The relationship between informational justice, recovery satisfaction, and loyalty

The moderating role of failure attributions

Davoud Nikbin, Ishak Ismail, Malliga Marimuthu

Research output: Contribution to journalArticleResearchpeer-review

12 Downloads (Pure)

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 languageEnglish
Pages (from-to)419-435
Number of pages17
JournalService Business
Volume7
Issue number3
DOIs
Publication statusPublished - Sep 2013
Externally publishedYes

Fingerprint

Loyalty
Informational justice
Attribution
Controllability
Airlines
Evaluation
Customer loyalty

Cite this

Nikbin, Davoud ; Ismail, Ishak ; Marimuthu, Malliga. / The relationship between informational justice, recovery satisfaction, and loyalty : The moderating role of failure attributions. In: Service Business. 2013 ; Vol. 7, No. 3. pp. 419-435.
@article{a942a6734a4c4ebd99721dcad04d970d,
title = "The relationship between informational justice, recovery satisfaction, and loyalty: The moderating role of failure attributions",
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.",
keywords = "Controllability, Informational justice, Loyalty, Recovery satisfaction, Service failure, Stability",
author = "Davoud Nikbin and Ishak Ismail and Malliga Marimuthu",
year = "2013",
month = "9",
doi = "10.1007/s11628-012-0169-3",
language = "English",
volume = "7",
pages = "419--435",
journal = "Service Business",
issn = "1862-8508",
publisher = "Springer-Verlag London Ltd.",
number = "3",

}

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 journalArticleResearchpeer-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 -