The Mediating Role of Postrecovery Satisfaction in the Relationship between Justice Perceptions and Customer Attitudes

Joseph Lok Man Lee*, Noel Y M SIU, Junfeng ZHANG

*Corresponding author for this work

    Research output: Contribution to journalJournal articlepeer-review

    13 Citations (Scopus)

    Abstract

    The present study advances the literature by examining the meditating roles of postrecovery satisfaction in the relationships between distributive and interactional justices, and postrecovery attitudes. The model is empirically tested using survey data collected from 600 telecommunications service customers; and analyzed using partial least squares technique. Results indicate that postrecovery satisfaction partially mediates the perceptions of justice in the recovery process and service quality as well as repurchase intention. It is the first study to examine postrecovery satisfaction as a mediator in understanding the impact of recovery justice (antecedent) on service quality (consequence) in the telecommunications service context.

    Original languageEnglish
    Pages (from-to)22-34
    Number of pages13
    JournalServices Marketing Quarterly
    Volume39
    Issue number1
    DOIs
    Publication statusPublished - 4 Jan 2018

    Scopus Subject Areas

    • Business, Management and Accounting (miscellaneous)

    User-Defined Keywords

    • Distributive justice
    • interactional justice
    • postrecovery satisfaction
    • repurchase intention
    • service quality

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