The DOI matches its Crossref record; 6 of the 6 references it cites were found in a registry or an index.
Satisfaction with service recovery: Perceived justice and emotional responses
Open accessAbstract
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).
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Cites
Oliver, R. L., & Swan, J. E. (1989) · Journal of Marketing · doi:10.1177/002224298905300202 · Cited by 2,084
A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery
Smith, A. K., Bolton, R. N., & Wagner, J. (1999) · Journal of Marketing Research · doi:10.2307/3152082 · Cited by 2,058
Customer Satisfaction: A Meta-Analysis of the Empirical Evidence
Szymanski, D. M., & Henard, D. H. (2001) · Journal of the Academy of Marketing Science · doi:10.1177/0092070301291002 · Cited by 2,002
Brown, S. P., & Leigh, T. W. (1996) · Journal of Applied Psychology · doi:10.1037/0021-9010.81.4.358 · Cited by 1,460
Patterson, P. G., Cowley, E., & Prasongsukarn, K. (2006) · International Journal of Research in Marketing · doi:10.1016/j.ijresmar.2006.02.004 · Cited by 525 · cited 2×
“As a result, the quality of service delivery depends often on the attitude and behavior of front-line employees, the expectations of customers, and even the behavior of other customers (Patterson et al., 2006).”
BackgroundVarela-Neira, C., Vázquez-Casielles, R., & Iglesias-Argüelles, V. (2008) · The Service Industries Journal · doi:10.1080/02642060801917612 · Cited by 103
Self-citation
Cited by
Improving Data Quality Using Amazon Mechanical Turk Through Platform Setup
Lu, L., Neale, N., Line, N. D., & Bonn, M. (2022) · Cornell Hospitality Quarterly · doi:10.1177/19389655211025475 · Cited by 94
Price Fairness of Airline Ancillary Fees: An Attributional Approach
Chung, J. Y., & Petrick, J. F. (2013) · Journal of Travel Research · doi:10.1177/0047287512457261 · Cited by 88
When Sharing Consumption Emotions With Strangers Is More Satisfying Than Sharing Them With Friends
López-López, I., Ruiz-de-Maya, S., & Warlop, L. (2014) · Journal of Service Research · doi:10.1177/1094670514538835 · Cited by 72
The effects of service recovery and relational selling behavior on trust, satisfaction, and loyalty
Chang, C.-C., & Hung, J.-S. (2018) · International Journal of Bank Marketing · doi:10.1108/ijbm-07-2017-0160 · Cited by 56
Metadata
- Authors
- del Río-Lanza, A. B., Vázquez-Casielles, R., & Díaz-Martín, A. M.
- Venue
- Journal of Business Research
- Publisher
- Elsevier BV
- Published
- 2009-08
- Volume
- 62
- Issue
- 8
- Pages
- 775-781
- ISSN
- 0148-2963 (ISSN-L)
- OpenAlex
- W2121441690
- Cited by
- 504
- References
- 6
- FWCI
- 26.04
- Type
- journal article
- Language
- en
- Open access
- green
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- del Río-Lanza, A. B., Vázquez-Casielles, R., & Díaz-Martín, A. M. (2009). Satisfaction with service recovery: Perceived justice and emotional responses. Journal of Business Research. https://doi.org/10.1016/j.jbusres.2008.09.015
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Bibliographic data: Semantic Scholar, OpenAlex, Crossref.
Contains information from the Semantic Scholar Academic Graph Datasets, made available under the ODC Attribution License (ODC-BY 1.0).
Semantic Scholar’s data is described in: Kinney, R., et al. (2023). The Semantic Scholar Open Data Platform. arXiv:2301.10140.
