Relationships of Perceived Justice to Service Recovery, Service Failure Attributions, Recovery Satisfaction, and Loyalty in the Context of Airline Travelers

References

• Ambrose, M., Hess, R. L., & Ganesan, S. (2007). The relationship between justice and attitudes: An examination of justice effects on event and system-related attitudes. Organizational Behavior and Human Decision Processes, 103(1), 21–36. doi: 10.1016/j.obhdp.2007.01.001
   Web of Science ®Google Scholar
• Bailey, D. (1994). Recovery from customer service shortfalls. Managing Service Quality, 4(6), 25–28. doi: 10.1108/09604529410074126
   Google Scholar
• Bitner, M. J. (1990). Evaluating service encounters: The effects of physical surroundings and employee responses. Journal of Marketing Research, 54(2), 69–82. doi: 10.2307/1251871
   Web of Science ®Google Scholar
• Bitner, M. J. (1993). Managing the evidence of service. In E. E. Scheuing & W. F. Christopher (Eds.), The service quality handbook (pp. 358–370). New York: American Management Association (AMACOM).
   Google Scholar
• Bitner, M. J., Booms, B. H., & Tetreault, M. S. (1990). The service encounter: Diagnosing favorable and unfavorable incidents. Journal of Marketing, 54(1), 71–84. doi: 10.2307/1252174
   Web of Science ®Google Scholar
• Blodgett, J. G., Hill, D. J., & Tax, S. S. (1997). The effects of distributive, procedural, and interactional justice on post-complaint behavior. Journal of Retailing, 73(2), 185–210. doi: 10.1016/S0022-4359(97)90003-8
   Web of Science ®Google Scholar
• Bowen, J. T., & Chen, S. L. (2001). The relationship between customer loyalty and customer satisfaction. International Journal of Contemporary Hospitality Management, 13(5), 1–7.
   Google Scholar
• Brown, J. T., Cowles, D. L., & Tuten, T. L. (1996). Service recovery: Its value and limitations as a retail strategy. International Journal of Service Industry Management, 7(5), 32–46.
   Google Scholar
• Bulman, R. J., & Wortman, C. B. (1977). Attributions of blame and coping in the “real world”: Severe accident victims react to their lot. Journal of Personality and Social Psychology, 35, 351–363. doi: 10.1037/0022-3514.35.5.351
   PubMed Web of Science ®Google Scholar
• Chebat, J. C., & Slusarczyk, W. (2005). How emotions mediate the effects of perceived justice on loyalty in service recovery situations: An empirical study. Journal of Business Research, 58(5), 664–673. doi: 10.1016/j.jbusres.2003.09.005
   Web of Science ®Google Scholar
• Choi, S., & Mattila, A. (2008). Perceived controllability and service expectations: Influences on customer reactions following service failure. Journal of Business Research, 61(1), 24–42. doi: 10.1016/j.jbusres.2006.05.006
   Web of Science ®Google Scholar
• Clemmer, E. C., & Schneider, B. (1996). Fair service. In T. A. Swartz, D. E. Bowen, & S. W. Brown (Eds.), Advances in services marketing and management (pp. 109–126). Greenwich, CT: JAI Press.
   Google Scholar
• Colquitt, J. A. (2001). On the dimensionality of organizational justice: A construct validation of a measure. Journal of Applied Psychology, 86(3), 386–400. doi: 10.1037/0021-9010.86.3.386
   PubMed Web of Science ®Google Scholar
• Colquitt, J. A., Conlon, D., Wesson, M., Porter, C., & Ng, Y. (2001). Justice at the millennium: A meta-analytic review of 25 years of organizational justice research. Journal of Applied Psychology, 86(3), 425–445. doi: 10.1037/0021-9010.86.3.425
   PubMed Web of Science ®Google Scholar
• Davidow, M. (2003). Organizational responses to customer complaints: What works and what doesn't? Journal of Service Research, 5(3), 225–250. doi: 10.1177/1094670502238917
   Google Scholar
• Diaz, B. A. C., & Ruiz, J. F. M. (2002). The consumer's reaction to delays in service. International Journal of Service Industry Management, 13(2), 118–140. doi: 10.1108/09564230210425331
   Google Scholar
• Ekiz, H. E. (2003). Organizational responses to customer complaints in hotel industry: Evidence from Northern Cyprus. (MBA thesis). Eastern Mediterranean University, Cyprus.
   Google Scholar
• Farquhar, J., & Panther, T. (2007). The more the merrier? An exploratory study into managing channels in UK retail financial services. International Review of Retail, Distribution and Consumer Research, 17(1), 43–62. doi: 10.1080/09593960601132300
   Google Scholar
• Folger, R. (1987). Reformulating the preconditions of resentment: A referent cognitions model. In J. Masters & W. Smith (Eds.), Social comparison, social justice and relative deprivation: Theoretical, empirical and policy perspectives (pp. 183–215). Hillsdale, NJ: Lawrence Erlbaum Associates.
   Google Scholar
• Folkes, V. S. (1984). Consumer reactions to product failure: An attributional approach. Journal of Consumer Research, 10(4), 398–409. doi: 10.1086/208978
   Web of Science ®Google Scholar
• Folkes, V. S. (1988). Recent attribution research in consumer behavior: A review and new directions. Journal of Consumer Research, 14(4), 548–565. doi: 10.1086/209135
   Web of Science ®Google Scholar
• Foster, B. D., & Cadogan, J. W. (2000). Relationship selling and customer loyalty: An empirical investigation. Marketing Intelligence and Planning, 18, 185–199. doi: 10.1108/02634500010333316
   Google Scholar
• Goodwin, C., & Ross, I. (1992). Consumer responses to service failures: Influence of procedural and interactional fairness perceptions. Journal of Business Research, 25(2), 149–163. doi: 10.1016/0148-2963(92)90014-3
   Web of Science ®Google Scholar
• Greenberg, J. (1993). The social side of fairness: Interpersonal and informational classes of organizational justice. In R. Cropanzano (Eds.), Justice in the workplace: Approaching fairness in human resource management (pp. 79–103). Hillsdale, NJ: Erlbaum.
   Google Scholar
• Grewal, D., Roggeveen, A. L., & Tsiros, M. (2008). The effect of compensation on repurchase intentions in service recovery. Journal of Retailing, 84(4), 424–434. doi: 10.1016/j.jretai.2008.06.002
   Web of Science ®Google Scholar
• Grönroos, C. (1988). Service quality: The six criteria of good perceived service quality. Review of Business, 9(3), 10–13.
   Google Scholar
• Ha, J., & Jang, S. (2009). Perceived justice in service recovery and behavioral intentions: The role of relationship quality. International Journal of Hospitality Management, 28, 319–327. doi: 10.1016/j.ijhm.2008.12.001
   Web of Science ®Google Scholar
• Hair, J., Black, B., Babin, B., Anderson, R., & Tatham, R. (2006). Multivariate data analysis (6th ed.). Upper Saddle River, NJ: Prentice-Hall.
   Google Scholar
• Hansemark, O. C., & Albinson, M. (2004). Customer satisfaction and retention: The experiences of individual employees. Managing Service Quality, 14(1), 40–57. doi: 10.1108/09604520410513668
   Google Scholar
• Hess, R. L., Ganesan, S., & Klein, N. M. (2003). Service failure and recovery: The impact of relationship factors on customer satisfaction. Journal of the Academy of Marketing Science, 31(2), 127–145. doi: 10.1177/0092070302250898
   Web of Science ®Google Scholar
• Hocutt, M. A., Chakraborty, G., & Mowen, J. C. (1997). The impact of perceived justice on customer satisfaction and intention to complain in a service recovery. Advances in Consumer Research, 24, 457–463.
   Google Scholar
• Homburg, C., & Fürst, A. (2005). How organizational complaint handling drives customer loyalty: An analysis of the mechanistic and the organic approach. Journal of Marketing, 69(3), 95–114. doi: 10.1509/jmkg.69.3.95.66367
   Web of Science ®Google Scholar
• Huang, M. H. (2011). Re-examining the effect of service recovery: The moderating role of brand equity. Journal of Services Marketing, 25(7), 509–516. doi: 10.1108/08876041111173633
   Web of Science ®Google Scholar
• Jones, M. A., Mothersbaugh, D. L., & Beatty, S. E. (2000). Switching barriers and repurchase intentions in services. Journal of Retailing, 76(2), 259–274. doi: 10.1016/S0022-4359(00)00024-5
   Web of Science ®Google Scholar
• Karatepe, O. M. (2006). Customer complaints and organizational responses: The effects of complaints’ perceptions of justice on satisfaction and loyalty. International Journal of Hospitality Management, 25(1), 69–90. doi: 10.1016/j.ijhm.2004.12.008
   Google Scholar
• Kau, A., & Loh, E. (2006). The effects of service recovery on consumer satisfaction: A comparison between complainants and non-complainants. Journal of Services Marketing, 20(2), 101–103. doi: 10.1108/08876040610657039
   Google Scholar
• Keaveney, S. (1995). Customer switching behavior in service industries: An exploratory study. Journal of Marketing, 59(2), 71–82. doi: 10.2307/1252074
   Web of Science ®Google Scholar
• Kelley, S. W., Hoffman, K. D., & Davis, M. A. (1993). A typology of retail failures and recoveries. Journal of Retailing, 69(4), 429–452. doi: 10.1016/0022-4359(93)90016-C
   Web of Science ®Google Scholar
• Kim, T., Kim, W. G., & Kim, H. B. (2009). The effects of perceived justice on recovery satisfaction, trust, word-of-mouth, and revisit intention in upscale hotels. Tourism Management, 30(1), 51–62. doi: 10.1016/j.tourman.2008.04.003
   Web of Science ®Google Scholar
• Kim, T., Yoo, J. J. E., & Lee, G. (2012). Post-recovery customer relationships and customer partnerships in a restaurant setting. International Journal of Contemporary Hospitality Management, 24(3), 381–401. doi: 10.1108/09596111211217879
   Web of Science ®Google Scholar
• Komunda, M., & Osarenkhoe, A. (2012). Remedy or cure for service failure? Effects of service recovery on customer satisfaction and loyalty. Business Process Management Journal, 18(1), 82–103. doi: 10.1108/14637151211215028
   Google Scholar
• Magnini, V. P., Ford, J. B., Markowski, E. P., Earl, D., & Honeycutt Jr, E. D. (2007). The service recovery paradox: Justifiable theory or smoldering myth?. Journal of Services Marketing, 21(3), 213–225. doi: 10.1108/08876040710746561
   Google Scholar
• Martínez-tur, V., Peiró, J. M., Ramos, J., & Moliner, C. (2006). Justice perceptions as predictors of customer satisfaction: The impact of distributive, procedural, and interactional justice. Journal of Applied Social Psychology, 36(1), 100–119. doi: 10.1111/j.0021-9029.2006.00005.x
   Web of Science ®Google Scholar
• Mattila, A. S. (2001). The effectiveness of service recovery in a multi-industry setting. The Journal of Services Marketing, 15(7), 583–596. doi: 10.1108/08876040110407509
   Google Scholar
• Mattila, A. S. (2006). The power of explanations in mitigating the ill-effects of service failures. Journal of Services Marketing, 20(7), 422–428. doi: 10.1108/08876040610704856
   Google Scholar
• Mattila, A. S., & Cranage, D. (2005). The impact of choice on fairness in the context of service recovery. Journal of Services Marketing, 19(5), 271–279. doi: 10.1108/08876040510609899
   Google Scholar
• Maxham, J., & Netemeyer, R. (2002a). Modeling customer perceptions of complaint handling over time: The effects of perceived justice on satisfaction and intent. Journal of Retailing, 78, 239–252. doi: 10.1016/S0022-4359(02)00100-8
   Web of Science ®Google Scholar
• Maxham, J., & Netemeyer, R. (2002b). A longitudinal study of complaining customers’ evaluations of multiple service failures and recovery efforts. Journal of Marketing, 66(4), 57–71. doi: 10.1509/jmkg.66.4.57.18512
   Web of Science ®Google Scholar
• Maxham, J., & Netemeyer, R. (2003). Firms reap what they sow: The effects of shared values and perceived organizational justice on customer evaluations of complaint handling. Journal of Marketing, 67, 46–62. doi: 10.1509/jmkg.67.1.46.18591
   Web of Science ®Google Scholar
• McColl-Kennedy, J. R., & Sparks, B. A. (2003). Application of fairness theory to service failures and service recovery. Journal of Service Research, 5, 251–267. doi: 10.1177/1094670502238918
   Google Scholar
• McCollough, M. A., Berry, L. L., & Yadav, M. S. (2000). An empirical investigation of customer satisfaction after service failure and recovery. Journal of Service Research, 3(2), 121–137. doi: 10.1177/109467050032002
   Google Scholar
• Ok, C., Back, K., & Shanklin, C. W. (2005). Modeling roles of service recovery strategy: A relationship-focused view. Journal of Hospitality and Tourism Research, 29(4), 484–507. doi: 10.1177/1096348005276935
   Google Scholar
• Oliva, T. A., Oliver, R. L., & MacMillan, I. C. (1992). A catastrophe model for developing service satisfaction strategies. Journal of Marketing, 56(3), 83–95. doi: 10.2307/1252298
   Web of Science ®Google Scholar
• Oliver, R. (1999). Whence consumer loyalty? Journal of Marketing, 63, 33–44.
   Web of Science ®Google Scholar
• Oliver, R. L. (1997). Satisfaction: A behavioral perspective on the consumer. Boston, MA: McGraw-Hill.
   Google Scholar
• Oliver, R. L., & DeSarbo, W. S. (1988). Response determinants in satisfaction judgments. Journal of Consumer Research, 14(4), 495–507. doi: 10.1086/209131
   Web of Science ®Google Scholar
• Poon, P., Hui, M., & Au, K. (2004). Attributions on dissatisfying service encounters. European Journal of Marketing, 38(11/12), 1527–1540. doi: 10.1108/03090560410560227
   Google Scholar
• del Rio-Lanza, A. B., Vazquez-Casielles, R., & Diaz-Martin, A. M. (2009). Satisfaction with service recovery: Perceived justice and emotional responses. Journal of Business Research, 62(8), 775–781. doi: 10.1016/j.jbusres.2008.09.015
   Web of Science ®Google Scholar
• Russell, D. (1982). The causal dimension scale: A measure of how individuals perceive causes. Journal of Personality and Social Psychology, 42(6), 1137–1145. doi: 10.1037/0022-3514.42.6.1137
   Web of Science ®Google Scholar
• Rust, R. T., Stewart, G. L., Miller, H., & Pielack, D. (1996). The satisfaction and retention of frontline employees: A customer satisfaction measurement approach. International Journal of Service Industry Management, 7(5), 62–80. doi: 10.1108/09564239610149966
   Google Scholar
• Santos, C. P., & Rossi, C. A. V. (2002). The impact of complaint handling on consumer's trust and loyalty in the context of relational services exchanges European marketing academy. Paper presented at the proceedings of the EMAC conference, Braga.
   Google Scholar
• Schoefer, K., & Ennew, C. (2005). The impact of perceived justice on consumers’ emotional responses to service complaint experiences. Journal of Services Marketing, 19(5), 261–270. doi: 10.1108/08876040510609880
   Google Scholar
• Sekaran, U. (2006). Research methods for business: A skill building approach (4th ed.). New York: Wiley & Sons.
   Google Scholar
• Shugan, S. M. (2004). Finance, operations, and marketing conflicts in service firms. Journal of Marketing, 68, 18–27.
   Google Scholar
• Siu, N. Y. M., Zhang, T. J. F., & Yau, C. Y. J. (2013). The roles of justice and customer satisfaction in customer retention: A lesson from service recovery. Journal of Business Ethics, 114, 675–686. doi: 10.1007/s10551-013-1713-3
   Web of Science ®Google Scholar
• Smith, A., & Bolton, R. (1998). An experimental investigation of customer reactions to service failure and recovery encounters: Paradox or peril. Journal of Services Research, 1(1), 65–81. doi: 10.1177/109467059800100106
   Google Scholar
• Smith, A., & Bolton, R. (2002). The effects of customers’ emotional responses to service failures on their recovery effort evaluations and satisfaction judgments. Journal of the Academy of Marketing Science, 30(1), 5–23. doi: 10.1177/03079450094298
   Web of Science ®Google Scholar
• Smith, A. K., Bolton, R. N., & Wagner, J. (1999). A model of customer satisfaction with service encounters involving failure and recovery. Journal of Marketing Research, 36(3), 356–373. doi: 10.2307/3152082
   Web of Science ®Google Scholar
• Sparks, B. N., & McColl-Kennedy, J. R. (2001). Justice strategy options for increased customer satisfaction in a services recovery setting. Journal of Business Research, 54(3), 209–218. doi: 10.1016/S0148-2963(00)00120-X
   Web of Science ®Google Scholar
• Tax, S. S., Brown, S. W., & Chandrashekaran, M. (1998). Customer evaluation of service complaint experiences: Implications for relationship marketing. Journal of Marketing, 62, 60–76. doi: 10.2307/1252161
   Web of Science ®Google Scholar
• Taylor, S. (1994). Waiting for service: The relationship between delays and evaluations of service. Journal of Marketing, 58(2), 56–69. doi: 10.2307/1252269
   Web of Science ®Google Scholar
• Thibaut, J., & Walker, L. (1975). Procedural justice: A psychological analysis. New Jersey: Lawrence Erlbaum Associates.
   Google Scholar
• Tyler, R. T., & Bies, R. J. (1989). Beyond formal procedures: The interpersonal context of procedural justice. In J. Carroll (Ed.), Advances in applied social psychology: Business settings (pp. 77–98). Hillsdale, NJ: Lawrence Erlbaum Associates.
   Google Scholar
• Vázquez-Casielles, R., Alvarez, L. S., & Martín, A. M. D. (2010). Perceived justice of service recovery strategies: Impact on customer satisfaction and quality relationship. Psychology & Marketing, 27(5), 487–509. doi: 10.1002/mar.20340
   Web of Science ®Google Scholar
• Vázquez-Casielles, R., del Río-Lanza, A. B., & Díaz-Martín, A. M. (2007). Quality of past performance: Impact on consumers’ responses to service failure. Marketing Letters, 18(4), 249–264. doi: 10.1007/s11002-007-9018-x
   Web of Science ®Google Scholar
• Wang, C., & Mattila, A. S. (2011). A cross-cultural comparison of perceived informational fairness with service failure explanations. Journal of Services Marketing, 25(6), 429–439. doi: 10.1108/08876041111161023
   Web of Science ®Google Scholar
• Weiner, B. (1986). An attributional theory of achievement motivation and emotion. Psychological Review, 92(4), 548–573. doi: 10.1037/0033-295X.92.4.548
   Web of Science ®Google Scholar
• Wen, B., & Chi, C. G. (2013). Examine the cognitive and affective antecedents to service recovery satisfaction: A field study of delayed airline passengers. International Journal of Contemporary Hospitality Management, 25(3), 306–327. doi: 10.1108/09596111311310991
   Web of Science ®Google Scholar
• Weun, S., Beatty, S. E., & Jones, M. A. (2004). The impact of service failure severity on service recovery evaluations and post-recovery relationships. Journal of Services Marketing, 18(2), 133–146. doi: 10.1108/08876040410528737
   Google Scholar
• Wirtz, J., & Mattila, A. S. (2004). Consumer responses to compensation speed of recovery and apology after a service failure. International Journal of Service Industry Management, 15(2), 150–166. doi: 10.1108/09564230410532484
   Google Scholar
• Yavas, U., Karatepe, O. M., Babakus, E., & Avci, T. (2004). Customer complaints and organizational responses: A study of hotel guests in Northern Cyprus. Journal of Hospitality and Leisure Marketing, 11(2/3), 31–46. doi: 10.1300/J150v11n02_04
   Google Scholar
• Zemke, R. (1993). The art of service recovery: Fixing broken customers and keeping them on your side, the service quality handbook. New York: American Management Association.
   Google Scholar
• Zineldin, M. (2000). TRM total relationship management. Lund: Student litteratur.
   Google Scholar