The Relationship of Service Failure Attributions, Service Recovery Justice and Recovery Satisfaction in the Context of Airlines

References

• Adams , J. S. 1963 . Toward an understanding of inequity . Journal of Abnormal and Social Psychology , 67 ( 5 ) : 422 – 436 . doi:10.1037/h0040968
   PubMed Web of Science ®Google Scholar
• Adams , J. S. 1965 . “ Inequity in social exchange ” . In Advances in experimental social psychology , Edited by: Berkowitz , L. Vol. 2 , 267 – 299 . New York : Academic Press . doi:10.1016/S0065-2601(08)60108-2
   Google Scholar
• Ambrose , M. , Hess , R. L. and 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
• Becker , C. 2000 . Service recovery strategies: The impact of cultural differences . Journal of Hospitality & Tourism Research , 24 ( 4 ) : 526 – 538 . doi:10.1177/109634800002400407
   Google Scholar
• Bies , R. J. and Moag , J. S. 1986 . “ Interactional communication criteria of fairness ” . In Research in organizational behavior , Edited by: Lewicki , I. R. , Bazerman , M. and Sheppard , B. 43 – 55 . Greenwich , CT : JAI Press .
   Google Scholar
• Bitner , M. J. 1990 . Evaluating service encounters: The effects of physical surroundings and employee responses . Journal of Marketing , 54 : 69 – 82 . doi:10.2307/1251871
   Web of Science ®Google Scholar
• Blodgett , J. G. , Granbois , D. H. and Walters , R. G. 1993 . The effects of perceived justice on complainants’ negative word-of-mouth behavior and repatronage intentions . Journal of Retailing , 69 ( 4 ) : 399 – 428 . doi:10.1016/0022-4359(93)90015-B
   Web of Science ®Google Scholar
• Blodgett , J. G. , Hill , D. J. and 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
• Blodgett , J. G. , Wakefield , K. L. and Barnes , J. H. 1995 . The effects of customer service on consumer complaining behavior . Journal of Services Marketing , 9 ( 4 ) : 31 – 42 . doi:10.1108/08876049510094487
   Google Scholar
• Bowen , D. E. and Lawler , E. E. 1995 . Empowering service employees . Sloan Management Review , 36 ( 4 ) : 73 – 84 .
   Google Scholar
• Brown , S. P. and Leigh , T. W. 1996 . A new look at psychological climate and its relationship to job involvement, effort, and performance . Journal of Applied Psychology , 81 ( 4 ) : 358 – 368 . doi:10.1037//0021-9010.81.4.358
   PubMed Web of Science ®Google Scholar
• Bulman , R. J. and 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. and 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 – 73 . doi:10.1016/j.jbusres.2003.09.005
   Web of Science ®Google Scholar
• Choi , S. and Mattila , A. 2008 . Perceived controllability and service expectations: Influences on customer reactions following service failure . Journal of Business Research , 61 ( 1 ) : 24 – 30 . doi:10.1016/j.jbusres.2006.05.006
   Web of Science ®Google Scholar
• Clemmer , E. C. and Schneider , B. 1996 . “ Fair service ” . In Advances in services marketing and management , Edited by: Swartz , T. A. , Bowen , D. E. and Brown , S. W. 109 – 126 . Greenwich , CT : JAI Press .
   Google Scholar
• Collie , T. A. , Sparks , B. and Bradley , G. 2000 . Investing in interactional justice: A study of the fair process effect within a hospitality failure context . Journal of Hospitality & Tourism Research , 24 ( 4 ) : 448 – 472 . doi:10.1177/109634800002400403
   Google Scholar
• Colquitt , J. A. , Greenberg , J. and Zapata-Phelan , C. P. 2005 . “ What is organizational justice? A historical overview ” . In Handbook of organizational justice , Edited by: Greenberg , J. and Colquitt , J. A. 3 – 56 . Mahwah , NJ : Lawrence Erlbaum Associates .
   Google Scholar
• Davidow , M. 2000 . The bottom line impact of organizational responses to customer complaints . Journal of Hospitality & Tourism Research , 24 ( 4 ) : 473 – 490 . doi:10.1177/109634800002400404
   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
• DeWitt , T. , Nguyen , D. T. and Marshall , R. 2008 . Exploring customer loyalty following service recovery: The mediating effects of trust and emotions . Journal of Service Research , 10 ( 3 ) : 269 – 281 . doi:10.1177/1094670507310767
   Web of Science ®Google Scholar
• Diaz , A. B. and Mas Ruiz , F. J. 2006 . The consumer's reaction to delays in service . International Journal of Service Industry Management , 13 : 118 – 140 . doi:10.1108/09564230210425331
   Google Scholar
• Doganis , R. 2002 . Flying off course: The economics of international airlines , Edited by: Doganis , R. London : Routledge .
   Google Scholar
• Folkes , V. S. 1984 . Consumer reactions to product failure: An attributional approach . Journal of Consumer Research , 10 ( March ) : 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
• Folkes , V. S. , Koletsky , S. and Graham , J. L. 1987 . A field study of causal inferences and consumer reaction: The view from the airport . Journal of Consumer Research , 13 ( January ) : 534 – 539 . doi:10.1086/209086
   Web of Science ®Google Scholar
• Goodwin , C. and 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
• Grönroos , C. 1984 . A service quality model and its marketing implications . European Journal of Marketing , 18 ( 4 ) : 36 – 44 . doi:10.1108/EUM0000000004784
   Web of Science ®Google Scholar
• Ha , J. and 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. and Tatham , R. 2006 . Multivariate data analysis , 6 , Upper Saddle River , NJ : Prentice-Hall .
   Google Scholar
• Hamilton , L. 1980 . Intuitive psychologist or intuitive lawyer? Alternative models of the attribution process . Journal of Personality and Social Psychology , 39 ( 5 ) : 767 – 772 . doi:10.1037/0022-3514.39.5.767
   Web of Science ®Google Scholar
• Heide , J. B. and John , G. 1992 . Do norms matter in marketing relationships? . Journal of Marketing , 56 ( 2 ) : 32 – 44 . doi:10.2307/1252040
   Web of Science ®Google Scholar
• Heider , F. 1958 . The psychology of interpersonal relations , New York : Wiley .
   Google Scholar
• Hess , R. L. , Ganesan , S. and 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
• Holloway , B. B. , Wang , S. and Beatty , S. E. 2009 . Betrayal? Relationship quality implications in service recovery . Journal of Services Marketing , 23 ( 6 ) : 385 – 396 . doi:10.1108/08876040910985861
   Web of Science ®Google Scholar
• Homburg , C. and 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
• Iglesias , V. 2009 . The attribution of service failures: Effects on consumer satisfaction . The Service Industries Journal , 29 ( 2 ) : 127 – 141 . doi:10.1080/02642060802293088
   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
• Kelley , H. H. 1973 . The process of causal attribution . American Psychologist , 28 ( February ) : 107 – 128 . doi:10.1037/h0034225
   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: 10.1287/mksc.1110.0683
   Google Scholar
• Kim , T. , Kim , W. G. and 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
• Leong, S.M., Ang, S.H., & Low, L.H.L. (1997). Effects of physical environment and locus of control on service evaluation: A replication and extension. Journal of Retailing and Consumer Services, 4(4), 231–237. doi:10.1016/j.jbusres.2010.06.006
   Google Scholar
• Leventhal , G. 1980 . “ What should be done with equity theory? New approaches to the study of fairness in social relationships ” . In Social exchange: Advances in theory and research , Edited by: Gergen , K. , Greenbers , M. and Willis , R. 27 – 55 . New York : Plenum Press .
   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
• Maxham , J. and Netemeyer , R. 2002 . 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
• McColl-Kennedy , J. R. and 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
• Narver , J. C. and Slater , S. F. 1990 . The effect of a market orientation on business profitability . Journal of Marketing , 54 ( 4 ) : 20 – 35 . doi:10.2307/1251757
   Web of Science ®Google Scholar
• Oliver , R. L. 1997 . Satisfaction: A behavioral perspective on the consumer , Boston : McGraw-Hill .
   Google Scholar
• del Río-Lanza , A. B. , Vazquez-Casielles , R. and 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
• Rosen , D. E. and Surprenant , C. 1998 . Evaluating relationships: Are satisfaction and quality enough? . International Journal of Service Industry Management , 9 ( 2 ) : 103 – 125 . doi:10.1108/09564239810210451
   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. , Stewart , G. L. , Miller , H. and 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
• Schoefer , K. and 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. 2003 . Research methods for business: A skill building approach , 4 , New York : John Wiley & Sons .
   Google Scholar
• Smith , A. and 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. K. , Bolton , R. N. and 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. and Fredline , L. 2007 . Providing an explanation for service failure: Context, content, and customer responses . Journal of Hospitality and Tourism Research , 31 ( 2 ) : 241 – 260 . doi:10.1177/1096348006297292
   Google Scholar
• Sparks , B. N. and 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
• Stauss , B. 2002 . The dimensions of complaint satisfaction: Process and outcome complaint satisfaction versus cold fact and warm act complaint satisfaction . Managing Service Quality , 12 ( 3 ) : 173 – 183 . doi:10.1108/09604520210429240
   Google Scholar
• Street , M. 1994 . Training people to deliver service excellence in British Airways . Managing Services Quality , 4 ( 4 ) : 13 – 16 . doi:10.1108/09604529410065207
   Google Scholar
• Tax , S. S. , Brown , S. W. and 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
• (The) Economist . 1999 . Flying in circles. Airlines are coalescing into three or four alliances. But the industry is still unstable and confused . The Economist , : 69
   Google Scholar
• Tsiros , M. , Mittal , V. and Ross , W. T. Jr. 2004 . The role of attributions in customer satisfaction: A reexamination . Journal of Consumer Research , 31 ( 2 ) : 476 – 483 . doi:10.1086/422124
   Web of Science ®Google Scholar
• Vázquez-Casielles , R. , del Río-Lanza , A. B. and Díaz-Martín , A. M. 2007 . Quality of past performance: Impact on consumers’ responses to service failure . Marketing Letters , 18 : 249 – 264 . doi:10.1007/s11002-007-9018-x
   Web of Science ®Google Scholar
• Wang , Y. , Chen , R. and Zhao , P. The determinants of customer satisfaction after service failure and recovery . Proceedings of the International Conference on Service Systems and Service Management (ICSSSM'07) . China .
   Google Scholar
• Webster , E. and Sundaram , D. S. 1998 . Service consumption criticality in failure recovery . Journal of Business Research , 41 ( 2 ) : 153 – 159 . doi:10.1016/S0148-2963(97)00004-0
   Web of Science ®Google Scholar
• Weiner , B. 1980 . Human motivation , New York : Holt, Rinehart & Winston .
   Google Scholar
• Weiner , B. 1986 . An attributional theory of motivation and emotion , New York : Springer .
   Google Scholar
• Weiner , B. 2000 . Attributional thoughts about consumer behavior . Journal of Consumer Research , 27 ( 3 ) : 382 – 387 . doi:10.1086/317592
   Web of Science ®Google Scholar
• Wensveen , J. G. and Leick , R. 2009 . The long-haul low-cost carrier: A unique business model . Journal of Air Transport Management , 15 ( 3 ) : 127 – 133 . doi:10.1016/j.jairtraman.2008.11.012
   Web of Science ®Google Scholar
• Wirtz , J. and 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
• Yuksel , A. , Kilinc , U. K. and Yuksel , F. 2006 . Cross-national analysis of hotel customers’ attitudes toward complaining and their complaining behaviors . Tourism Management , 27 ( 1 ) : 11 – 24 . doi:10.1016/j.tourman.2004.07.007
   Web of Science ®Google Scholar
• Zemke , R. 1993 . The art of service recovery: Fixing broken customers and keeping them on your side, the service quality handbook , 463 – 476 . New York: American Management Association .
   Google Scholar