DocumentCode
2170652
Title
Effects of Justice on Service Recovery Satisfaction
Author
Song Zong Jun ; Jia Sheng Hua
Author_Institution
Manage. Sch., Zhejiang Univ., Hangzhou, China
fYear
2010
fDate
24-26 Aug. 2010
Firstpage
1
Lastpage
4
Abstract
This study reviews literatures currently available on the effects of perceived justice on service recovery satisfaction, especially on their relative weight. Based on justice theory, we propose hypotheses in the model of service recovery satisfaction and empirically examine them in restaurant industry. The results indicate that both of outcome justice and procedural justice significantly affect recovery satisfaction and the outcome justice is of more weight than procedural justice in their influence on recovery satisfaction.
Keywords
catering industry; justice theory; restaurant industry; service recovery satisfaction; Customer satisfaction; Data models; Educational institutions; Mathematical model; Presses; Sparks;
fLanguage
English
Publisher
ieee
Conference_Titel
Management and Service Science (MASS), 2010 International Conference on
Conference_Location
Wuhan
Print_ISBN
978-1-4244-5325-2
Electronic_ISBN
978-1-4244-5326-9
Type
conf
DOI
10.1109/ICMSS.2010.5577078
Filename
5577078
Link To Document