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The relationship between informational justice, recovery satisfaction, and loyalty: the moderating role of failure attributions

Nikbin, Davoud, Ismail, IIshak and Marimuthu, Malliga (2013). The relationship between informational justice, recovery satisfaction, and loyalty: the moderating role of failure attributions. Service Business,72(3):419-435.

Document type: Journal Article
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Title The relationship between informational justice, recovery satisfaction, and loyalty: the moderating role of failure attributions
Author Nikbin, Davoud
Ismail, IIshak
Marimuthu, Malliga
Journal Name Service Business
Publication Date 2013
Volume Number 72
Issue Number 3
ISSN 1862-8516   (check CDU catalogue  open catalogue search in new window)
eISSN 1862-8508
Start Page 419
End Page 435
Total Pages 17
Place of Publication Germany
Publisher Springer
Field of Research COMMERCE, MANAGEMENT, TOURISM AND SERVICES
Abstract The purpose of this study is to explore the relationship between informational justice, recovery satisfaction, and customer loyalty, as well as the moderating role of failure attributions, concerning the link between informational justice and recovery satisfaction. Data were gathered by means of survey from airline passengers who experienced a failure and, subsequently, a recovery within the past 1 year. The current study extends previous research by incorporating informational justice, as well as investigating the impact of stability and controllability attributions, within the existing framework of customers’ post-recovery evaluations. The results of this study found that failure attributions (stability, the frequency of failures, and controllability, whether the airline is responsible for the situation) moderate the relationship between informational justice and recovery satisfaction. The findings also confirmed that there is a positive and significant relationship between recovery satisfaction and loyalty.
Keywords Service failure
Informational justice
Recovery satisfaction
Stability
Controllability
Loyalty
DOI http://dx.doi.org/10.1007/s11628-012-0169-3   (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: Wed, 28 Jun 2017, 10:02:48 CST by Marion Farram