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

Research output: Contribution to journalJournal articleResearchpeer-review

Abstract

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.
Original languageEnglish
JournalInternational Journal of Research in Marketing
Volume32
Issue number1
Pages (from-to)113–116
Number of pages4
ISSN0167-8116
DOIs
Publication statusPublished - 2015
Externally publishedYes

Keywords

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

Cite this

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Severe Service Failure Recovery Revisited : Evidence of Its Determinants in an Emerging Market Context. / Barakat, Livia L.; Ramsey, Jase R.; Lorenz, Melanie P.; Gosling, Marlusa.

In: International Journal of Research in Marketing, Vol. 32, No. 1, 2015, p. 113–116.

Research output: Contribution to journalJournal articleResearchpeer-review

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AU - Gosling, Marlusa

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