Effect of service recovery on customers’ perceived justice,satisfaction, and word-of-mouth intentions on online shopping websites |
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Institution: | 1. Fundação Dom Cabral, Av. Princesa Diana, 760, Alphaville, Lagoa dos Ingleses, 34000-000 Nova Lima, MG, Brazil;2. Saint Louis University, John Cook School of Business, 3674 Lindell Blvd., St. Louis, MO 63108, USA;3. University of Alabama, 331 Bidgood Hall, Tuscaloosa, AL 35487-0225, USA;4. Federal University of Minas Gerais, Av. Pres. Antônio Carlos, 6627, 31270-901 Belo Horizonte, MG, Brazil |
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Abstract: | As consumers become better informed and more demanding about their purchase of services, service provider's failure to satisfy all consumers during delivery of service is unavoidable. Consequently, to alleviate consumer dissatisfaction that results from service failure has become important. However, empirical consensus has been lacking on the effects of various service recovery activities. Thus, this study examines the impact of different types of service recovery on customers’ perceptions of justice, post-recovery satisfaction, and word-of-mouth (WOM) intentions. The results indicated that consumers’ perceptions of distributive and interactional justice differ by the types of service recovery and supported significant relationships among perceptions of justice, satisfaction, and WOM intentions. The results implied that consumers respond differently to different types of service recovery and that consumers particularly favor apology among types of service recovery. |
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Keywords: | Service recovery Perceived justice Satisfaction |
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