Perceived justice in service recovery and switching intention

Davoud Nikbin, Ishak Ismail, Malliga Marimuthu and Hamed Armesh

Management Research Review, 2012, vol. 35, issue 3/4, 309-325

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 (search for similar items in EconPapers)
Date: 2012
References: Add references at CitEc
Citations: View citations in EconPapers (5)

Downloads: (external link)
https://www.emerald.com/insight/content/doi/10.110 ... d&utm_campaign=repec (text/html)
https://www.emerald.com/insight/content/doi/10.110 ... d&utm_campaign=repec (application/pdf)
Access to full text is restricted to subscribers

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:eme:mrrpps:v:35:y:2012:i:3/4:p:309-325

DOI: 10.1108/01409171211210181

Access Statistics for this article

Management Research Review is currently edited by Dr Jay Janney and Prof Lerong He

More articles in Management Research Review from Emerald Group Publishing Limited
Bibliographic data for series maintained by Emerald Support ().