Severe Service Failure Recovery Revisited: Evidence of Its Determinants in an Emerging Market Context

Livia L. Barakat, Jase R. Ramsey, Melanie P. Lorenz, Marlusa Gosling

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Abstrakt

Research on severe service failure underlines the importance of distributive, interactional, and procedural justice (Weun, Beatty, & Jones, 2004). Since most of the research is based on a developed country context, it is unclear what drives service failure recovery in severe circumstances in emerging markets. Thus, we replicated the justice model in the airline industry in Brazil and found differences in the effects of the three justice dimensions. While interactional justice is important in both contexts, distributive justice is much less relevant in this emerging market, and only procedural justice was able to aide in the failure recovery.
OriginalsprogEngelsk
TidsskriftInternational Journal of Research in Marketing
Vol/bind32
Udgave nummer1
Sider (fra-til)113–116
Antal sider4
ISSN0167-8116
DOI
StatusUdgivet - 2015
Udgivet eksterntJa

Emneord

  • Severe service failure
  • Perceived justice
  • Customer satisfaction
  • Emerging market
  • Replication

Citationsformater