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Justice (is not the same) for all: The role of relationship activity for post-recovery outcomes

journal contribution
posted on 04.06.2021, 10:11 by Jasenko Arsenovic, Arne De Keyser, Bo Edvardsson, Bård Tronvoll, Thorsten GruberThorsten Gruber
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 recovery efforts.

History

School

  • Business and Economics

Department

  • Business

Published in

Journal of Business Research

Volume

134

Pages

342 - 351

Publisher

Elsevier BV

Version

AM (Accepted Manuscript)

Rights holder

© Elsevier

Publisher statement

This paper was accepted for publication in the journal Journal of Business Research and the definitive published version is available at https://doi.org/10.1016/j.jbusres.2021.05.031

Acceptance date

15/05/2021

Publication date

2021-06-01

Copyright date

2021

ISSN

0148-2963

Language

en

Depositor

Prof Thorsten Gruber. Deposit date: 2 June 2021