The Effect Of Perceived Justice On Customer Satisfaction In The Service Recovery Context: Testing Mediating Variables

Abstract

This study examines the impact of service failure through the model of service recovery evaluation. The study focuses on the concept of justice theory to determine the influence of emotions on the three dimensions of justice (distributive, procedural, and interactional) for consumer satisfaction. The study considered a sample of 102 retailers in the Yogyakarta region in Indonesia, whose customers had experienced service failure and received service recovery. This study hypothesizes that perceived justice will significantly affect customer satisfaction directly in the context of service recovery satisfaction. It is further hypothesized that there will be a significant indirect effect of perceived justice on customer satisfaction in the context of service recovery satisfaction through emotions. This study employs the hierarchical regression model and shows that perceived justice (distributive, procedural, and interactional) significantly and directly affects customer satisfaction. Further findings indicate that perceived justice also significantly and indirectly affects customer satisfaction. Positive emotions influence the effect of perceived justice on customer satisfaction. Negative emotions only mediate between perceived procedural justice and satisfaction. Thus, negative emotions do not elicit perceived distributive and interactional justice to unsatisfied retailer as consumers. The mediating variables are only partial mediations. The findings hold significant implications for the theory and practice of service recovery management, especially for retailers and service providers.

Satisfaction with complaint handling: A replication study on its determinants in a business-to-business context

“…To the best of our knowledge, the only available studies assessing the impact of justice dimensions on SATCOM using (at least in part) business customers are Homburg and Fürst (2005), Yanamandram and White (2010), and Ellyawati, Purwanto, and Dharmmesta (2012). Homburg and Fürst (2005) assess the impact of organizational complaint handling on customer loyalty.…”

“…The third study assessing the impact of justice dimensions in a B2B context is Ellyawati, Purwanto, and Dharmmesta (2012). Their study's cross-sectional sample consists of 102 (Indonesian) retailers, of which over 90% have less than 20 employees, and about 75% have annual sales of under 50 Mio Rupiah (about 5,100 US-Dollar).…”

The Effect of Service Recovery Strategies on Satisfaction with the Recovery: The Mediating Role of Distributive Justice

“…The concept of customers' evaluation of service recovery process from a cognitive perspective is termed perceived justice [15]. The concept of perceived justice provides an important framework for explaining customers' reactions to the company's handling of complaints related to service failure.…”

Pengaruh Pelayanan Yang Gagal Terhadap Respon Perilaku Konsumen

“…Emosi positif dan negatif yang dialami dalam situasi tersebut akan memengaruhi tingkat keseluruhan kepuasan atau ketidakpuasan terhadap pelayanan tersebut (Ellyawati, Purwanto, & Dharmmesta, 2012). Kemungkinan besar sebagian emosi ini juga menentukan perilaku berikutnya dalam kaitannya dengan pelayanan dan penyedia layanan.…”

“…Konsumen yang mendapatkan pelayanan yang gagal akan menimbulkan emosi kecewa dan emosi menyesal. Terjadinya emosi kecewa dan menyesal akan menimbulkan konsekuensi yang berbeda-berbeda (Ellyawati, Purwanto, & Dharmmesta, 2012); Lu, Lu, & Wang, 2012).…”