Justice Strategy Options for Increased Customer Value in a Services Recovery Setting

Hong-Sheng Chang ； Jui-Lin Ho ； Chien-Ming Tseng

《International Journal of Business and Information》 2卷2期 (2007/12) Pp. 241-264

https://doi.org/10.6702/ijbi.2007.2.2.5

並列摘要

This study elucidates the structural relationships among service recovery, perceived justice, and customer emotional, social, and functional value, and explores the modulating effect of this structural relationship. Samples were collected using questionnaires assessed for investigative reliability and validity. The authors then used the LISREL statistical approach to analyze the foregoing data, based on the consumers' perspective. The findings are as follows. First, perceived justice is positively affected by service recovery. Second, psychological service recovery positively influences interactive and procedural justice. Third, tangible service recovery positively affects distributive justice. Fourth, customer value is affected by perceived justice. Fifth, interactive justice influences emotional value. Sixth, procedural justice affects social value. And, seventh, distributive justice influences functional value. Exact service failure categories and attribution were found to be modulating variables between service recovery and perceived justice. In practice, hotel managers can optimize investment in refining the service recovery strategies to increase customer value.

並列關鍵字

Service recovery ； emotional value ； social value ； functional value