A dual-mediation model of justice and service recovery

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aut.researcherXu, Yingzi
dc.contributor.authorXu, Y
dc.contributor.authorMarshall, R
dc.contributor.authorTronvoll, B
dc.contributor.editorvan der Rhee, B
dc.contributor.editorVictorino, L
dc.date.accessioned2012-02-28T21:41:08Z
dc.date.accessioned2012-02-28T21:41:17Z
dc.date.available2012-02-28T21:41:08Z
dc.date.available2012-02-28T21:41:17Z
dc.date.copyright2011
dc.date.issued2011
dc.description.abstractIn 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.
dc.identifier.citation12th International Research Symposium on Service Excellence in Management, Ithica, New York, USA, 2011-06-04 - 2011-06-07, pages 1033 - 1042
dc.identifier.isbn978-0-578-08457-2
dc.identifier.urihttps://hdl.handle.net/10292/3448
dc.publisherCornell University
dc.relation.replaceshttp://hdl.handle.net/10292/3447
dc.relation.replaces10292/3447
dc.relation.urihttp://www.hotelschool.cornell.edu/research/chr/events/quis/documents/QUISProgramsmall_008.pdf
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dc.rights.accessrightsOpenAccess
dc.titleA dual-mediation model of justice and service recovery
dc.typeConference Contribution
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