DocumentCode
2214954
Title
Study on Service Recovery Satisfaction
Author
Songzongjun ; Jiashenghua
Author_Institution
Manage. Sch., Zhejiang Univ., Hangzhou, China
fYear
2009
fDate
26-28 Dec. 2009
Firstpage
4530
Lastpage
4533
Abstract
This study reviewed results currently available on antecedents of service recovery satisfaction, especially on the effects of perceived justice. Based on expectation-disconfirmation paradigm and justice theory, we proposed and empirically examined the model of service recovery satisfaction. The results showed that outcome justice and procedural justice are the direct antecedents of service recovery satisfaction and there are great possibilities that customers evaluate them through their respective disconfirmation with expectation and performance.
Keywords
customer satisfaction; customer services; expectation-disconfirmation paradigm; justice theory; outcome justice; perceived justice; procedural justice; service recovery satisfaction; Conference management; Context-aware services; Costs; Customer satisfaction; Educational institutions; Engineering management; Information science; Psychology; Quality management; Sparks;
fLanguage
English
Publisher
ieee
Conference_Titel
Information Science and Engineering (ICISE), 2009 1st International Conference on
Conference_Location
Nanjing
Print_ISBN
978-1-4244-4909-5
Type
conf
DOI
10.1109/ICISE.2009.1131
Filename
5454829
Link To Document