A dual-mediation model of justice and service recovery

Xu, Y
Marshall, R
Tronvoll, B
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Conference Contribution
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Cornell University

In this service recovery research, distributive justice is set against a composite variable composed of procedural and interactive justice with co-creation, to compare the variables’ influence on satisfaction with the service recovery and subsequent repurchase intentions. The two variables (what the customer gets and how they get it) are hypothesized to mediate each other. A dual-mediation structural model is constructed and tested on survey data sought from multicultural respondents. The mediation idea is supported and the implications developed.

12th International Research Symposium on Service Excellence in Management, Ithica, New York, USA, 2011-06-04 - 2011-06-07, pages 1033 - 1042
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