Balancing the scales: recovering from service failures depends on the psychological distance of consumers |
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Authors: | Yuan-shuh Lii Anurag Pant |
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Affiliation: | 1. Department of Marketing , Feng Chia University , 100 Wenhwa Road, Seatwen, Taichung , 407 , Taiwan, Republic of China;2. School of Business and Economics , Indiana University South Bend , 1700 Mishawaka Avenue, South Bend, 46615 , USA |
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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. |
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Keywords: | service recovery perceived justice customer attitude psychological distance |
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