la satisfaction
Journal of Business Research 62 (2009) 775–781
Contents lists available at ScienceDirect
Journal of Business Research
Satisfaction with service recovery: Perceived justice and emotional responses
Ana Belén del Río-Lanza a,⁎, Rodolfo Vázquez-Casielles a, Ana Ma Díaz-Martín b
a Universidad de Oviedo, Spain b Universidad Autónoma de Madrid, Spain
a r t i c l e i n f o
Article history:
Received 1 November 2006
Received in revised form 1 April 2008
Accepted 1 September 2008
Keywords: Service failure Service recovery Perceived justice Emotions
Consumer satisfaction a b s t r a c t
This study examines the relationship between perceived justice, emotions, and satisfaction during service recovery (SR). The current research work proposes a model analyzing the direct effects of justice on satisfaction, along with its indirect effects, via emotions. A field study that captures consumer perceptions of actual SR situations in the cellular-telephone sector tests the model. The paper investigates the relative effects of the dimensions of perceived justice on satisfaction and the emotions triggered by SR. Results indicate that all three justice dimensions affect satisfaction, with procedural justice showing the strongest relative influence, as well as being the only dimension affecting the emotions. Results also show that negative emotions mediate the effects of justice on satisfaction with SR (SSR).
© 2008 Elsevier Inc. All rights reserved.
1. Introduction
Factors outside the individual organization 's control influence the production and delivery of services. Many services are heavily people- based, possibly requiring various interactions with the consumers and/or the coordination of different service providers. As a result, the quality of service delivery depends often on the attitude and behavior of front-line employees, the expectations of customers, and
Contents lists available at ScienceDirect
Journal of Business Research
Satisfaction with service recovery: Perceived justice and emotional responses
Ana Belén del Río-Lanza a,⁎, Rodolfo Vázquez-Casielles a, Ana Ma Díaz-Martín b
a Universidad de Oviedo, Spain b Universidad Autónoma de Madrid, Spain
a r t i c l e i n f o
Article history:
Received 1 November 2006
Received in revised form 1 April 2008
Accepted 1 September 2008
Keywords: Service failure Service recovery Perceived justice Emotions
Consumer satisfaction a b s t r a c t
This study examines the relationship between perceived justice, emotions, and satisfaction during service recovery (SR). The current research work proposes a model analyzing the direct effects of justice on satisfaction, along with its indirect effects, via emotions. A field study that captures consumer perceptions of actual SR situations in the cellular-telephone sector tests the model. The paper investigates the relative effects of the dimensions of perceived justice on satisfaction and the emotions triggered by SR. Results indicate that all three justice dimensions affect satisfaction, with procedural justice showing the strongest relative influence, as well as being the only dimension affecting the emotions. Results also show that negative emotions mediate the effects of justice on satisfaction with SR (SSR).
© 2008 Elsevier Inc. All rights reserved.
1. Introduction
Factors outside the individual organization 's control influence the production and delivery of services. Many services are heavily people- based, possibly requiring various interactions with the consumers and/or the coordination of different service providers. As a result, the quality of service delivery depends often on the attitude and behavior of front-line employees, the expectations of customers, and
References: IDATE DigiWorld. 2007; www.enter.es/informes_enter/documentos_enter_idate/digi- world/enter_4_1.html.