Abstract
The purpose of this study is to explore the relationship between informational justice, recovery satisfaction, and customer loyalty, as well as the moderating role of failure attributions, concerning the link between informational justice and recovery satisfaction. Data were gathered by means of survey from airline passengers who experienced a failure and, subsequently, a recovery within the past 1 year. The current study extends previous research by incorporating informational justice, as well as investigating the impact of stability and controllability attributions, within the existing framework of customers' post-recovery evaluations. The results of this study found that failure attributions (stability, the frequency of failures, and controllability, whether the airline is responsible for the situation) moderate the relationship between informational justice and recovery satisfaction. The findings also confirmed that there is a positive and significant relationship between recovery satisfaction and loyalty.
| Original language | English |
|---|---|
| Pages (from-to) | 419-435 |
| Number of pages | 17 |
| Journal | Service Business |
| Volume | 7 |
| Issue number | 3 |
| DOIs | |
| Publication status | Published - Sep 2013 |
| Externally published | Yes |
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The relationship between informational justice, recovery satisfaction, and loyalty : The moderating role of failure attributions. / Nikbin, Davoud; Ismail, Ishak; Marimuthu, Malliga.
In: Service Business, Vol. 7, No. 3, 09.2013, p. 419-435.Research output: Contribution to journal › Article › Research › peer-review
TY - JOUR
T1 - The relationship between informational justice, recovery satisfaction, and loyalty
T2 - The moderating role of failure attributions
AU - Nikbin, Davoud
AU - Ismail, Ishak
AU - Marimuthu, Malliga
PY - 2013/9
Y1 - 2013/9
N2 - The purpose of this study is to explore the relationship between informational justice, recovery satisfaction, and customer loyalty, as well as the moderating role of failure attributions, concerning the link between informational justice and recovery satisfaction. Data were gathered by means of survey from airline passengers who experienced a failure and, subsequently, a recovery within the past 1 year. The current study extends previous research by incorporating informational justice, as well as investigating the impact of stability and controllability attributions, within the existing framework of customers' post-recovery evaluations. The results of this study found that failure attributions (stability, the frequency of failures, and controllability, whether the airline is responsible for the situation) moderate the relationship between informational justice and recovery satisfaction. The findings also confirmed that there is a positive and significant relationship between recovery satisfaction and loyalty.
AB - The purpose of this study is to explore the relationship between informational justice, recovery satisfaction, and customer loyalty, as well as the moderating role of failure attributions, concerning the link between informational justice and recovery satisfaction. Data were gathered by means of survey from airline passengers who experienced a failure and, subsequently, a recovery within the past 1 year. The current study extends previous research by incorporating informational justice, as well as investigating the impact of stability and controllability attributions, within the existing framework of customers' post-recovery evaluations. The results of this study found that failure attributions (stability, the frequency of failures, and controllability, whether the airline is responsible for the situation) moderate the relationship between informational justice and recovery satisfaction. The findings also confirmed that there is a positive and significant relationship between recovery satisfaction and loyalty.
KW - Controllability
KW - Informational justice
KW - Loyalty
KW - Recovery satisfaction
KW - Service failure
KW - Stability
UR - http://www.scopus.com/inward/record.url?scp=84881071908&partnerID=8YFLogxK
U2 - 10.1007/s11628-012-0169-3
DO - 10.1007/s11628-012-0169-3
M3 - Article
VL - 7
SP - 419
EP - 435
JO - Service Business
JF - Service Business
SN - 1862-8508
IS - 3
ER -