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Relationship between distributive justice, procedural justice, and satisfaction after service recovery


Abu Bakar, Siti Zakiah (2018) Relationship between distributive justice, procedural justice, and satisfaction after service recovery. In: 2nd Conference on Technology & Operations Management (2ndCTOM), February 26-27, 2018, Universiti Utara Malaysia, Kedah, Malaysia. (Unpublished)

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Abstract

This study reflects the relationships between perceived justice which consists of distributive justice and procedural justice, and satisfaction after a service failure.Satisfied customers will translate to ongoing business due to repeat purchase.The platform of the study is e-service. The factors that could alter customers‟ sentiments after failure were identified.These factors will be an important element for service providers to include in designing the recovery process policy.The factors namely distributive justice, procedural justice, and satisfaction were tested. The respondents are customers of e-services and their reaction after an e-service failure and recovery were recorded.Data from a mid-western university in the United States was collected and analyzed.Multiples regression test was carried check the hypotheses.There was a significant interaction effect with distributive justice and procedural justice in predicting satisfaction after service failure.

Item Type: Conference or Workshop Item (Paper)
Additional Information: Organized by: School of Technology Management and Logistics (STML), Universiti Utara Malaysia
Uncontrolled Keywords: Service failure, distributive justice, procedural justice, satisfaction, service failure.
Subjects: H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Divisions: School of Technology Management & Logistics
Depositing User: Mrs. Norazmilah Yaakub
Date Deposited: 04 Jun 2018 01:06
Last Modified: 04 Jun 2018 01:06
URI: http://repo.uum.edu.my/id/eprint/24233

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