This research was carried out within the framework of the research project “La Cooperación como Factor Determinante de la Competitividad de Empresas Turísticas,” funded by the Spanish Ministerio de Educación y Ciencia (MEC-04-SEJ-05267/ECON).
Perceived justice of service recovery strategies: Impact on customer satisfaction and quality relationship†
Version of Record online: 7 APR 2010
© 2010 Wiley Periodicals, Inc.
Psychology & Marketing
Volume 27, Issue 5, pages 487–509, May 2010
How to Cite
Vázquez-Casielles, R., Suárez Álvarez, L. and Díaz Martín, A. M. (2010), Perceived justice of service recovery strategies: Impact on customer satisfaction and quality relationship. Psychol. Mark., 27: 487–509. doi: 10.1002/mar.20340
- Issue online: 7 APR 2010
- Version of Record online: 7 APR 2010
This article aims to build on previous research analyzing the effects of perceived justice on customers' satisfaction with service recovery and the attitudinal consequences of the recovery strategies firms adopt after service failures occur. The results obtained from a conceptual model developed for the mobile-phone sector support the idea that justice perceptions positively influence satisfaction with service recovery. Other findings are that satisfaction with service recovery positively affects trust and commitment, and that these two variables, in turn, positively affect overall customer satisfaction. Finally, the results also suggest that positive past experiences mitigate the effects of inadequate service recovery strategies on the quality of the relationship with the customers. © 2010 Wiley Periodicals, Inc.