Research on service recovery is an important topic for managers and academics interested in managing the service encounter. Although justice theory has proved to be a valuable framework to explain satisfaction with complaint handling, the magnitude of its effects is mixed. This paper is a meta-analysis that examines the effect of perceived justice on satisfaction after complaint handling. First we examine the average “true” strength of the relationship between constructs. Then, we explore systematic patterns of variations in the relationships. Results indicate that three moderators, the country in which the data are collected, the number of failures experienced by customers and the type of justice (distributive, interactional and procedural) have a significant effect.
C. Orsingher, M. DeAngelis , S. Valentini (2007). Generalisation about satisfaction with complaint handling in services. s.l : s.n.
Generalisation about satisfaction with complaint handling in services
ORSINGHER, CHIARA;VALENTINI, SARA
2007
Abstract
Research on service recovery is an important topic for managers and academics interested in managing the service encounter. Although justice theory has proved to be a valuable framework to explain satisfaction with complaint handling, the magnitude of its effects is mixed. This paper is a meta-analysis that examines the effect of perceived justice on satisfaction after complaint handling. First we examine the average “true” strength of the relationship between constructs. Then, we explore systematic patterns of variations in the relationships. Results indicate that three moderators, the country in which the data are collected, the number of failures experienced by customers and the type of justice (distributive, interactional and procedural) have a significant effect.I documenti in IRIS sono protetti da copyright e tutti i diritti sono riservati, salvo diversa indicazione.