Title :
Study on Service Recovery Satisfaction
Author :
Songzongjun ; Jiashenghua
Author_Institution :
Manage. Sch., Zhejiang Univ., Hangzhou, China
Abstract :
This study reviewed results currently available on antecedents of service recovery satisfaction, especially on the effects of perceived justice. Based on expectation-disconfirmation paradigm and justice theory, we proposed and empirically examined the model of service recovery satisfaction. The results showed that outcome justice and procedural justice are the direct antecedents of service recovery satisfaction and there are great possibilities that customers evaluate them through their respective disconfirmation with expectation and performance.
Keywords :
customer satisfaction; customer services; expectation-disconfirmation paradigm; justice theory; outcome justice; perceived justice; procedural justice; service recovery satisfaction; Conference management; Context-aware services; Costs; Customer satisfaction; Educational institutions; Engineering management; Information science; Psychology; Quality management; Sparks;
Conference_Titel :
Information Science and Engineering (ICISE), 2009 1st International Conference on
Conference_Location :
Nanjing
Print_ISBN :
978-1-4244-4909-5
DOI :
10.1109/ICISE.2009.1131
