, Elsevier, vol. 58(5), pages 664-673, May.
    2. Maxham, James III, 2001. "Service recovery's influence on consumer satisfaction, positive word-of-mouth, and purchase intentions," Journal of Business Research, Elsevier, vol. 54(1), pages 11-24, October.
    3. repec:eee:jouret:v:84:y:2008:i:2:p:151-164 is not listed on IDEAS
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