The DOI matches its Crossref record; 54 of the 54 references it cites were found in a registry or an index; none of the 53 sources its claims cite is checked for support yet.
Recovery Voice and Satisfaction After Service Failure: An Experimental Investigation of Mediating and Moderating Factors
Open accessAbstract
Past research studies on service failures and recovery have conceptualized “voice” in terms of customers having an opportunity to air complaints after failures occur. In contrast, the authors introduce the concept of recovery voice , which entails a service provider asking a customer (after a failure has occurred) what the firm can do to rectify the problem. In a scenario-based experiment carried out in an airline setting and in a hotel setting with 216 and 208 participants, respectively, it was found that customers perceived greater procedural justice when offered recovery voice, which resulted in higher overall postfailure satisfaction. It was shown that perceived procedural justice mediated the effect of recovery voice on overall satisfaction. Furthermore, recovery voice had a greater impact on perceived procedural justice for established customers with long transaction histories than for new ones with short transaction histories. Managerial and research implications based on these findings are also presented.
Overview
AI snapshot
Written from the paper’s full text.
TL;DR
The paper introduces recovery voice—asking customers how a firm should fix a service failure—and tests it in airline and hotel scenarios. It finds recovery voice raises perceived procedural justice, which mediates higher postfailure satisfaction, with past transaction history moderating the first link but gender not moderating either link.
Key findings
- Across 216 airline and 208 hotel participants, recovery voice increased perceived procedural justice (combined M = 6.14 vs. 4.83; F(1, 416) = 60.04, p < .01), and higher procedural justice increased overall postfailure satisfaction (combined high vs. low M = 6.78 vs. 4.10; F(1, 416) = 264.20, p < .01).
- Procedural justice mediated recovery voice’s effect on satisfaction: Sobel tests were significant in airline, hotel, and combined samples (4.14, 4.50, 5.88, all p < .01); Baron and Kenny’s procedure indicated perfect mediation for airline and partial mediation for hotel.
- Past transaction history moderated the recovery voice → procedural justice link: the effect was stronger for established/long-history customers than for new/short-history customers (combined interaction F(1, 416) = 7.61, p < .01; simple effects F = 55.49 vs. 15.91, p < .001).
- Gender did not moderate recovery voice → procedural justice or procedural justice → satisfaction (Hypotheses 4 and 5 not supported); Hypothesis 7, that procedural justice → satisfaction would be stronger for new customers, was not supported, though means were in the predicted direction.
Methods
- A 2 × 2 × 2 between-subjects scenario experiment manipulated recovery voice (present/absent) and past transaction history (long/short), with gender measured; separate airline and hotel service-failure vignettes were used.
- Data came from an online consumer panel: 424 responses total, 216 for airline scenarios and 208 for hotel scenarios; participants were aged 25–82 (average 53).
- Overall postfailure satisfaction was measured with three 9-point semantic-differential items (α = .96 combined), and procedural justice with six 9-point Likert-type items (α = .95 combined); analysis used ANOVA, simple-effects tests, Baron and Kenny mediation steps, and Sobel tests.
Limitations
- The authors state this is the first study of recovery voice and caution that findings should be interpreted carefully; recovery voice may have negative effects if customer input is not followed or is unrealistic, and asking for input may make customers question provider competence.
- The authors note that online vignettes cannot fully capture feelings surrounding real service failures, past experience was held constant, only airline and hotel settings were studied, hotel recovery was immediate while airline recovery occurred the next day, and service-category differences were significant.
- Evident from the text: the sample was an online panel rather than actual customers experiencing failures; hotel mediation was only partial, leaving a direct recovery voice effect unexplained; and several hypotheses, especially gender moderation and Hypothesis 7, were unsupported.
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31 No full text of the sources · 24 Own result · 9 Sources not found · 9 Own method · 9 Own interpretation · 8 No basis given · 2 Not checked yet
A result the paper reports from its own data — it cites no other source for it, so there is none to check. The quote shows it is in the paper.
In the paper
“It was shown that perceived procedural justice mediated the effect of recovery voice on overall satisfaction.”
§ Recovery Voice and Satisfaction After Service Failure An Experimental Investigation of Mediating and Moderating Factors > Abstract
plaindirectn = 208- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: passes — The paper’s conclusions depend on it.
- Based: passes — The paper gives a reason why it holds.
A result the paper reports from its own data — it cites no other source for it, so there is none to check. The quote shows it is in the paper.
In the paper
“recovery voice had a greater impact on perceived procedural justice for established customers with long transaction histories than for new ones with short transaction histories.”
§ Recovery Voice and Satisfaction After Service Failure An Experimental Investigation of Mediating and Moderating Factors > Abstract
plaindirect- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: passes — The paper’s conclusions depend on it.
- Based: passes — The paper gives a reason why it holds.
A result the paper reports from its own data — it cites no other source for it, so there is none to check. The quote shows it is in the paper.
In the paper
“which resulted in higher overall postfailure satisfaction”
§ Recovery Voice and Satisfaction After Service Failure An Experimental Investigation of Mediating and Moderating Factors > Abstract
plaindirectn = 208- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: passes — The paper’s conclusions depend on it.
- Based: passes — The paper gives a reason why it holds.
A result the paper reports from its own data — it cites no other source for it, so there is none to check. The quote shows it is in the paper.
In the paper
“it was found that customers perceived greater procedural justice when offered recovery voice”
§ Recovery Voice and Satisfaction After Service Failure An Experimental Investigation of Mediating and Moderating Factors > Abstract
plaindirectn = 208- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: passes — The paper’s conclusions depend on it.
- Based: passes — The paper gives a reason why it holds.
A result the paper reports from its own data — it cites no other source for it, so there is none to check. The quote shows it is in the paper.
In the paper
“Medium to large effect sizes of procedural justice were found (partial η 2 = .15,.19,and .19 for the airline, hotel, and combined samples, respectively)”
§ Recovery Voice and Satisfaction After Service Failure An Experimental Investigation of Mediating and Moderating Factors > Hypotheses Testing
plaincorrelational- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: passes — The paper’s conclusions depend on it.
- Based: passes — The paper gives a reason why it holds.
- Rests on an assumption: The items used to measure procedural justice, overall satisfaction, recovery voice, and past transaction history are valid measures of those constructs.
A result the paper reports from its own data — it cites no other source for it, so there is none to check. The quote shows it is in the paper.
In the paper
“Small effect sizes of the Recovery Voice × Past Transaction History interaction were found (partial η 2 = .02,.03,and .02for the airline, hotel, and combined samples, respectively).”
§ Recovery Voice and Satisfaction After Service Failure An Experimental Investigation of Mediating and Moderating Factors > Moderating Effects of Gender and Past Transaction History
plaincorrelational- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: passes — The paper’s conclusions depend on it.
- Based: passes — The paper gives a reason why it holds.
- Rests on an assumption: The items used to measure procedural justice, overall satisfaction, recovery voice, and past transaction history are valid measures of those constructs.
A result the paper reports from its own data — it cites no other source for it, so there is none to check. The quote shows it is in the paper.
In the paper
“As shown in Figure 2a for the combined sample, simple-effect tests revealed that the positive effect of having recovery voice on procedural justice perceptions was stronger for established customers with long past transaction histories, F(1, 416) = 55.49,p < .001,than for new customers with short past transaction histories, F(1, 416) = 15.91,p < .001).”
§ Recovery Voice and Satisfaction After Service Failure An Experimental Investigation of Mediating and Moderating Factors > Moderating Effects of Gender and Past Transaction History
plaindirect- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: passes — The paper’s conclusions depend on it.
- Based: passes — The paper gives a reason why it holds.
- Rests on an assumption: The items used to measure procedural justice, overall satisfaction, recovery voice, and past transaction history are valid measures of those constructs.
A result the paper reports from its own data — it cites no other source for it, so there is none to check. The quote shows it is in the paper.
In the paper
“Again, the interaction between procedural justice and past transaction history on overall postfailure satisfaction was significant for the combined sample, F(1, 416) = 3.93, p < .05).”
§ Recovery Voice and Satisfaction After Service Failure An Experimental Investigation of Mediating and Moderating Factors > Moderating Effects of Gender and Past Transaction History
plaincorrelational- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: passes — The paper’s conclusions depend on it.
- Based: passes — The paper gives a reason why it holds.
- Rests on an assumption: The items used to measure procedural justice, overall satisfaction, recovery voice, and past transaction history are valid measures of those constructs.
A result the paper reports from its own data — it cites no other source for it, so there is none to check. The quote shows it is in the paper.
In the paper
“Again, no significant interaction between procedural justice and gender on overall postfailure satisfaction was found in either context.”
§ Recovery Voice and Satisfaction After Service Failure An Experimental Investigation of Mediating and Moderating Factors > Moderating Effects of Gender and Past Transaction History
plain- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: passes — The paper’s conclusions depend on it.
- Based: passes — The paper gives a reason why it holds.
- Rests on an assumption: The items used to measure procedural justice, overall satisfaction, recovery voice, and past transaction history are valid measures of those constructs.
In the paper
“Using Cohen's (1988) rule of thumb, recovery voice showed a medium effect size (partial η 2 = .10,.13,and .11for the airline, hotel, and combined samples, respectively).”
§ Recovery Voice and Satisfaction After Service Failure An Experimental Investigation of Mediating and Moderating Factors > Hypotheses Testing
What the sources say
- Not matchedcites Cohen's (1988)
Couldn’t be matched to a paper in Crossref, so it can’t be checked.
plaincorrelational- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: passes — The paper’s conclusions depend on it.
- Based: passes — The paper gives a reason why it holds.
- Rests on an assumption: The items used to measure procedural justice, overall satisfaction, recovery voice, and past transaction history are valid measures of those constructs.
- Not matched
- It may state two separate claims as one. 22
- Probably not a substantial claim. 32
A result the paper reports from its own data — it cites no other source for it, so there is none to check. The quote shows it is in the paper.
In the paper
“For the hotel scenario, perceived procedural justice means for established customers were 6.37 without recovery voice and 7.72 with recovery voice, F(1, 200) = 31.69,p < .001,and for new customers were 4.95 without recovery voice and 7.14 with recovery voice, F(1, 200) = 6.11, p < .05.”
§ Recovery Voice and Satisfaction After Service Failure An Experimental Investigation of Mediating and Moderating Factors > Moderating Effects of Gender and Past Transaction History
plain- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: passes — The paper’s conclusions depend on it.
- Based: passes — The paper gives a reason why it holds.
It may state two separate claims as one.
- Rests on an assumption: The items used to measure procedural justice, overall satisfaction, recovery voice, and past transaction history are valid measures of those constructs.
A result the paper reports from its own data — it cites no other source for it, so there is none to check. The quote shows it is in the paper.
In the paper
“The airline scenario showed similar results with perceived procedural justice: Means for established customers were 3.99 without recovery voice and 5.66 with recovery voice, F(1, 208) = 21.56,p < .001,and for new customers were 3.35 without recovery voice and 4.12 with recovery voice, F(1, 208) = 5.15, p < .05).”
§ Recovery Voice and Satisfaction After Service Failure An Experimental Investigation of Mediating and Moderating Factors > Moderating Effects of Gender and Past Transaction History
plain- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: passes — The paper’s conclusions depend on it.
- Based: passes — The paper gives a reason why it holds.
It may state two separate claims as one.
- Rests on an assumption: The items used to measure procedural justice, overall satisfaction, recovery voice, and past transaction history are valid measures of those constructs.
A result the paper reports from its own data — it cites no other source for it, so there is none to check. The quote shows it is in the paper.
In the paper
“It can be seen that recovery voice was consistently and significantly correlated with procedural justice and overall satisfaction in both the airline and hotel scenarios.”
§ Recovery Voice and Satisfaction After Service Failure An Experimental Investigation of Mediating and Moderating Factors > Hypotheses Testing
plaincorrelational- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: passes — The paper’s conclusions depend on it.
- Based: passes — The paper gives a reason why it holds.
It may state two separate claims as one.
- Rests on an assumption: The items used to measure procedural justice, overall satisfaction, recovery voice, and past transaction history are valid measures of those constructs.
A result the paper reports from its own data — it cites no other source for it, so there is none to check. The quote shows it is in the paper.
In the paper
“Thus, although Hypothesis 7 was not supported, the means were in the hypothesized direction.”
§ Recovery Voice and Satisfaction After Service Failure An Experimental Investigation of Mediating and Moderating Factors > Moderating Effects of Gender and Past Transaction History
plain- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: fails — The paper’s conclusions may not depend on it.
- Based: passes — The paper gives a reason why it holds.
Probably not a substantial claim. The paper’s conclusions may not depend on it. It may state two separate claims as one.
A result the paper reports from its own data — it cites no other source for it, so there is none to check. The quote shows it is in the paper.
In the paper
“Interaction effects between recovery voice and past transaction history on procedural justice were significant for the hotel sample, F(1, 200) = 4.86, p < .05,and the combined sample, F(1, 416) = 7.61, p < .01,and approached significance for the airline sample, F(1, 208) = 3.84, p = .07).”
§ Recovery Voice and Satisfaction After Service Failure An Experimental Investigation of Mediating and Moderating Factors > Moderating Effects of Gender and Past Transaction History
plaincorrelational- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: passes — The paper’s conclusions depend on it.
- Based: passes — The paper gives a reason why it holds.
It may state two separate claims as one.
- Rests on an assumption: The items used to measure procedural justice, overall satisfaction, recovery voice, and past transaction history are valid measures of those constructs.
A result the paper reports from its own data — it cites no other source for it, so there is none to check. The quote shows it is in the paper.
In the paper
“Consistent with Hypothesis 2, customers had higher overall postfailure satisfaction when they had higher procedural justice perceptions (M = 5.93, 7.04, and 6.78 for the airline, hotel, and combined samples, respectively) than lower procedural justice perceptions (M = 3.82, 5.10, and 4.10 for the airline, hotel, and combined samples, respectively) across all samples.”
§ Recovery Voice and Satisfaction After Service Failure An Experimental Investigation of Mediating and Moderating Factors > Hypotheses Testing
plaindirect- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: passes — The paper’s conclusions depend on it.
- Based: passes — The paper gives a reason why it holds.
It may state two separate claims as one.
- Rests on an assumption: The items used to measure procedural justice, overall satisfaction, recovery voice, and past transaction history are valid measures of those constructs.
A result the paper reports from its own data — it cites no other source for it, so there is none to check. The quote shows it is in the paper.
In the paper
“the combined analysis indicates that the service category has a significant impact on both perceived procedural justice and overall postfailure satisfaction.”
§ Recovery Voice and Satisfaction After Service Failure An Experimental Investigation of Mediating and Moderating Factors > DISCUSSION
hedgeddirect- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: unclear — It is unclear whether the paper’s conclusions depend on it.
- Based: passes — The paper gives a reason why it holds.
It may state two separate claims as one.
In the paper
“Likewise, granting a customer voice enables the customer to serve as a cocreator in a service encounter and enhances the customer's satisfaction should a failure occur later (Mattila and Cranage 2005).”
§ Recovery Voice and Satisfaction After Service Failure An Experimental Investigation of Mediating and Moderating Factors > Abstract
What the sources say
- Not checked — no full text of the sourcecites Mattila and Cranage 2005 source
plaindirect- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: passes — The paper’s conclusions depend on it.
- Based: passes — The paper gives a reason why it holds.
Probably not a substantial claim.
In the paper
“Within the context of service recovery, earlier research has found that encouraging customers to voice their complaints typically enhances customer satisfaction ratings (Sparks and McColl-Kennedy 2001).”
§ Recovery Voice and Satisfaction After Service Failure An Experimental Investigation of Mediating and Moderating Factors > Abstract
What the sources say
- Not checked — no full text of the sourcecites Sparks and McColl-Kennedy 2001 source
plaindirect- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: passes — The paper’s conclusions depend on it.
- Based: passes — The paper gives a reason why it holds.
Probably not a substantial claim.
A claim is checked only against the cited paper’s full text, never its abstract, and none is available for its sources.
In the paper
“From a different perspective, overall satisfaction is an aggregation of all previous transaction-specific evaluations and is updated after each service encounter (Boulding et al. 1993), like a moving average (Parasuraman, Zeithaml, and Berry 1994).”
§ Recovery Voice and Satisfaction After Service Failure An Experimental Investigation of Mediating and Moderating Factors > Moderating Effect of Past Transaction History
What the sources say
plaindirect- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: passes — The paper’s conclusions depend on it.
- Based: passes — The paper gives a reason why it holds.
Probably not a substantial claim. It may state two separate claims as one.
A claim is checked only against the cited paper’s full text, never its abstract, and none is available for its sources.
In the paper
“Many service recovery studies have pointed out that customer reactions to service failure depend on what is done to fix problems (outcomes), as well as how they are resolved (processes) (e.g., Mattila and Patterson 2004;Sparks and McColl-Kennedy 2001).”
§ Recovery Voice and Satisfaction After Service Failure An Experimental Investigation of Mediating and Moderating Factors > The Moderating Effect of Customer Gender
What the sources say
plaindirect- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: passes — The paper’s conclusions depend on it.
- Based: passes — The paper gives a reason why it holds.
Probably not a substantial claim. It may state two separate claims as one.
In the paper
“Women, on the other hand, tend to be more process oriented and to show greater interest in how they are treated by service providers, in terms of whether the service providers are concerned about what happened to them and whether they allow them to voice their concerns (McColl-Kennedy, Daus, and Sparks 2003).”
§ Recovery Voice and Satisfaction After Service Failure An Experimental Investigation of Mediating and Moderating Factors > The Moderating Effect of Customer Gender
What the sources say
- Not checked — no full text of the sourcecites McColl-Kennedy, Daus, and Sparks 2003 source
plaincorrelational- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: passes — The paper’s conclusions depend on it.
- Based: passes — The paper gives a reason why it holds.
It may state two separate claims as one.
What the paper did — it cites no source for this, so there is none to check. The quote shows it is in the paper.
In the paper
“Those responding to the invitation were randomly assigned to one of the eight treatments (four hotel and four airline).”
§ Recovery Voice and Satisfaction After Service Failure An Experimental Investigation of Mediating and Moderating Factors > Procedure
plain- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: passes — The paper’s conclusions depend on it.
- Based: passes — The paper gives a reason why it holds.
Probably not a substantial claim.
A conclusion the paper draws from its own results — it cites no other source for it, so there is none to check. The quote shows it is in the paper.
In the paper
“The difference in the strength of mediation between the hotel and airline scenarios may be attributed to the difference in recovery speeds presented in the scenarios.”
§ Recovery Voice and Satisfaction After Service Failure An Experimental Investigation of Mediating and Moderating Factors > Mediation Analysis
hedgedconditional- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: fails — The paper’s conclusions may not depend on it.
- Based: fails — The paper may give no reason why it holds.
Probably not a substantial claim. The paper’s conclusions may not depend on it. The paper may give no reason why it holds.
In the paper
“An outcome of the evaluation that is poorer than prior expectations results in a negative disconfirmation of expectations, which leads to dissatisfaction, whereas an outcome that is better than expected results in a positive disconfirmation of expectations leading to satisfaction.Confirmation occurs when performance matches expectations and does not lead to a change in satisfaction.”
§ Recovery Voice and Satisfaction After Service Failure An Experimental Investigation of Mediating and Moderating Factors > Moderating Effect of Past Transaction History
What the sources say
- Not checked — no full text of the sourcecites Churchill and Surprenant 1982 source
plaindirect- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: passes — The paper’s conclusions depend on it.
- Based: passes — The paper gives a reason why it holds.
Probably not a substantial claim. It may state two separate claims as one.
In the paper
“An outcome of the evaluation that is poorer than prior expectations results in a negative disconfirmation of expectations, which leads to dissatisfaction, whereas an outcome that is better than expected results in a positive disconfirmation of expectations leading to satisfaction.Confirmation occurs when performance matches expectations and does not lead to a change in satisfaction.”
§ Recovery Voice and Satisfaction After Service Failure An Experimental Investigation of Mediating and Moderating Factors > Moderating Effect of Past Transaction History
What the sources say
- Not checked — no full text of the sourcecites Churchill and Surprenant 1982 source
plain- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: passes — The paper’s conclusions depend on it.
- Based: passes — The paper gives a reason why it holds.
Probably not a substantial claim. It may state two separate claims as one.
What the paper did — it cites no source for this, so there is none to check. The quote shows it is in the paper.
In the paper
“Participants in the airline and hotel scenarios had similar demographic characteristics.”
§ Recovery Voice and Satisfaction After Service Failure An Experimental Investigation of Mediating and Moderating Factors > Procedure
plain- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: fails — The paper’s conclusions may not depend on it.
- Based: passes — The paper gives a reason why it holds.
Probably not a substantial claim. The paper’s conclusions may not depend on it.
What the paper did — it cites no source for this, so there is none to check. The quote shows it is in the paper.
In the paper
“Table 1c shows that the mean realism scores for the four scenarios for each service category were high and at about the same level.”
§ Recovery Voice and Satisfaction After Service Failure An Experimental Investigation of Mediating and Moderating Factors > Manipulation Check
plain- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: unclear — It is unclear whether the paper’s conclusions depend on it.
- Based: passes — The paper gives a reason why it holds.
It may state two separate claims as one.
- Rests on an assumption: The written scenarios realistically represent actual service failure situations, such that participants' responses reflect how real customers would respond.
A claim is checked only against the cited paper’s full text, never its abstract, and none is available for its sources.
In the paper
“Thus, for customers with satisfactory past experiences or customers who are loyal, expectations for recovery tend to be high, which makes the process of complaint handling highly important (Kelley and Davis 1994;Tax, Brown, and Chandrashekaran 1998).”
§ Recovery Voice and Satisfaction After Service Failure An Experimental Investigation of Mediating and Moderating Factors > Moderating Effect of Past Transaction History
What the sources say
hedgedcorrelational- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: passes — The paper’s conclusions depend on it.
- Based: passes — The paper gives a reason why it holds.
It may state two separate claims as one.
In the paper
“studies in organizational research have found that perceptions of procedural justice positively affect satisfaction with a variety of variables such as pay, performance appraisals, layoff policies, and selection procedures (Greenberg 1990).”
§ Recovery Voice and Satisfaction After Service Failure An Experimental Investigation of Mediating and Moderating Factors > HYPOTHESES Recovery Voice, Perceived Procedural Justice, and Overall Postfailure Satisfaction
What the sources say
- Not matchedcites Greenberg 1990
Couldn’t be matched to a paper in Crossref, so it can’t be checked.
plaindirect- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: passes — The paper’s conclusions depend on it.
- Based: passes — The paper gives a reason why it holds.
Probably not a substantial claim.
- Not matched
In the paper
“That is, the voice effect is explained by the presumption that persons given opportunities to express their views believe that they have greater control over the outcomes, which leads to greater procedural fairness judgments (Lind, Kanfer, and Early 1990).”
§ Recovery Voice and Satisfaction After Service Failure An Experimental Investigation of Mediating and Moderating Factors > HYPOTHESES Recovery Voice, Perceived Procedural Justice, and Overall Postfailure Satisfaction
What the sources say
- Not checked — no full text of the sourcecites Lind, Kanfer, and Early 1990 source
plaindirect- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: passes — The paper’s conclusions depend on it.
- Based: passes — The paper gives a reason why it holds.
Probably not a substantial claim. It may state two separate claims as one.
In the paper
“Consistent with these arguments, the service quality literature has also found that poor complaint handling will damage the relationship most when prior experience is positive and expectations for recovery are high (Tax, Brown, and Chandrashekaran 1998).”
§ Recovery Voice and Satisfaction After Service Failure An Experimental Investigation of Mediating and Moderating Factors > Moderating Effect of Past Transaction History
What the sources say
- Not checked — no full text of the sourcecites Tax, Brown, and Chandrashekaran 1998 source
plaindirect- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: passes — The paper’s conclusions depend on it.
- Based: passes — The paper gives a reason why it holds.
Probably not a substantial claim.
In the paper
“An outcome of the evaluation that is poorer than prior expectations results in a negative disconfirmation of expectations, which leads to dissatisfaction, whereas an outcome that is better than expected results in a positive disconfirmation of expectations leading to satisfaction.Confirmation occurs when performance matches expectations and does not lead to a change in satisfaction.”
§ Recovery Voice and Satisfaction After Service Failure An Experimental Investigation of Mediating and Moderating Factors > Moderating Effect of Past Transaction History
What the sources say
- Not checked — no full text of the sourcecites Churchill and Surprenant 1982 source
plaindirect- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: passes — The paper’s conclusions depend on it.
- Based: passes — The paper gives a reason why it holds.
Probably not a substantial claim. It may state two separate claims as one.
A claim is checked only against the cited paper’s full text, never its abstract, and none is available for its sources.
In the paper
“In addition, in the services literature, it has been found that perceptions of justice affect the overall satisfaction with the service encounter (Mattila and Cranage 2005;Smith, Bolton, and Wagner 1999;Sparks and McColl-Kennedy 2001;Tax, Brown, and Chandrashekaran 1998).”
§ Recovery Voice and Satisfaction After Service Failure An Experimental Investigation of Mediating and Moderating Factors > HYPOTHESES Recovery Voice, Perceived Procedural Justice, and Overall Postfailure Satisfaction
What the sources say
plaindirect- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: passes — The paper’s conclusions depend on it.
- Based: passes — The paper gives a reason why it holds.
Probably not a substantial claim.
In the paper
“The moderating effect of past transaction history in the procedural justice-overall satisfaction relationship is supported by the expectancy disconfirmation paradigm, which posits that a customer's satisfaction is the consequence of an evaluation process in which the customer judges his or her expectations of how a service should be performed against the actual service experience (Oliver 1989).”
§ Recovery Voice and Satisfaction After Service Failure An Experimental Investigation of Mediating and Moderating Factors > Moderating Effect of Past Transaction History
What the sources say
- Not matchedcites Oliver 1989
Couldn’t be matched to a paper in Crossref, so it can’t be checked.
plaindirect- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: passes — The paper’s conclusions depend on it.
- Based: passes — The paper gives a reason why it holds.
Probably not a substantial claim.
- Not matched
A conclusion the paper draws from its own results — it cites no other source for it, so there is none to check. The quote shows it is in the paper.
In the paper
“On the other hand, for new customers, granting recovery voice increases their perceptions of procedural justice, which exceed their expectations, leading to their satisfaction.”
§ Recovery Voice and Satisfaction After Service Failure An Experimental Investigation of Mediating and Moderating Factors > DISCUSSION
plaindirect- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: passes — The paper’s conclusions depend on it.
- Based: passes — The paper gives a reason why it holds.
It may state two separate claims as one.
In the paper
“In contrast, new customers are not familiar with the provider because they lack transaction histories and therefore have less defined expectations (Solomon et al. 1985).”
§ Recovery Voice and Satisfaction After Service Failure An Experimental Investigation of Mediating and Moderating Factors > Moderating Effect of Past Transaction History
What the sources say
- Not checked — no full text of the sourcecites Solomon et al. 1985 source
plaindirect- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: passes — The paper’s conclusions depend on it.
- Based: passes — The paper gives a reason why it holds.
It may state two separate claims as one.
In the paper
“This argument can be supported by the consensus in the psychology literature that judgments of the fairness of a decisionmaking procedure are enhanced when the individual involved in the situation is offered an opportunity to express his or her views and opinions before the decision is made (Lind, Kanfer, and Early 1990).”
§ Recovery Voice and Satisfaction After Service Failure An Experimental Investigation of Mediating and Moderating Factors > HYPOTHESES Recovery Voice, Perceived Procedural Justice, and Overall Postfailure Satisfaction
What the sources say
- Not checked — no full text of the sourcecites Lind, Kanfer, and Early 1990 source
boosteddirect- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: passes — The paper’s conclusions depend on it.
- Based: passes — The paper gives a reason why it holds.
Probably not a substantial claim.
A conclusion the paper draws from its own results — it cites no other source for it, so there is none to check. The quote shows it is in the paper.
In the paper
“For established customers, granting recovery voice results in high perceived procedural justice that meets their expectations and therefore maintains their existing satisfaction.”
§ Recovery Voice and Satisfaction After Service Failure An Experimental Investigation of Mediating and Moderating Factors > DISCUSSION
plaindirect- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: passes — The paper’s conclusions depend on it.
- Based: passes — The paper gives a reason why it holds.
It may state two separate claims as one.
In the paper
“Likewise, granting a customer voice enables the customer to serve as a cocreator in a service encounter and enhances the customer's satisfaction should a failure occur later (Mattila and Cranage 2005).”
§ Recovery Voice and Satisfaction After Service Failure An Experimental Investigation of Mediating and Moderating Factors > Abstract
What the sources say
- Not checked — no full text of the sourcecites Mattila and Cranage 2005 source
plaindirect- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: passes — The paper’s conclusions depend on it.
- Based: passes — The paper gives a reason why it holds.
Probably not a substantial claim.
In the paper
“This might be because hotel stays tend to be more pleasant than airline travel (American Consumer Satisfaction Index 2007a, 2007b).”
§ Recovery Voice and Satisfaction After Service Failure An Experimental Investigation of Mediating and Moderating Factors > DISCUSSION
What the sources say
- Not matchedcites American Consumer Satisfaction Index 2007a, 2007b
Couldn’t be matched to a paper in Crossref, so it can’t be checked.
hedgedconditional- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: fails — The paper’s conclusions may not depend on it.
- Based: passes — The paper gives a reason why it holds.
Probably not a substantial claim. The paper’s conclusions may not depend on it.
- Not matched
The paper states this without a source or data behind it here, so there is nothing to check it against. The quote shows it is in the paper.
In the paper
“In past studies, voice was operationalized as the opportunity to voice a complaint, whereas in our study, it is an opportunity to offer input into how the service failure should be resolved.”
§ Recovery Voice and Satisfaction After Service Failure An Experimental Investigation of Mediating and Moderating Factors > DISCUSSION
plain- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: passes — The paper’s conclusions depend on it.
- Based: passes — The paper gives a reason why it holds.
Probably not a substantial claim. It may state two separate claims as one.
What the paper did — it cites no source for this, so there is none to check. The quote shows it is in the paper.
In the paper
“We also carried out regression analysis using perceived procedural justice as a continuous independent variable and found identical results.”
§ Recovery Voice and Satisfaction After Service Failure An Experimental Investigation of Mediating and Moderating Factors > APPENDIX C Scales for Measuring Overall Postfailure Satisfaction and Perceived Procedural Justice
plain- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: fails — The paper’s conclusions may not depend on it.
- Based: passes — The paper gives a reason why it holds.
Probably not a substantial claim. The paper’s conclusions may not depend on it.
A conclusion the paper draws from its own results — it cites no other source for it, so there is none to check. The quote shows it is in the paper.
In the paper
“Moreover, perceptions of incompetence may result from asking for customer input in a recovery situation.”
§ Recovery Voice and Satisfaction After Service Failure An Experimental Investigation of Mediating and Moderating Factors > DISCUSSION
hedgedconditional- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: fails — The paper’s conclusions may not depend on it.
- Based: fails — The paper may give no reason why it holds.
Probably not a substantial claim. The paper’s conclusions may not depend on it. The paper may give no reason why it holds.
A conclusion the paper draws from its own results — it cites no other source for it, so there is none to check. The quote shows it is in the paper.
In the paper
“For example, offering a consumer a voice in the recovery situation increases the expectation that the input is listened to.”
§ Recovery Voice and Satisfaction After Service Failure An Experimental Investigation of Mediating and Moderating Factors > DISCUSSION
plaindirect- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: fails — The paper’s conclusions may not depend on it.
- Based: fails — The paper may give no reason why it holds.
Probably not a substantial claim. The paper’s conclusions may not depend on it. The paper may give no reason why it holds.
A claim is checked only against the cited paper’s full text, never its abstract, and none is available for its sources.
In the paper
“Past research has operationalized voice as the willingness of a customer to air his or her complaint to a firm (e.g., Didow and Barksdale 1982;Goodwin and Ross 1992;Sparks and McColl-Kennedy 2001).”
§ Recovery Voice and Satisfaction After Service Failure An Experimental Investigation of Mediating and Moderating Factors > DISCUSSION
What the sources say
plain- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: passes — The paper’s conclusions depend on it.
- Based: passes — The paper gives a reason why it holds.
Probably not a substantial claim.
A conclusion the paper draws from its own results — it cites no other source for it, so there is none to check. The quote shows it is in the paper.
In the paper
“Thus, if the consumer's demands are deemed unrealistic and are not fully acted on, the end result could be negative.”
§ Recovery Voice and Satisfaction After Service Failure An Experimental Investigation of Mediating and Moderating Factors > DISCUSSION
hedgedconditional- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: passes — The paper’s conclusions depend on it.
- Based: passes — The paper gives a reason why it holds.
Probably not a substantial claim.
What the paper did — it cites no source for this, so there is none to check. The quote shows it is in the paper.
In the paper
“Because the experiment entailed responding to online vignettes, feelings and emotions surrounding actual service failures were not fully experienced.”
§ Recovery Voice and Satisfaction After Service Failure An Experimental Investigation of Mediating and Moderating Factors > DISCUSSION
plaindirect- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: passes — The paper’s conclusions depend on it.
- Based: passes — The paper gives a reason why it holds.
It may state two separate claims as one.
In the paper
“Others, such as Smith, Bolton, and Wagner (1999), have modeled the effect of recovery attributes such as response speed on procedural justice and procedural justice on satisfaction separately but have not specifically tested for its mediating effect.”
§ Recovery Voice and Satisfaction After Service Failure An Experimental Investigation of Mediating and Moderating Factors > DISCUSSION
What the sources say
- Not checked — no full text of the sourcecites Smith, Bolton, and Wagner (1999) source
plaindirect- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: passes — The paper’s conclusions depend on it.
- Based: passes — The paper gives a reason why it holds.
It may state two separate claims as one.
In the paper
“According to Keppel and Wickens (2006), when an interaction effect is present, the main effects should not be interpreted directly but examined using simple effects, because a significant interaction effect means that the effect of one independent variable depends on another variable.”
§ Recovery Voice and Satisfaction After Service Failure An Experimental Investigation of Mediating and Moderating Factors > APPENDIX C Scales for Measuring Overall Postfailure Satisfaction and Perceived Procedural Justice
What the sources say
- Not matchedcites Keppel and Wickens (2006)
Couldn’t be matched to a paper in Crossref, so it can’t be checked.
plain- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: passes — The paper’s conclusions depend on it.
- Based: passes — The paper gives a reason why it holds.
Probably not a substantial claim.
- Not matched
In the paper
“We had expected gender to make a difference on the basis of similar results found in the psychology literature in pay and performance appraisals, layoff policies, and selection procedures (Greenberg 1990).”
§ Recovery Voice and Satisfaction After Service Failure An Experimental Investigation of Mediating and Moderating Factors > DISCUSSION
What the sources say
- Not matchedcites Greenberg 1990
Couldn’t be matched to a paper in Crossref, so it can’t be checked.
plain- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: fails — The paper’s conclusions may not depend on it.
- Based: passes — The paper gives a reason why it holds.
Probably not a substantial claim. The paper’s conclusions may not depend on it.
- Not matched
A conclusion the paper draws from its own results — it cites no other source for it, so there is none to check. The quote shows it is in the paper.
In the paper
“First, it is prudent to note that asking consumers for input in constructing their redress initiatives can result in negative outcomes.”
§ Recovery Voice and Satisfaction After Service Failure An Experimental Investigation of Mediating and Moderating Factors > DISCUSSION
plainconditional- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: fails — The paper’s conclusions may not depend on it.
- Based: passes — The paper gives a reason why it holds.
Probably not a substantial claim. The paper’s conclusions may not depend on it.
What the paper did — it cites no source for this, so there is none to check. The quote shows it is in the paper.
In the paper
“This scenario approach enables costly and difficult manipulations to be more easily operationalized”
§ Recovery Voice and Satisfaction After Service Failure An Experimental Investigation of Mediating and Moderating Factors > APPENDIX C Scales for Measuring Overall Postfailure Satisfaction and Perceived Procedural Justice
plaindirect- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: passes — The paper’s conclusions depend on it.
- Based: passes — The paper gives a reason why it holds.
Probably not a substantial claim.
What the paper did — it cites no source for this, so there is none to check. The quote shows it is in the paper.
In the paper
“In our study, past experience was held constant across all scenarios.”
§ Recovery Voice and Satisfaction After Service Failure An Experimental Investigation of Mediating and Moderating Factors > DISCUSSION
plain- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: fails — The paper’s conclusions may not depend on it.
- Based: passes — The paper gives a reason why it holds.
Probably not a substantial claim. The paper’s conclusions may not depend on it.
The paper states this without a source or data behind it here, so there is nothing to check it against. The quote shows it is in the paper.
In the paper
“The mediation test is a stronger test of how the impact of recovery voice on overall postfailure satisfaction takes place.”
§ Recovery Voice and Satisfaction After Service Failure An Experimental Investigation of Mediating and Moderating Factors > DISCUSSION
boosteddirect- Asserted: passes — The authors put it forward as true.
- Checkable: fails — It may be too vague to check against evidence.
- Load-bearing: passes — The paper’s conclusions depend on it.
- Based: passes — The paper gives a reason why it holds.
Probably not a substantial claim. It may be too vague to check against evidence.
A claim is checked only against the cited paper’s full text, never its abstract, and none is available for its sources.
In the paper
“Specifically, as suggested by that literature, customers vary in their importance to service firms, and their individual value should therefore be assessed (e.g., Bell et al. 2002;Hogan, Lemon, and Libai 2003;Venkatesan and Kumar 2004).”
§ Recovery Voice and Satisfaction After Service Failure An Experimental Investigation of Mediating and Moderating Factors > DISCUSSION
What the sources say
hedged- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: fails — The paper’s conclusions may not depend on it.
- Based: passes — The paper gives a reason why it holds.
Probably not a substantial claim. The paper’s conclusions may not depend on it.
The paper relies on this without support.
The written scenarios realistically represent actual service failure situations, such that participants' responses reflect how real customers would respond.
“The extent to which the respondents found the scenarios to be realistic was measured by asking the question”
The paper relies on this without support.
The items used to measure procedural justice, overall satisfaction, recovery voice, and past transaction history are valid measures of those constructs.
“The respondents indicated their perceptions of recovery voice on two items:”
The paper relies on this without support.
The airline and hotel service failure scenarios are comparable enough to combine into a single sample for analysis.
“The same ANOVA models were also estimated with the combined sample using the same set of independent and dependent variables.”
The paper relies on this without support.
The online consumer panel respondents are representative of consumers who experience service failures.
“Data were collected using an online consumer panel of a large reputed marketing research company.”
Claims other papers make about this one
Each is checked against this paper’s own text: does it say what the citing paper says it does?
The source backs part of the claim, not all of it — or backs it for a different population, condition or comparison.
In the citing paper
“It is argued and empirically shown that justice perceptions (distributive, procedural, and interactional justice) completely mediate the relationship between organizational responses and post-complaint satisfaction (Karande, Magnini, and Tam 2007; Maxham III and Netemeyer 2003; Smith, Bolton, and Wagner 1999).”
From A Meta-Analysis of Organizational Complaint Handling and Customer Responses (2011) · cites this paper as Karande, Magnini, and Tam 2007
Experimental — accuracy not yet measured
Statistics that don’t add up
Each reported p-value recomputed from its test statistic and degrees of freedom.
Rated minor: it would not touch a result — a value no result rests on, a p-value that stays on the same side of the significance level, or a conflict that is clerical, resolved elsewhere in the paper, or outside its own findings.
In the paper
“F(1, 208) = 3.84, p = .07”
§ Recovery Voice and Satisfaction After Service Failure An Experimental Investigation of Mediating and Moderating Factors > Moderating Effects of Gender and Past Transaction History
Reported p = .07 · recomputed p = .051
Statistics recomputed
Every reported test result, recomputed from its test statistic and degrees of freedom. A result shows as not adding up only once an independent check has confirmed it.
- Doesn’t add upF(1, 208) = 3.84reported p = .07 · recomputed p = .051
“F(1, 208) = 3.84, p = .07”
- ConsistentF(1, 208) = 22.24reported p < .01 · recomputed p < .001
“F(1, 208) = 22.24, p < .01”
- ConsistentF(1, 200) = 31reported p < .01 · recomputed p < .001
“F(1, 200) = 31.00,p < .01”
- ConsistentF(1, 416) = 60.04reported p < .01 · recomputed p < .001
“F(1, 416) = 60.04,p < .01”
- ConsistentF(1, 208) = 53.27reported p < .01 · recomputed p < .001
“F(1, 208) = 53.27,p < .01”
- ConsistentF(1, 200) = 54.16reported p < .01 · recomputed p < .001
“F(1, 200) = 54.16,p < .01”
- ConsistentF(1, 416) = 264.2reported p < .01 · recomputed p < .001
“F(1, 416) = 264.20,p < .01”
- ConsistentF(1, 200) = 4.86reported p < .05 · recomputed p = .029
“F(1, 200) = 4.86, p < .05”
- ConsistentF(1, 416) = 7.61reported p < .01 · recomputed p = .006
“F(1, 416) = 7.61, p < .01”
- ConsistentF(1, 416) = 55.49reported p < .001 · recomputed p < .001
“F(1, 416) = 55.49,p < .001”
- ConsistentF(1, 416) = 15.91reported p < .001 · recomputed p < .001
“F(1, 416) = 15.91,p < .001”
- ConsistentF(1, 208) = 21.56reported p < .001 · recomputed p < .001
“F(1, 208) = 21.56,p < .001”
- ConsistentF(1, 208) = 5.15reported p < .05 · recomputed p = .024
“F(1, 208) = 5.15, p < .05”
- ConsistentF(1, 200) = 31.69reported p < .001 · recomputed p < .001
“F(1, 200) = 31.69,p < .001”
- ConsistentF(1, 200) = 6.11reported p < .05 · recomputed p = .014
“F(1, 200) = 6.11, p < .05”
- ConsistentF(1, 416) = 3.93reported p < .05 · recomputed p = .048
“F(1, 416) = 3.93, p < .05”
- ConsistentF(1, 416) = 179.14reported p < .001 · recomputed p < .001
“F(1, 416) = 179.14,p < .001”
- ConsistentF(1, 416) = 79.57reported p < .001 · recomputed p < .001
“F(1, 416) = 79.57,p < .001”
Self-check
Percentages, sums and reported differences re-computed from the paper’s own numbers.
Each contradiction between two passages listed here was confirmed by an independent check.
Rated major: it would touch a result — a value a result rests on, reported and recomputed p-values on opposite sides of the significance level, two passages that conflict with no sign which is right, or a cited work retracted before this paper was published.
In the paper
§ Recovery Voice and Satisfaction After Service Failure An Experimental Investigation of Mediating and Moderating Factors > Moderating Effects of Gender and Past Transaction History
“Interaction effects between recovery voice and past transaction history on procedural justice were significant for the hotel sample, F(1, 200) = 4.86, p < .05,and the combined sample, F(1, 416) = 7.61, p < .01,and approached significance for the airline sample, F(1, 208) = 3.84, p = .07).”
§ Recovery Voice and Satisfaction After Service Failure An Experimental Investigation of Mediating and Moderating Factors > Mediation Analysis
“RV × PTH 3.15* .026.13* .037.61*** .02”
Rated major: it would touch a result — a value a result rests on, reported and recomputed p-values on opposite sides of the significance level, two passages that conflict with no sign which is right, or a cited work retracted before this paper was published.
In the paper
§ Recovery Voice and Satisfaction After Service Failure An Experimental Investigation of Mediating and Moderating Factors > Hypotheses Testing
“High procedural justice Male customers 5.04 7.00 Female customers 3.70 5.47”
§ Recovery Voice and Satisfaction After Service Failure An Experimental Investigation of Mediating and Moderating Factors > Hypotheses Testing
“customers had higher overall postfailure satisfaction when they had higher procedural justice perceptions (M = 5.93, 7.04, and 6.78 for the airline, hotel, and combined samples, respectively)”
Rated minor: it would not touch a result — a value no result rests on, a p-value that stays on the same side of the significance level, or a conflict that is clerical, resolved elsewhere in the paper, or outside its own findings.
In the paper
§ Recovery Voice and Satisfaction After Service Failure An Experimental Investigation of Mediating and Moderating Factors > Moderating Effects of Gender and Past Transaction History
“The only significant moderating effect was that of past transaction history on the recovery voice → overall postfailure satisfaction relationship (Hypothesis 6).”
§ Recovery Voice and Satisfaction After Service Failure An Experimental Investigation of Mediating and Moderating Factors > Moderating Effect of Past Transaction History
“Hypothesis 6: In a service recovery situation, the effect of granting recovery voice on customers' perceived procedural justice will be stronger for established customers with long transaction histories than for new customers with short transaction histories.”
Rated minor: it would not touch a result — a value no result rests on, a p-value that stays on the same side of the significance level, or a conflict that is clerical, resolved elsewhere in the paper, or outside its own findings.
In the paper
§ Recovery Voice and Satisfaction After Service Failure An Experimental Investigation of Mediating and Moderating Factors > Procedure
“The recovery voice treatment was administered to 109 airline and 97 hotel respondents and no recovery voice to 107 airline and 111 hotel respondents”
§ Recovery Voice and Satisfaction After Service Failure An Experimental Investigation of Mediating and Moderating Factors > Procedure
“Airline (n = 216) Hotel (n = 208) Question RV (n = 107) No RV (n = 109) F(1, 214) RV (n = 111) No RV (n = 97)”
Rated minor: it would not touch a result — a value no result rests on, a p-value that stays on the same side of the significance level, or a conflict that is clerical, resolved elsewhere in the paper, or outside its own findings.
In the paper
§ Recovery Voice and Satisfaction After Service Failure An Experimental Investigation of Mediating and Moderating Factors > Procedure
“114 airline and 111 hotel participants were exposed to short transaction histories and 102 airline and 97 hotel participants to long transaction histories.”
§ Recovery Voice and Satisfaction After Service Failure An Experimental Investigation of Mediating and Moderating Factors > Procedure
“Long PTH Short PTH Long PTH Short PTH Question (n = 102) (n = 114) F(1, 214) (n = 111) (n = 97)”
Rated minor: it would not touch a result — a value no result rests on, a p-value that stays on the same side of the significance level, or a conflict that is clerical, resolved elsewhere in the paper, or outside its own findings.
In the paper
“Recovery M = 7.69 M = 6.90 M = 7.83 M = 7.82 voice (n = 49) (n = 49) (n = 51) (n = 60) No recovery M = 7.36 M = 7.63 M = 7.35 M = 7.35 voice (n = 53) (n = 56) (n = 46) (n = 51)”
§ Recovery Voice and Satisfaction After Service Failure An Experimental Investigation of Mediating and Moderating Factors > Procedure
Reported 216 · recomputed 207
Rated minor: it would not touch a result — a value no result rests on, a p-value that stays on the same side of the significance level, or a conflict that is clerical, resolved elsewhere in the paper, or outside its own findings.
In the paper
§ Recovery Voice and Satisfaction After Service Failure An Experimental Investigation of Mediating and Moderating Factors > DISCUSSION
“Also, the correlations between past transaction history and the other variables, as well as the means of the satisfaction scores, are higher for the hotel scenario than for the airline scenario.”
§ Recovery Voice and Satisfaction After Service Failure An Experimental Investigation of Mediating and Moderating Factors > Hypotheses Testing
“Past transaction -.03 .27***.33***history Gender a <-.01 -.09 -.11 -.02 Hotel scenario (n = 208) Procedural justice .36***Satisfaction .38***.55***Past transaction -.01 .02.04history”
Citations
Cites
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A conceptual model of service quality and its implications for future research
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Asymptotic Confidence Intervals for Indirect Effects in Structural Equation Models
Sobel, M. E. (1982) · Sociological Methodology · doi:10.2307/270723 · Cited by 12,810
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On the dimensionality of organizational justice: a construct validation of a measure.
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Satisfaction: a behavioral perspective on the consumer
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The Service Encounter: Diagnosing Favorable and Unfavorable Incidents
Bitner, M. J., Booms, B. H., & Tetreault, M. S. (1990) · Journal of Marketing · doi:10.2307/1252174 · Cited by 4,860
A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions
Boulding, W., Kalra, A., Staelin, R., & Zeithaml, V. A. (1993) · Journal of Marketing Research · doi:10.1177/002224379303000102 · Cited by 3,815
Research works printed but not linked: 10
- American Consumer Satisfaction Index, 2007, Scores by Industry: Airlines
- 2007, Scores by Industry: Hotels
- Keppel, Geoffrey, 2006, Design and Analysis: A Research's Handbook
- 1976, Fairness in Social Responsibilities
- Tom R. Tyler, 1988, The Sociology Psychology of Procedural Justice
- Nunnally, Jum C., 1994, Psychometric Theory
- 1989, Journal of Customer Satisfaction, Dissatisfaction, and Complaining Behavior, 2, 146
- Rosener, Judy B., 1990, Harvard Business Review, 68, 119
- Sparks, Beverley A., 2001, Journal of Business, 54, 209
- Tax, Stephen S., 1998, Journal of Marketing,, 62, 6
Cited by
Sorted by citations
Items 101–176 of 176
Kuzgun, E., Altınigne, N., & Arıkan, E. (2022) · Journal Of Vacation Marketing · doi:10.1177/13567667221095591 · Cited by 9
“Scenario-based experiments are widely used in service failure and recovery studies (e.g. Harris et al., 2006; Karande et al., 2007; Smith and Bolton, 1998).”
MethodThe effect of inoculation messages on service recovery
Ma, K., & Qian, S. (2022) · Marketing Intelligence & Planning · doi:10.1108/mip-10-2021-0369 · Cited by 9
Antiservice Within the Medical Service Encounter: Lessons for Radiologists Beyond Service Recovery
Hill, P. A., & Hill, R. P. (2015) · Journal of the American College of Radiology · doi:10.1016/j.jacr.2015.06.019 · Cited by 9
Parast, M. M., & Golmohammadi, D. (2021) · Computers & Industrial Engineering · doi:10.1016/j.cie.2021.107654 · Cited by 9
Evaluating Quality Improvement of Service Recovery for Ocean Freight Forwarders in Taiwan
Ding, J., & Tsai, P.-P. (2012) · Information Technology Journal · doi:10.3923/itj.2012.1579.1587 · Cited by 9
Ahmadi, A., & Fakhimi, S. (2021) · Journal of Contemporary Marketing Science · doi:10.1108/jcmars-01-2021-0001 · Cited by 8
A century of research on complaints: longitudinal bibliometric analysis of WoS (1900–2019)
Küster-Boluda, A., López, N. V., & Boluda, I. K. (2022) · Total Quality Management & Business Excellence · doi:10.1080/14783363.2022.2030213 · Cited by 8
“Smith et al. (1999) Maxham and Netemeyer (2003) Karande et al. (2007) It is argued and empirically shown that perceptions of justice (distributive, procedural and interactional justice) fully mediate the relationship between organisational responses and post-complaint satisfaction.”
BackgroundThe role of relationship on time and monetary compensation
Chang, J. (2017) · Service Industries Journal · doi:10.1080/02642069.2017.1365843 · Cited by 8
“Several studies have indicated that appropriate compensation can increase customers’ overall satisfaction after a service failure (Karande et al., 2007; McCollough et al., 2000; Miller, Craighead, & Karwan, 2000; Roschk & Gelbrich, 2014; Smith & Bolton, 2002; Spreng, Harrell, & Mackoy, 1995).”
BackgroundKruger, L.-M., Mostert, P. G., & Beer, L. T. D. (2015) · South African Journal of Economic and Management Sciences · doi:10.17159/2222-3436/2015/v18n4a11 · Cited by 11
Customer Responses to Service Failure and Recovery Experiences
Singh, J., & Crisafulli, B. (2015) · Springer eBooks · doi:10.1007/978-3-319-13440-6_8 · Cited by 7
Buffering the service failure-induced effect of anger on revenge
Walsh, G., Deseniss, A., Ivens, S., & Schaarschmidt, M. (2019) · Kybernetes · doi:10.1108/k-01-2019-0071 · Cited by 7
A View from the Aisle Revisited: Delight and Outrage in the Classroom
Swanson, S. R., Azab, C., & Davis, J. C. (2015) · Marketing Education Review · doi:10.1080/10528008.2015.1044858 · Cited by 7
The sales recovery audit: Learning to walk the talk
Gonzalez, G. R., Hoffman, K. D., & Ingram, T. N. (2013) · Industrial Marketing Management · doi:10.1016/j.indmarman.2013.08.004 · Cited by 7
Kundenrückgewinnung und Dialogmarketing
Mann, A. (2009) · Gabler eBooks · doi:10.1007/978-3-8349-8535-4_7 · Cited by 6
Müller, J., Schade, M., & Burmann, C. (2023) · Sustainability · doi:10.3390/su152215909 · Cited by 7
Terblanche, N. (2016) · Service Business · doi:10.1007/s11628-015-0268-z · Cited by 6
“Scenario-based treatments are often utilized in service experiments and reported in the literature (Bitner 1990; Grougiou and Pettigrew 2011; Karande et al. 2007).”
Hüttl‐Maack, V., Pick, D., & Gierl, H. (2017) · Review of Managerial Science · doi:10.1007/s11846-017-0259-7 · Cited by 6
The Role of Redress in B2C E-Business
Ong, C. E., & Singh, M. (2009) · Journal of the Association for Information Systems · Cited by 6
A comparison of British and Italian customer-complaint forms
Giannoni, D. S. (2013) · English for Specific Purposes · doi:10.1016/j.esp.2013.10.003 · Cited by 5
Exploring Customers’ Experiences of Service Co-Recovery
Tronvoll, B., & Edvardsson, B. (2019) · Service Science · doi:10.1287/serv.2019.0246 · Cited by 5
Walsh, G., Ndubisi, N. O., & Ibeh, K. (2009) · Cited by 5
Poor and rich customers in the service encounter
Söderlund, M. (2017) · Journal of service management · doi:10.1108/josm-08-2015-0260 · Cited by 4
Perceived Justice in Service Recovery: Study of Experimental Design on Indonesian Customers
Ellyawati, J., Dharmmes, B. S., Purwanto, B. M., & van Herk, H. (2013) · UAJY Repository (University of Southampton) · Cited by 4
Evaluating Turkish Banks’ Complaint Management Performance Using Multi-Criteria Decision Analysis
Arsu, T., & Aytaç, M. B. (2023) · Springer eBooks · doi:10.1007/978-3-031-36570-6_9 · Cited by 3
Análisis de los procesos de recuperación del servicio en el sector de telefonía móvil
Fierro, J. J. C., Pineda, J. M. B., Ruiz‐Benítez, R., & Vázquez‐Carrasco, R. (2011) · Cuadernos de Economía y Dirección de la Empresa · doi:10.1016/j.cede.2010.12.002 · Cited by 3
Does Corporate Image Really Matter in Service Recovery Context?
Mostafa, R. B. (2016) · International Journal of Customer Relationship Marketing and Management · doi:10.4018/ijcrmm.2017010101 · Cited by 3
Gardó, T. F., Velázquez, B. M., & Molina, M. E. R. (2015) · UCJC Business and Society Review (formerly known as Universia Business Review) · Cited by 3
Silence is not Golden: The Effects of Prohibitive Voice on Customer Citizenship Behaviors
Lin, Y.-L., Liu, H., & Ngo, P.-T. (2016) · International Business Research · doi:10.5539/ibr.v9n9p24 · Cited by 3
The way justice unleashes staff’s compassion toward hotel guests
Zoghbi‐Manrique‐de‐Lara, P., & Guerra-Báez, R. M. (2016) · International journal of organizational analysis · doi:10.1108/ijoa-04-2015-0862 · Cited by 3
Zhang, M., & Jin, S. (2020) · Journal of Service Science and Management · doi:10.4236/jssm.2020.132026 · Cited by 3
Kwan, H. Y., Siu, N. Y., Zhang, J., & Barnes, B. R. (2025) · Journal of Services Marketing · doi:10.1108/jsm-06-2024-0276 · Cited by 2
Omnichannel technology failures: sources, recovery and perceived risk
Ortlinghaus, A., & Zielke, S. (2025) · International Journal of Retail & Distribution Management · doi:10.1108/ijrdm-02-2025-0075 · Cited by 2
O’Cass, A., Sharifi, S., Siahtiri, V., & Saniee, A. (2026) · Service Industries Journal · doi:10.1080/02642069.2026.2695293 · Cited by 2
“Prior research encourages practitioners to involve customers in recovery strategies (e.g. Dong et al., 2008; Karande et al., 2007; Roggeveen et al., 2012).”
Important Perceptual and Cognitive Factors to Include in Apology E-mails to Dissatisfied customers
송, 재., 정, 우., Chung, K.-M., 정, 우., & 주, 정. (2014) · 한국심리학회지: 인지 및 생물 · doi:10.22172/cogbio.2014.26.2.003 · Cited by 1
Cusin, J., & Flacandji, M. (2021) · Management international · doi:10.7202/1077354ar · Cited by 2
Agnihotri, D., Chaturvedi, P., & Tripathi, V. (2024) · Emerald Group Publishing Limited eBooks · doi:10.1108/978-1-83549-272-720241003 · Cited by 2
Service recovery in higher education: Does national culture play a role?
Gruber, T., Chowdhury, I. N., & Reppel, A. E. (2011) · Journal of Marketing Management · doi:10.1080/0267257x.2011.609133 · Cited by 4
“The focus on the concept of solicitation and discussion echoes the importance of a concept introduced by Karande, Magnini, and Tam (2007) called ‘recovery voice’, which entails a service provider asking a customer (after a failure has occurred) how the problem can best be rectified and which has…”
BackgroundGuests’ perceptions of hotels’ (un)fair treatment of staff: their impact on service recovery
Zoghbi‐Manrique‐de‐Lara, P., Suárez-Acosta, M. A., & Febles, J. M. A. (2014) · European Journal of Tourism Research · doi:10.54055/ejtr.v8i.149 · Cited by 2
“enhance the service provider’s recovery efforts and ultimately affect subsequent customer satisfaction with service recovery (SSR) (e.g., DeWitt et al., 2008; Karande et al., 2007; Karatepe, 2006; Lin, 2010); Mattila and Patterson, 2004; Ok et al.”
BackgroundGhazizadeh, M., & Soluklu, M. E. (2015) · Mediterranean Journal of Social Sciences · doi:10.5901/mjss.2015.v6n3s2p692 · Cited by 2
Yeh, Y.-C. (2011) · AFRICAN JOURNAL OF BUSINESS MANAGEMENT · doi:10.5897/ajbm11.364 · Cited by 2
“A research finding established by numerous documentations (Andreassen, 2001; Boulding et al., 2005; Chou et al., 2009; Disney, 1999; Karande et al., 2007; Kotler, 2000; Lin, 2010; Lovelock and Wirtz, 2011; Lu and Wu, 2010; Lu et al., 2009; Wu et al., 2008) focusing on various industries studies…”
BackgroundHow Does Culture Impact Customer Evaluation in Online Complaining?
Sengupta, S. (2022) · IGI Global eBooks · doi:10.4018/978-1-6684-6287-4.ch083 · Cited by 2
Customer Voice Behavior: A Systematic Review and Future Research Agenda
Efe, F. O., Kabadayı, E. T., Aksoy, N. C., & Alan, A. K. (2025) · International Journal of Consumer Studies · doi:10.1111/ijcs.70142 · Cited by 1
Nguyen, M., Yuan, Y., Cheah, I., & Ngo, L. V. (2026) · Australasian Marketing Journal (AMJ) · doi:10.1177/14413582261451274 · Cited by 1
Analysis of Haier Home Appliance After-sales Service Recovery Illustrated by the Case of Jiaxing
Xie, F., Xiaoye, Z., & Yuqing, Y. (2013) · Journal of Applied Sciences · doi:10.3923/jas.2013.1661.1664 · Cited by 1
Marketing-Mix: Übergreifende Instrumente
Meffert, H., Burmann, C., Kirchgeorg, M., et al. (2018) · Marketing · doi:10.1007/978-3-658-21196-7_9 · Cited by 1
Wąsowicz-Zaborek, E., Jaremen, D. E., Michalska-Dudek, I., & Lubowiecki-Vikuk, A. P. (2024) · International Journal of Contemporary Management · doi:10.2478/ijcm-2024-0014 · Cited by 1
Chua, B., Othman, M., Boo, H. C., Karim, S. A., & Ramachandran, S. (2009) · Universiti Putra Malaysia Institutional Repository (Universiti Putra Malaysia) · Cited by 1
A dual-mediation model of justice and service recovery
Xu, Y., Marshall, R., & Tronvoll, B. (2011) · Tuwhera (Auckland University of Technology)
E-Mail Service Quality of Profit and Not for Profit Organisations in the Tourism Industry
Bauernfeind, U., & Dickinger, A. (2009) · Springer eBooks · doi:10.1007/978-3-211-93971-0_31
“the way a customer is treated in the service recovery process ( Karande, Magnini, & Tam, 2007 ).”
BackgroundApology Strategies for Informal Complaints in Service Recovery and CRM Systems
Kellogg, D., & Cunningham, L. F. (2014) · International Journal of Information Systems and Social Change · doi:10.4018/ijissc.2014070103 · Cited by 4
How hotel staff reacts to guests (un)fair treatment by the hotel
Zoghbi‐Manrique‐de‐Lara, P., Espino‐Rodríguez, T. F., & Guerra-Báez, R. M. (2014) · Acceda (Universidad de Las Palmas de Gran Canaria)
Yeh, Y.-C. (2011) · Educational Research Review · doi:10.5897/err10.212
Chua, B., Boo, H. C., Karim, M., Othman, M., & Ramachandran, S. (2010) · Universiti Putra Malaysia Institutional Repository (Universiti Putra Malaysia)
Klagomålshantering av e-handelsföretag på Facebook
Hansson, A., Larsson, K., & Persson, B. (2014)
Ji, H.-J. (2015) · Journal of the Korea Academia-Industrial cooperation Society · doi:10.5762/kais.2015.16.6.3829
A Study on the Differences of Customers’ Perceived Recovery Justice in Hotel Room Service
Kim, Y.-T., & Choi, K. (2016) · FoodService Industry Journal · doi:10.22509/kfsa.2016.12.1.008
Conceptualizing the holisitc Co-recovery Customer Experience
Arsenovic, J. F., Edvardsson, B., Tronvoll, B., Åkesson, M., & Gruber, T. (2017)
Hotel's Responses Toward on Line Complaints
Trianasari, N. (2018) · International Conference on E-Business and Applications (ICEBA) · doi:10.1145/3194188.3194198
“Next, among other things, the common service recovery actions are apology, explanation, and compensation [19] [20].”
BackgroundResultA Case Study of Service Failure and Recovery in Tourism within China Southern Airline
Yang, Y., & Hassett, L. (2018) · DEStech Transactions on Economics Business and Management · doi:10.12783/dtem/eced2018/23994
“Rather than negatively waiting for customers to complain, a higher level of post-recovery satisfaction is examined to appear if organisations proactively voice the recovery options [14].”
BackgroundPARK, S. I., & Kim, M. J. (2012) · Journal of Product Research · doi:10.36345/kacst.2012.30.7.011
Opportunistic Claiming Behavior in Two-sided Market
Liu, X., Zhou, W., & Zhao, L. (2013) · WHICEB
FLYER'S CORNER: SOME SIMPLE TRUTHS ABOUT SCHEDULED AIR TRAVEL
Polydoropoulou, A., Chortatsiani, E., & Kamargianni, M. (2012) · Journal of Air Transport Studies · doi:10.38008/jats.v3i1.94
An experimental investigation into the timing of service failure communication
Dallinger, I. (2021) · VTechWorks (Virginia Tech)
Yang, K.-F., Yang, H., & Huang, C.-H. (2021) · International Journal of e-Education e-Business e-Management and e-Learning · doi:10.17706/ijeeee.2022.12.1.42-48
“Based on the ISP & BSP model, there are three different levels for operational management and decision-making functions in the enterprise [1].”
MethodRepeated Customer Interactions in Service Encounter CascadesPreprint
Dotzel, T., & Yang, N. (2022) · SSRN Electronic Journal · doi:10.2139/ssrn.4137822
Kim, K., & Ha, H. (2023) · Asia Pacific Journal of Tourism Research · doi:10.1080/10941665.2023.2293806 · Cited by 1
“Procedural justice refers to customers ’ perceptions of the fairness of the policies and decision-making processes required to recover from service failures (Karande et al., 2007; Mattila, 2001; Wen & Chi, 2013).”
BackgroundKim, B.-S., Kim, J.-H., & Kim, W. (2024) · Studies in computational intelligence · doi:10.1007/978-3-031-53385-3_6
Repeated Customer Interactions in Service Encounter CascadesPreprint
Chen, L., Dotzel, T., & Yang, N. (2024) · SSRN Electronic Journal · doi:10.2139/ssrn.5000027
Kim, M. J., & Jung, S. (2025) · Journal of the Korean Society of Clothing and Textiles · doi:10.5850/jksct.2025.49.1.49
Seeking redress from third parties : the roles of the mediator in the service recovery process
Mardumyan, A. (2018) · theses.fr (ABES) · doi:10.70675/2768681ez45dcz45adz84cfz48457e160972
Schade, M., Kanitz, C., Abraham, E. J., & Burmann, C. (2026) · The International Review of Retail Distribution and Consumer Research · doi:10.1080/09593969.2026.2655277
From Service Failure to Behavioural Intention: Perspectives on Malaysia
Hussain, S., Priporas, C., & Khaneja, S. (2026) · Palgrave studies in cross-disciplinary business research, in association with EuroMed Academy of Business · doi:10.1007/978-3-032-26496-1_13
Muthoni, N., Otieno, H. N., & Dadzie, K. Q. (2026) · Journal of African Business · doi:10.1080/15228916.2026.2719273
Wu, M. (2013) · doi:10.31274/etd-180810-3346
“Karande, Magnini, and Tam (2007), Susskind (2002), and Tax, Brown, and Chandrashekaran (1998) agreed on the definition of negative traditional Word-of-Mouth in the hospitality industry as the customers’ vocal complaints regarding service failures to the service operators.”
Background
Metadata
- Authors
- Karande, K., Magnini, V. P., & Tam, L.
- Affiliations
- Old Dominion University (US)
- Longwood University (US)
- Venue
- Journal of Service Research
- Publisher
- SAGE Publications
- Published
- 2007-11
- Volume
- 10
- Issue
- 2
- Pages
- 187-203
- ISSN
- 1094-6705 (ISSN-L)
- 1552-7379
- OpenAlex
- W2148799739
- Cited by
- 176
- References
- 52
- Citations by year
- 2026: 5 · 2025: 4 · 2024: 5 · 2023: 7 · 2022: 5 · 2021: 17 · 2020: 3 · 2019: 13 · 2018: 10 · 2017: 11 · 2016: 12 · 2015: 16 · 2014: 14 · 2013: 11 · 2012: 8
- FWCI
- 13.63
- Type
- journal article
- Language
- en
- Open access
- bronze
- doi.org
- Locations
- Journal of Service Research (publishedVersion)
- Digital Commons - Longwood (Longwood University) (submittedVersion)
- Topics
- Social Sciences › Business, Management and Accounting › Marketing › Customer Service Quality and Loyalty
- Social Sciences › Business, Management and Accounting › Marketing › Service and Product Innovation
- Social Sciences › Business, Management and Accounting › Marketing › AI in Service Interactions
- Keywords
- service failure, procedural justice, customer complaints, service recovery, airline services, hotel services, transaction history, customer relationships
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