Title :
Effects of Justice on Service Recovery Satisfaction
Author :
Song Zong Jun ; Jia Sheng Hua
Author_Institution :
Manage. Sch., Zhejiang Univ., Hangzhou, China
Abstract :
This study reviews literatures currently available on the effects of perceived justice on service recovery satisfaction, especially on their relative weight. Based on justice theory, we propose hypotheses in the model of service recovery satisfaction and empirically examine them in restaurant industry. The results indicate that both of outcome justice and procedural justice significantly affect recovery satisfaction and the outcome justice is of more weight than procedural justice in their influence on recovery satisfaction.
Keywords :
catering industry; justice theory; restaurant industry; service recovery satisfaction; Customer satisfaction; Data models; Educational institutions; Mathematical model; Presses; Sparks;
Conference_Titel :
Management and Service Science (MASS), 2010 International Conference on
Conference_Location :
Wuhan
Print_ISBN :
978-1-4244-5325-2
Electronic_ISBN :
978-1-4244-5326-9
DOI :
10.1109/ICMSS.2010.5577078
