Perceived Justice in Service Recovery and Recovery Satisfaction: The Moderating Role of Corporate Image


  •  Davoud Nikbin    
  •  Ishak Ismail    
  •  Malliga Marimuthu    
  •  Mohammad Jalalkamali    

Abstract

The purpose of this study is to assess the influence of perceived justice on recovery satisfaction and to examine
the moderating role of corporate image in the relationship between perceived justice and recovery satisfaction.
Data were gathered on perceived justice with service recovery, corporate image and recovery satisfaction by
means of survey from Iran Air customers who experienced a service failure within last year. The results show
that distributive and interactional justices have significant effects on recovery satisfaction. The effect of
distributive justice on recovery satisfaction was stronger than interactional justice. Additionally, hierarchical
regression analyses suggested that corporate image plays a moderating role between perceived justice and
recovery satisfaction in the distributive and interactional justice dimensions. Managerial implications of these
findings are briefly discussed.


This work is licensed under a Creative Commons Attribution 4.0 License.
  • ISSN(Print): 1918-719X
  • ISSN(Online): 1918-7203
  • Started: 2009
  • Frequency: quarterly

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