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Relationships of Perceived Justice to Service Recovery, Service Failure Attributions, Recovery Satisfaction, and Loyalty in the Context of Airline Travelers

Nikbin, Davoud, Marimuthu, Malliga, Hyun, Sunghyup Sean and Ismail, Ishak (2015). Relationships of Perceived Justice to Service Recovery, Service Failure Attributions, Recovery Satisfaction, and Loyalty in the Context of Airline Travelers. Asia Pacific Journal of Tourism Research,20(3):239-262.

Document type: Journal Article
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Title Relationships of Perceived Justice to Service Recovery, Service Failure Attributions, Recovery Satisfaction, and Loyalty in the Context of Airline Travelers
Author Nikbin, Davoud
Marimuthu, Malliga
Hyun, Sunghyup Sean
Ismail, Ishak
Journal Name Asia Pacific Journal of Tourism Research
Publication Date 2015
Volume Number 20
Issue Number 3
ISSN 1094-1665   (check CDU catalogue open catalogue search in new window)
Start Page 239
End Page 262
Total Pages 24
Place of Publication United Kingdom
Publisher Routledge
Field of Research COMMERCE, MANAGEMENT, TOURISM AND SERVICES
Abstract This study examines the relationships between perceived justice with service recovery (distributive, procedural, interactional, and informational), failure attributions (stability and controllability), recovery satisfaction, and loyalty. We collected data on perceived justice, failure attribution, recovery satisfaction, and customer loyalty through a survey of 263 airline passengers in Malaysia who experienced a service failure and subsequently a service recovery within the past year. The results reveal a significant relationship between perceived justice and recovery satisfaction in terms of distributive, procedural, and interactional justice. Recovery satisfaction had a significant effect on customer loyalty. The inclusion of failure attributions of stability and controllability as moderators indicates that both stability and controllability moderated the relationship between perceived justice and recovery satisfaction in terms of procedural, interactional, and informational justice, implying that the lower the stability and controllability of service failure, the stronger the positive relationship between procedural and informational justice and recovery satisfaction. These results have important implications for marketing theory and management.
Keywords Airline travelers
Service recovery
Perceived justice
Stability
Controllability
Recovery
Satisfaction
Customer loyalty
DOI http://dx.doi.org/10.1080/10941665.2014.889028   (check subscription with CDU E-Gateway service for CDU Staff and Students  check subscription with CDU E-Gateway in new window)
 
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Created: Tue, 27 Jun 2017, 14:21:30 CST by Marion Farram