user

Perceived justice and post-recovery satisfaction in banking service failures: Do commitment types matter?

被引：23
|
作者：
Tektas, Oznur Ozkan [1 ]
机构：
[1] Hacettepe Univ, Dept Business Adm, Ankara, Turkey
来源：
SERVICE BUSINESS | 2017年 / 11卷 / 04期
关键词：
Service recovery; Perceived justice; Post-recovery satisfaction (PRS); Affective commitment; Calculative commitment; MODERATING ROLE; CUSTOMER SATISFACTION; LOYALTY; IMPACT; COMPLAINT; ORGANIZATIONS; PERCEPTIONS; REPUTATION; RESPONSES; EMOTIONS;
D O I：
10.1007/s11628-016-0333-2
中图分类号：
F [经济];
学科分类号：
02 ;
摘要：
Based on the notion that the types of customer commitment to a service provider may have diverse reasons and effects on the customer's perceptions, attitudes, and behaviors, this study aims to investigate the different buffering effects of calculative and affective commitments on the perceived justice and post-recovery satisfaction (PRS) relationship. Multiple and hierarchical regression analyses were conducted based on survey data collected from 284 households who experienced service failure in the banking sector. Results revealed that while affective commitment moderates the effects of procedural and interactional justice, calculative commitment increases the impact of distributive and procedural justice on PRS.
引用
收藏
页码：851 / 870
页数：20
相关论文
共 31 条
  • [1] Perceived justice and post-recovery satisfaction in banking service failures: Do commitment types matter?
    Oznur Ozkan Tektas
    [J]. Service Business, 2017, 11 : 851 - 870
  • [2] The Roles of Service Recovery and Perceived Justice on Post-Recovery Satisfaction in M-Commerce
    Ying Kai Liao
    Chih Ying Wu
    Giang Nu To Truong
    Yen Thi Do
    [J]. SUSTAINABILITY, 2022, 14 (22)
  • [3] Effect of Online Service Recovery, Perceived Justice and Post-recovery Satisfaction on Brand WOM: a Conceptual Framework
    Bao, Lin
    [J]. PROCEEDINGS OF 2016 IEEE ADVANCED INFORMATION MANAGEMENT, COMMUNICATES, ELECTRONIC AND AUTOMATION CONTROL CONFERENCE (IMCEC 2016), 2016, : 747 - 751
  • [4] Core Chinese cultural values: Perceived justice and post-recovery satisfaction in higher education services
    Joseph Lok-Man Lee
    Calvin Wah-On Cheng
    Vanessa Shun-Wah Liu
    [J]. Service Business, 2022, 16 : 743 - 770
  • [5] Core Chinese cultural values: Perceived justice and post-recovery satisfaction in higher education services
    Lee, Joseph Lok-Man
    Cheng, Calvin Wah-On
    Liu, Vanessa Shun-Wah
    [J]. SERVICE BUSINESS, 2022, 16 (03) : 743 - 770
  • [6] Perceived justice and service recovery satisfaction in a post-transition economy
    Gidakovic, Petar
    Cater, Barbara
    [J]. JOURNAL OF EAST EUROPEAN MANAGEMENT STUDIES, 2021, 26 (01) : 10 - 43
  • [7] Investigating the Relationship between the Perceived justice, Post-recovery Satisfaction and the Repurchase Intention in online and offline channel
    Lee, Kuan-Yin
    Zhong, Yi-Jing
    Liou, Pei-Yi
    [J]. EDUCATION EXCELLENCE AND INNOVATION MANAGEMENT THROUGH VISION 2020, 2019, : 1073 - 1079
  • [8] Informational Justice and Post-recovery Satisfaction in E-Commerce: The Role of Service Failure Severity on Behavioral Intentions
    Kussusanti, Susanti
    Tjiptoherijanto, Prijono
    Halim, Rizal Edy
    Furinto, Asnan
    [J]. JOURNAL OF ASIAN FINANCE ECONOMICS AND BUSINESS, 2019, 6 (01): : 129 - 139
  • [9] The recovery paradox: The effect of recovery performance and service failure harm on post-recovery customer satisfaction
    McCollough, MA
    [J]. 2001 AMA WINTER EDUCATORS' CONFERENCE - MARKETING THEORY AND APPLICATIONS, 2001, 12 : 181 - 181
  • [10] Satisfaction with service recovery: Perceived justice and emotional responses
    Belen del Rio-Lanza, Ana
    Vazquez-Casielles, Rodolfo
    Ma Diaz-Martin, Ana
    [J]. JOURNAL OF BUSINESS RESEARCH, 2009, 62 (08) : 775 - 781
1234