 Justice and emotions in service recovery: a complaint in B2C e-commerceAlberto Urueña and Antonio Hidalgo International Journal of Engineering Management and Economics, 2015, vol. 5, issue 1/2, 3-18 Abstract: This study proposes a marketing approach to service recovery (SR) models to explain what factors affect cumulative satisfaction, loyalty and word-of-mouth (WOM) following complaint behaviour. The model has its base on the definition of perceived justice and its influence on satisfaction with service recovery (SSR) and on emotions (positive and negative). Trust acts as a central construct in the model, receiving influence from the affective and cognitive aspect. The sample for this study consists of 303 Spanish business-to-consumer e-commerce (B2C-EC) users who made a complaint after an electronic transaction. Results from the analysis show the influence of perceived justice - mainly interactional justice and procedural justice - on SSR and the relevance of positive emotions as a key factor in SSR processes, in contrast to the major role that negative emotions have traditionally played in these models. Keywords: customer complaints; service recovery; e-commerce; emotions; perceived justice; interactional justice; procedural justice; B2C; business-to-consumer; electronic commerce; marketing; customer satisfaction; customer loyalty; word-of-mouth; WOM; trust; Spain; electronic transactions; e-transactions. (search for similar items in EconPapers) Downloads: (external link) Related works: Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text Persistent link: https://EconPapers.repec.org/RePEc:ids:ijemec:v:5:y:2015:i:1/2:p:3-18 Access Statistics for this article More articles in International Journal of Engineering Management and Economics from Inderscience Enterprises Ltd |
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