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Justice (is not the same) for all: The role of relationship activity for post-recovery outcomes
Karlstad University, CTF, Service Research Center, Sweden.ORCID iD: 0000-0003-0582-3324
EDHEC Business School, Department of Marketing, France.
Karlstad University, CTF, Service Research Center, Sweden; Inland Norway University of Applied Sciences, Norway.
Karlstad University, CTF, Service Research Center, Sweden; Inland Norway University of Applied Sciences, Norway.ORCID iD: 0000-0002-5605-9285
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2021 (English)In: Journal of Business Research, ISSN 0148-2963, E-ISSN 1873-7978, Vol. 134, p. 342-351Article in journal (Refereed) Published
Abstract [en]

Despite the widespread adoption of the justice framework in service recovery literature, research findings vary as to what dimension - distributive, interactional, procedural - is most important. This paper contributes to this debate by considering how an easily accessible variable like relationship activity (i.e., the frequency of visiting and purchasing from a company) moderates the impact of the justice dimensions on post-recovery customer outcomes. Findings show that distributive justice is the only dimension impacting word-of-mouth (WOM) and repurchase behavior for low- and medium-relationship-activity customer segments. For a high-relationship- activity segment, all justice dimensions have a positive and balanced impact on WOM and/or repurchase behavior. This research demonstrates the potential of a segmented approach for recovery, while also providing managers with valuable insights into how they can use readily available information to adapt their service re- covery efforts.

Place, publisher, year, edition, pages
2021. Vol. 134, p. 342-351
Keywords [en]
Service recovery, Relationship activity, PLS predict, Justice theory, Latent class cluster analysis
National Category
Business Administration
Identifiers
URN: urn:nbn:se:liu:diva-197312DOI: 10.1016/j.jbusres.2021.05.031OAI: oai:DiVA.org:liu-197312DiVA, id: diva2:1793151
Available from: 2023-08-31 Created: 2023-08-31 Last updated: 2023-08-31

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