Abstract
The purpose of this study was to explore the relationship of failure attributions (stability and controllability) and service recovery justice (i.e. distributive justice, interactional justice, and procedural justice) to recovery satisfaction and the moderating relationship of service recovery justice on the link between failure attributions and recovery satisfaction in the context of airline. Data were gathered by means of a survey from airline passengers who experienced a service failure and subsequently a service recovery within the past year. The findings of this study suggest that stability and controllability have a negative relationship with recovery satisfaction. The results also indicate that distributive and procedural justices have a positive relationship with recovery satisfaction. Additionally, the results found that among service recovery justice dimensions, only distributive and procedural justice moderate the relationship between stability and recovery satisfaction. Moreover, only procedural satisfaction moderates the relationship between controllability and recovery satisfaction. Managerial implications of these findings are briefly discussed.
| Original language | English |
|---|---|
| Pages (from-to) | 232-254 |
| Number of pages | 23 |
| Journal | Scandinavian Journal of Hospitality and Tourism |
| Volume | 12 |
| Issue number | 3 |
| DOIs | |
| Publication status | Published - Oct 2012 |
| Externally published | Yes |
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The Relationship of Service Failure Attributions, Service Recovery Justice and Recovery Satisfaction in the Context of Airlines. / Nikbin, Davoud; Ismail, Ishak; Marimuthu, Malliga; Salarzehi, Habibollah.
In: Scandinavian Journal of Hospitality and Tourism, Vol. 12, No. 3, 10.2012, p. 232-254.Research output: Contribution to journal › Article › Research › peer-review
TY - JOUR
T1 - The Relationship of Service Failure Attributions, Service Recovery Justice and Recovery Satisfaction in the Context of Airlines
AU - Nikbin, Davoud
AU - Ismail, Ishak
AU - Marimuthu, Malliga
AU - Salarzehi, Habibollah
PY - 2012/10
Y1 - 2012/10
N2 - The purpose of this study was to explore the relationship of failure attributions (stability and controllability) and service recovery justice (i.e. distributive justice, interactional justice, and procedural justice) to recovery satisfaction and the moderating relationship of service recovery justice on the link between failure attributions and recovery satisfaction in the context of airline. Data were gathered by means of a survey from airline passengers who experienced a service failure and subsequently a service recovery within the past year. The findings of this study suggest that stability and controllability have a negative relationship with recovery satisfaction. The results also indicate that distributive and procedural justices have a positive relationship with recovery satisfaction. Additionally, the results found that among service recovery justice dimensions, only distributive and procedural justice moderate the relationship between stability and recovery satisfaction. Moreover, only procedural satisfaction moderates the relationship between controllability and recovery satisfaction. Managerial implications of these findings are briefly discussed.
AB - The purpose of this study was to explore the relationship of failure attributions (stability and controllability) and service recovery justice (i.e. distributive justice, interactional justice, and procedural justice) to recovery satisfaction and the moderating relationship of service recovery justice on the link between failure attributions and recovery satisfaction in the context of airline. Data were gathered by means of a survey from airline passengers who experienced a service failure and subsequently a service recovery within the past year. The findings of this study suggest that stability and controllability have a negative relationship with recovery satisfaction. The results also indicate that distributive and procedural justices have a positive relationship with recovery satisfaction. Additionally, the results found that among service recovery justice dimensions, only distributive and procedural justice moderate the relationship between stability and recovery satisfaction. Moreover, only procedural satisfaction moderates the relationship between controllability and recovery satisfaction. Managerial implications of these findings are briefly discussed.
KW - failure attributions
KW - recovery satisfaction
KW - service failure
KW - service recovery justice
UR - http://www.scopus.com/inward/record.url?scp=84867635365&partnerID=8YFLogxK
U2 - 10.1080/15022250.2012.724923
DO - 10.1080/15022250.2012.724923
M3 - Article
VL - 12
SP - 232
EP - 254
JO - Scandinavian Journal of Hospitality and Tourism
JF - Scandinavian Journal of Hospitality and Tourism
SN - 1502-2250
IS - 3
ER -