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International Journal of Marketing Studies
Article . 2010 . Peer-reviewed
Data sources: Crossref
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Perceived Justice in Service Recovery and Recovery Satisfaction: The Moderating Role of Corporate Image

Authors: Nikbin, Davoud; Ismail, Ishak; Marimuthu, Malliga; Jalalkamali, Mohammad;

Perceived Justice in Service Recovery and Recovery Satisfaction: The Moderating Role of Corporate Image

Abstract

The purpose of this study is to assess the influence of perceived justice on recovery satisfaction and to examine the moderating role of corporate image in the relationship between perceived justice and recovery satisfaction. Data were gathered on perceived justice with service recovery, corporate image and recovery satisfaction by means of survey from Iran Air customers who experienced a service failure within last year. The results show that distributive and interactional justices have significant effects on recovery satisfaction. The effect of distributive justice on recovery satisfaction was stronger than interactional justice. Additionally, hierarchical regression analyses suggested that corporate image plays a moderating role between perceived justice and recovery satisfaction in the distributive and interactional justice dimensions. Managerial implications of these findings are briefly discussed.

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    This is an alternative to the "Influence" indicator, which also reflects the overall/total impact of an article in the research community at large, based on the underlying citation network (diachronically).
    28
    popularity
    This indicator reflects the "current" impact/attention (the "hype") of an article in the research community at large, based on the underlying citation network.
    Top 10%
    influence
    This indicator reflects the overall/total impact of an article in the research community at large, based on the underlying citation network (diachronically).
    Top 10%
    impulse
    This indicator reflects the initial momentum of an article directly after its publication, based on the underlying citation network.
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selected citations
These citations are derived from selected sources.
This is an alternative to the "Influence" indicator, which also reflects the overall/total impact of an article in the research community at large, based on the underlying citation network (diachronically).
BIP!Citations provided by BIP!
popularity
This indicator reflects the "current" impact/attention (the "hype") of an article in the research community at large, based on the underlying citation network.
BIP!Popularity provided by BIP!
influence
This indicator reflects the overall/total impact of an article in the research community at large, based on the underlying citation network (diachronically).
BIP!Influence provided by BIP!
impulse
This indicator reflects the initial momentum of an article directly after its publication, based on the underlying citation network.
BIP!Impulse provided by BIP!
28
Top 10%
Top 10%
Average
gold