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- Title
The Impact of Perceived Justice on Customer Satisfaction and Intention to Complain in a Service Recovery.
- Authors
Ann Hocutt, Mary; Chakraborty, Goutam; Mowen, John C.
- Abstract
Thisstudy investigates how service recovery efforts influence the level of dissatisfaction and intention to complain following a service failure. Results from an experiment show that consumers' satisfaction (intention to complain) are influenced by cause of failure and by perceived distributive and interactional justice in the recovery attempt. Interestingly, when the customer causes the service failure, satisfaction (complaint) levels are higher (lower) after service recovery efforts than in situations where no service failure occurs. Thusaprompt,courteousservice recovery effort can have a significant impact on how a customer feels toward a service provider even after a service failure.
- Publication
Advances in Consumer Research, 1997, Vol 24, Issue 1, p457
- ISSN
0098-9258
- Publication type
Conference Proceeding