A dual-mediation model of justice and service recovery
A dual-mediation model of justice and service recovery
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Date
2011
Authors
Xu, Y
Marshall, R
Tronvoll, B
Supervisor
Item type
Conference Contribution
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Journal ISSN
Volume Title
Publisher
Cornell University
Abstract
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.
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Source
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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