Record Details

Justice Strategy Options for Increased Customer Value in a Services Recovery Setting

International Journal of Business and Information

View Archive Info
 
 
Field Value
 
Title Justice Strategy Options for Increased Customer Value in a Services Recovery Setting
 
Creator Chang, Hong-Sheng
Ho, Jui-Lin
Tseng, Chien-Ming
 
Description This study elucidates the structural relationships among service recovery, perceived justice, and customer emotional, social, and functional value, and explores the modulating effect of this structural relationship. Samples were collected using questionnaires assessed for investigative reliability and validity. The authors then used the LISREL statistical approach to analyze the foregoing data, based on the consumers’ perspective. The findings are as follows. First, perceived justice is positively affected by service recovery. Second, psychological service recovery positively influences interactive and procedural justice. Third, tangible service recovery positively affects distributive justice. Fourth, customer value is affected by perceived justice. Fifth, interactive justice influences emotional value. Sixth, procedural justice affects social value. And, seventh, distributive justice influences functional value. Exact service failure categories and attribution were found to be modulating variables between service recovery and perceived justice. In practice, hotel managers can optimize investment in refining the service recovery strategies to increase customer value.
 
Publisher International Business Academics Consortium
 
Date 2015-11-12
 
Type info:eu-repo/semantics/article
info:eu-repo/semantics/publishedVersion
Peer-reviewed Article
 
Format application/pdf
 
Identifier https://ijbi.org/ijbi/article/view/21
 
Source International Journal of Business and Information; Vol 2 No 2 (2007)
2520-0151
1728-8673
 
Language eng
 
Relation https://ijbi.org/ijbi/article/view/21/23
 
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