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Perceived justice in service recovery and switching intention: Evidence from Malaysian mobile telecommunication industry

Nikbin, Davoud, Ismail, Ishak, Marimuthu, Malliga and Armesh, Hamed (2012). Perceived justice in service recovery and switching intention: Evidence from Malaysian mobile telecommunication industry. Management Research Review,35(3/4):309-325.

Document type: Journal Article
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Title Perceived justice in service recovery and switching intention: Evidence from Malaysian mobile telecommunication industry
Author Nikbin, Davoud
Ismail, Ishak
Marimuthu, Malliga
Armesh, Hamed
Journal Name Management Research Review
Publication Date 2012
Volume Number 35
Issue Number 3/4
ISSN 2040-8277   (check CDU catalogue open catalogue search in new window)
eISSN 2040-8269
Start Page 309
End Page 325
Total Pages 16
Place of Publication United Kingdom
Publisher Emerald Publishing Limited
Field of Research COMMERCE, MANAGEMENT, TOURISM AND SERVICES
Abstract Purpose
– The purpose of this paper is to examine the relationship between distributive, procedural, interpersonal and informational justices on switching intentions.

Design/methodology/approach
– Data were gathered on distributive, procedural, interpersonal, informational justices and switching intentions by means of a survey from prepaid mobile subscribers in Malaysia.

Findings
– The results show that the effects of procedural justices on switching intentions were stronger than distributive and informational justices. However, the results did not indicate a significant relationship between interpersonal justice and switching intentions.

Research limitations/implications
– The paper examines only one service context; consequently, the results cannot be generalized for other services in the industry.

Practical implications
– The results of this study are useful for Malaysian marketing practitioners in the overly saturated and highly competitive mobile telecommunication industry.

Originality/value
– Unlike previous studies, the paper incorporates a fourth dimension of justice – informational justice – into the service recovery literature. Although prior studies have investigated the relationship between perceived justice and positive behavioral intentions, there is no specific study currently investigating the relationship between perceived justices and negative outcomes.
Keywords Malaysia
Mobile communication systems
Telecommunication systems
Consumer behaviour
Service failure
Service recovery
Perceived justice
Switching intentions
DOI http://dx.doi.org/10.1108/01409171211210181   (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, 12:06:58 CST by Marion Farram