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01.09.2013 | Empirical article

The relationship between informational justice, recovery satisfaction, and loyalty: the moderating role of failure attributions

verfasst von: Davoud Nikbin, Ishak Ismail, Malliga Marimuthu

Erschienen in: Service Business | Ausgabe 3/2013

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Abstract

The purpose of this study is to explore the relationship between informational justice, recovery satisfaction, and customer loyalty, as well as the moderating role of failure attributions, concerning the link between informational justice and recovery satisfaction. Data were gathered by means of survey from airline passengers who experienced a failure and, subsequently, a recovery within the past 1 year. The current study extends previous research by incorporating informational justice, as well as investigating the impact of stability and controllability attributions, within the existing framework of customers’ post-recovery evaluations. The results of this study found that failure attributions (stability, the frequency of failures, and controllability, whether the airline is responsible for the situation) moderate the relationship between informational justice and recovery satisfaction. The findings also confirmed that there is a positive and significant relationship between recovery satisfaction and loyalty.

Vorheriger Artikel Non-internet self-service technology failures and recoveries: comparing China with the United States

Nächster Artikel Using simulation to establish appropriate vaccination rates and copayment policies from a cost perspective

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Titel: The relationship between informational justice, recovery satisfaction, and loyalty: the moderating role of failure attributions
verfasst von: Davoud Nikbin
Ishak Ismail
Malliga Marimuthu
Publikationsdatum: 01.09.2013
Verlag: Springer Berlin Heidelberg
Erschienen in: Service Business / Ausgabe 3/2013
Print ISSN: 1862-8516
Elektronische ISSN: 1862-8508
DOI: https://doi.org/10.1007/s11628-012-0169-3

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