Balancing the scales: recovering from service failures depends on the psychological distance of consumers

Yuan-shuh Lii, Anurag Pant and Monle Lee

The Service Industries Journal, 2011, vol. 32, issue 11, 1775-1790

Abstract: The purpose of this research is to enhance knowledge about service recovery by investigating the feelings of psychological distance in the relationship between customers' perceptions of service recovery efforts of the perceived justice dimensions (distributive, procedural, and interactional justice) and attitudinal responses such as satisfaction with service recovery effort and trust in the firm. The results of structural equation modelling analyses suggested that consumers who had positive justice perceptions were likely to exhibit positive attitudinal responses. Consequently, the positive attitudinal responses generated positive word-of-mouth intention about their experiences and encouraged them to continue the service.

Date: 2011
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Persistent link: https://EconPapers.repec.org/RePEc:taf:servic:v:32:y:2011:i:11:p:1775-1790

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DOI: 10.1080/02642069.2011.575130

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The Service Industries Journal is currently edited by Eileen Bridges, Professor Domingo Ribeiro, Ronald Goldsmith, Barry Howcroft and Youjae Yi

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