Relationships of Perceived Justice to Service Recovery, Service Failure Attributions, Recovery Satisfaction, and Loyalty in the Context of Airline Travelers

Davoud Nikbin, Malliga Marimuthu, Sunghyup Sean Hyun, Ishak Ismail

    Research output: Contribution to journalArticleResearchpeer-review

    Abstract

    This study examines the relationships between perceived justice with service recovery (distributive, procedural, interactional, and informational), failure attributions (stability and controllability), recovery satisfaction, and loyalty. We collected data on perceived justice, failure attribution, recovery satisfaction, and customer loyalty through a survey of 263 airline passengers in Malaysia who experienced a service failure and subsequently a service recovery within the past year. The results reveal a significant relationship between perceived justice and recovery satisfaction in terms of distributive, procedural, and interactional justice. Recovery satisfaction had a significant effect on customer loyalty. The inclusion of failure attributions of stability and controllability as moderators indicates that both stability and controllability moderated the relationship between perceived justice and recovery satisfaction in terms of procedural, interactional, and informational justice, implying that the lower the stability and controllability of service failure, the stronger the positive relationship between procedural and informational justice and recovery satisfaction. These results have important implications for marketing theory and management.

    Original languageEnglish
    Pages (from-to)239-262
    Number of pages24
    JournalAsia Pacific Journal of Tourism Research
    Volume20
    Issue number3
    DOIs
    Publication statusPublished - 4 Mar 2015

    Fingerprint

    loyalty
    attribution
    justice
    customer
    marketing theory
    moderator
    Travellers
    Service recovery
    Service failure
    Perceived justice
    Loyalty
    Attribution
    Airlines
    services
    Malaysia
    marketing
    inclusion
    Controllability
    Procedural justice
    management

    Cite this

    @article{b47d06d2af504832b753303047705b65,
    title = "Relationships of Perceived Justice to Service Recovery, Service Failure Attributions, Recovery Satisfaction, and Loyalty in the Context of Airline Travelers",
    abstract = "This study examines the relationships between perceived justice with service recovery (distributive, procedural, interactional, and informational), failure attributions (stability and controllability), recovery satisfaction, and loyalty. We collected data on perceived justice, failure attribution, recovery satisfaction, and customer loyalty through a survey of 263 airline passengers in Malaysia who experienced a service failure and subsequently a service recovery within the past year. The results reveal a significant relationship between perceived justice and recovery satisfaction in terms of distributive, procedural, and interactional justice. Recovery satisfaction had a significant effect on customer loyalty. The inclusion of failure attributions of stability and controllability as moderators indicates that both stability and controllability moderated the relationship between perceived justice and recovery satisfaction in terms of procedural, interactional, and informational justice, implying that the lower the stability and controllability of service failure, the stronger the positive relationship between procedural and informational justice and recovery satisfaction. These results have important implications for marketing theory and management.",
    keywords = "airline travelers, controllability, customer loyalty, perceived justice, recovery satisfaction, service recovery, stability",
    author = "Davoud Nikbin and Malliga Marimuthu and Hyun, {Sunghyup Sean} and Ishak Ismail",
    year = "2015",
    month = "3",
    day = "4",
    doi = "10.1080/10941665.2014.889028",
    language = "English",
    volume = "20",
    pages = "239--262",
    journal = "Asia Pacific Journal of Tourism Research",
    issn = "1094-1665",
    publisher = "Taylor & Francis",
    number = "3",

    }

    Relationships of Perceived Justice to Service Recovery, Service Failure Attributions, Recovery Satisfaction, and Loyalty in the Context of Airline Travelers. / Nikbin, Davoud; Marimuthu, Malliga; Hyun, Sunghyup Sean; Ismail, Ishak.

    In: Asia Pacific Journal of Tourism Research, Vol. 20, No. 3, 04.03.2015, p. 239-262.

    Research output: Contribution to journalArticleResearchpeer-review

    TY - JOUR

    T1 - Relationships of Perceived Justice to Service Recovery, Service Failure Attributions, Recovery Satisfaction, and Loyalty in the Context of Airline Travelers

    AU - Nikbin, Davoud

    AU - Marimuthu, Malliga

    AU - Hyun, Sunghyup Sean

    AU - Ismail, Ishak

    PY - 2015/3/4

    Y1 - 2015/3/4

    N2 - This study examines the relationships between perceived justice with service recovery (distributive, procedural, interactional, and informational), failure attributions (stability and controllability), recovery satisfaction, and loyalty. We collected data on perceived justice, failure attribution, recovery satisfaction, and customer loyalty through a survey of 263 airline passengers in Malaysia who experienced a service failure and subsequently a service recovery within the past year. The results reveal a significant relationship between perceived justice and recovery satisfaction in terms of distributive, procedural, and interactional justice. Recovery satisfaction had a significant effect on customer loyalty. The inclusion of failure attributions of stability and controllability as moderators indicates that both stability and controllability moderated the relationship between perceived justice and recovery satisfaction in terms of procedural, interactional, and informational justice, implying that the lower the stability and controllability of service failure, the stronger the positive relationship between procedural and informational justice and recovery satisfaction. These results have important implications for marketing theory and management.

    AB - This study examines the relationships between perceived justice with service recovery (distributive, procedural, interactional, and informational), failure attributions (stability and controllability), recovery satisfaction, and loyalty. We collected data on perceived justice, failure attribution, recovery satisfaction, and customer loyalty through a survey of 263 airline passengers in Malaysia who experienced a service failure and subsequently a service recovery within the past year. The results reveal a significant relationship between perceived justice and recovery satisfaction in terms of distributive, procedural, and interactional justice. Recovery satisfaction had a significant effect on customer loyalty. The inclusion of failure attributions of stability and controllability as moderators indicates that both stability and controllability moderated the relationship between perceived justice and recovery satisfaction in terms of procedural, interactional, and informational justice, implying that the lower the stability and controllability of service failure, the stronger the positive relationship between procedural and informational justice and recovery satisfaction. These results have important implications for marketing theory and management.

    KW - airline travelers

    KW - controllability

    KW - customer loyalty

    KW - perceived justice

    KW - recovery satisfaction

    KW - service recovery

    KW - stability

    UR - http://www.scopus.com/inward/record.url?scp=84924504158&partnerID=8YFLogxK

    U2 - 10.1080/10941665.2014.889028

    DO - 10.1080/10941665.2014.889028

    M3 - Article

    VL - 20

    SP - 239

    EP - 262

    JO - Asia Pacific Journal of Tourism Research

    JF - Asia Pacific Journal of Tourism Research

    SN - 1094-1665

    IS - 3

    ER -