Core Chinese cultural values: Perceived justice and post-recovery satisfaction in higher education services

Joseph Lok-Man Lee (), Calvin Wah-On Cheng () and Vanessa Shun-Wah Liu ()
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Joseph Lok-Man Lee: The Hong Kong Polytechnic University
Calvin Wah-On Cheng: The Hong Kong Polytechnic University
Vanessa Shun-Wah Liu: Singapore University of Social Sciences

Service Business, 2022, vol. 16, issue 3, No 14, 743-770

Abstract: Abstract Previous studies have validated the service recovery model yet its applicability to education services remains unclear. This study aims to examine the link between perceived justice and post-recovery satisfaction in self-financing higher education. The research model was tested by conducting a scenario-based survey with 315 Chinese students. Relationship continuity is found to strengthen the relationship between interactional justice perceptions and satisfaction. The doctrine of the mean positively moderates the effects of perceived interactional and procedural justice on satisfaction. These results were then compared with a sample of 304 non-Chinese students, and the moderation effects were only observed among Chinese students.

Keywords: Perceived justice; Post-recovery satisfaction; Relationship continuity; Doctrine of the mean (search for similar items in EconPapers)
Date: 2022
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DOI: 10.1007/s11628-022-00490-z

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