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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 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