Charles Darwin University

CDU eSpace
Institutional Repository

 
CDU Staff and Student only
 

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

Nikbin, Davoud, Ismail, Ishak, Marimuthu, Malliga and Jalalkamali, Mohammad (2010). Perceived Justice in Service Recovery and Recovery Satisfaction: The Moderating Role of Corporate Image. International Journal of Marketing Studies,2(2):47-56.

Document type: Journal Article
Citation counts:
Google Scholar Search Google Scholar
Attached Files (Some files may be inaccessible until you login with your CDU eSpace credentials)
Name Description MIMEType Size Downloads
Download this reading Marimuthu_60684.pdf Published version application/pdf 118.09KB 3
Reading the attached file works best in Firefox, Chrome and IE 9 or later.

Title Perceived Justice in Service Recovery and Recovery Satisfaction: The Moderating Role of Corporate Image
Author Nikbin, Davoud
Ismail, Ishak
Marimuthu, Malliga
Jalalkamali, Mohammad
Journal Name International Journal of Marketing Studies
Publication Date 2010
Volume Number 2
Issue Number 2
eISSN 1918-7203
Start Page 47
End Page 56
Total Pages 10
Place of Publication Canada
Publisher Canadian Center of Science and Education
Field of Research COMMERCE, MANAGEMENT, TOURISM AND SERVICES
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.
DOI http://dx.doi.org/10.5539/ijms.v2n2p47   (check subscription with CDU E-Gateway service for CDU Staff and Students  check subscription with CDU E-Gateway in new window)
Additional Notes This is an Open Access article distributed under the terms of the Creative Commons Attribution License 4.0, which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited.
Description for Link Link to CC Attribution 4.0 License
URL https://creativecommons.org/licenses/by/4.0/


© copyright

Every reasonable effort has been made to ensure that permission has been obtained for items included in CDU eSpace. If you believe that your rights have been infringed by this repository, please contact digitisation@cdu.edu.au.

 
Versions
Version Filter Type
Access Statistics: 5 Abstract Views, 3 File Downloads  -  Detailed Statistics
Created: Tue, 18 Jul 2017, 12:11:23 CST by Marion Farram