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.

Generalisation about satisfaction with complaint handling in services / C. Orsingher; M. DeAngelis ; S. Valentini. - ELETTRONICO. - (2007), pp. 90-95. (Intervento presentato al convegno Emac Conference tenutosi a Reykjavik, Iceland nel 22-25 May).

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.
2007
Proceedings of the Emac Conference
90
95
Generalisation about satisfaction with complaint handling in services / C. Orsingher; M. DeAngelis ; S. Valentini. - ELETTRONICO. - (2007), pp. 90-95. (Intervento presentato al convegno Emac Conference tenutosi a Reykjavik, Iceland nel 22-25 May).
C. Orsingher; M. DeAngelis ; S. Valentini
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Utilizza questo identificativo per citare o creare un link a questo documento: https://hdl.handle.net/11585/56423
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