Notice of RetractionService Recovery´s Influence on Perceived Justice and Relationship Quality

Notice of Retraction

After careful and considered review of the content of this paper by a duly constituted expert committee, this paper has been found to be in violation of IEEE´s Publication Principles.

We hereby retract the content of this paper. Reasonable effort should be made to remove all past references to this paper.

The presenting author of this paper has the option to appeal this decision by contacting TPII@ieee.org.

Service performance variability and failures also arise from the inseparability of service production and consumption, which prevents quality inspections of most services prior to delivery. Service marketers therefore have a large stake in understanding both the consequences of failure and how to provide an effective recovery, so that they can minimize customer dissatisfaction following a failure and thus retain the customer´s business. This research, based on related theories and empirical experiences, taking mobile telecommunication industry as target object, tries to find out how different levels of service recovery effect on perceived justice and relationship quality in the specific industry. The study is designed as a typical three factor qui-experiments. MANOVA is the main methodology. The results indicate that respond speed has significant positive relationship with perceived justice and relationship quality; tangible compensation also has significant positive relationship with these two dependent variables; but psychological remedies has negative effect to them.