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| Author: | Sparks, B.A. McColl-Kennedy, J.R. |
| Title: | Justice strategy options for increased customer satisfaction in a services recovery setting |
| Journal: | Journal of Business Research
2001 : DEC, VOL. 54:3, p. 209-218 |
| Index terms: | Customers Consumer satisfaction Employees Hotel and catering industry Service Justice Public relations Statistical methods |
| Language: | eng |
| Abstract: | This study investigates the influence of justice on measures of customer satisfaction within a hotel setting. Specifically, the study investigates the levels of satisfaction associated with various combinations of procedural, interactional, and distributive justice related service recovery strategies. Results clearly show that satisfaction varied significantly depending on the various combinations of recovery measures. In particular, a 2-way interaction between adherence to policy and type of compensation was found. |
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