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 journalArticle

    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

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