File Download
  Links for fulltext
     (May Require Subscription)
  • Find via Find It@HKUL
Supplementary

Article: Justice-based Service Recovery Expectations: Measurement and Antecedents

TitleJustice-based Service Recovery Expectations: Measurement and Antecedents
Authors
Issue Date2003
PublisherConsumer Satisfaction, Dissatisfaction and Complaining Behavior, Inc.
Citation
Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 2003, v. 16, p. 36-52 How to Cite?
AbstractThis study attempts to empirically test an alternative conceptualization that directly integrates perceived justice within the expectancy-disconfirmation framework. While our model acknowledges injustice as an important psychological motivator of redress seeking after service failures, we hypothesize that different components of injustice, namely distributive, procedural, and interactional justice, can be meaningfully integrated within the expectancy-disconfirmation model. We examine the measurement properties of our conceptualization based on a field experiment with a sample of 875 respondents. We found that consumers form normative recovery expectations distinctly in terms of distributive justice and procedural/interactional justice. These justice-based recovery expectations are also negatively related to recovery disconfirmation as hypothesized. The results support our attempt to directly incorporate perceived justice within the expectancy-disconfirmation framework. We also explore potential antecendents to consumer recovery expectations and found that each of the two justice components draws from distinct antecedents. All three tested antecedents - magnitude of servce failure, switching cost, and length of the customer-organization relationship - are found to have either a direct or an interactive effect on expectations of distributive justice and procedural/interactional justice.
Persistent Identifierhttp://hdl.handle.net/10722/85872
ISSN

 

DC FieldValueLanguage
dc.contributor.authorYim, CKBen_HK
dc.contributor.authorGu, FFen_HK
dc.contributor.authorChan, KWen_HK
dc.contributor.authorTse, DKen_HK
dc.date.accessioned2010-09-06T09:10:13Z-
dc.date.available2010-09-06T09:10:13Z-
dc.date.issued2003en_HK
dc.identifier.citationJournal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 2003, v. 16, p. 36-52en_HK
dc.identifier.issn0899-8620en_HK
dc.identifier.urihttp://hdl.handle.net/10722/85872-
dc.description.abstractThis study attempts to empirically test an alternative conceptualization that directly integrates perceived justice within the expectancy-disconfirmation framework. While our model acknowledges injustice as an important psychological motivator of redress seeking after service failures, we hypothesize that different components of injustice, namely distributive, procedural, and interactional justice, can be meaningfully integrated within the expectancy-disconfirmation model. We examine the measurement properties of our conceptualization based on a field experiment with a sample of 875 respondents. We found that consumers form normative recovery expectations distinctly in terms of distributive justice and procedural/interactional justice. These justice-based recovery expectations are also negatively related to recovery disconfirmation as hypothesized. The results support our attempt to directly incorporate perceived justice within the expectancy-disconfirmation framework. We also explore potential antecendents to consumer recovery expectations and found that each of the two justice components draws from distinct antecedents. All three tested antecedents - magnitude of servce failure, switching cost, and length of the customer-organization relationship - are found to have either a direct or an interactive effect on expectations of distributive justice and procedural/interactional justice.-
dc.languageengen_HK
dc.publisherConsumer Satisfaction, Dissatisfaction and Complaining Behavior, Inc.en_HK
dc.relation.ispartofJournal of Consumer Satisfaction, Dissatisfaction and Complaining Behavioren_HK
dc.titleJustice-based Service Recovery Expectations: Measurement and Antecedentsen_HK
dc.typeArticleen_HK
dc.identifier.openurlhttp://library.hku.hk:4550/resserv?sid=HKU:IR&issn=0899-8620&volume=16&spage=36&epage=52&date=2003&atitle=Justice-based+Service+Recovery+Expectations:+Measurement+and+Antecedentsen_HK
dc.identifier.emailYim, CKB: yim@business.hku.hken_HK
dc.identifier.emailGu, FF: floragu@business.hku.hken_HK
dc.identifier.emailChan, KW: wchan3@hkucc.hku.hken_HK
dc.identifier.emailTse, DK: davidtse@business.hku.hken_HK
dc.identifier.authorityYim, BCK=rp01122en_HK
dc.identifier.authorityTse, DKC=rp01100en_HK
dc.description.naturelink_to_OA_fulltext-
dc.identifier.hkuros92006en_HK
dc.identifier.volume16-
dc.identifier.spage36-
dc.identifier.epage52-
dc.publisher.placeUnited States-

Export via OAI-PMH Interface in XML Formats


OR


Export to Other Non-XML Formats