bednall-influenceofprocedural-2007.pdf (121.39 kB)
The influence of procedural and interactional justice, and disconfirmation on customers post recovery satisfaction evaluations
conference contribution
posted on 2007-01-01, 00:00 authored by Lisa McQuilken, Andrea VocinoAndrea Vocino, David BednallDavid BednallThis study examines the influence of distributive and interactional justice and disconfirmation on customers’ postrecovery satisfaction evaluations, and in so doing, combines, for the first time, two existing instruments to operationalise the interactional justice construct. Using Structural Equation Modelling, the findings suggest that while both disconfirmation and justice are important predictors of satisfaction, distributive justice has the greatest influence. The research presented here reports on a section of a larger experiment-based study examining how customers’ postrecovery satisfaction evaluations are influenced by the way in which the organisation responds to the failure.
History
Event
Australian & New Zealand Marketing Academy. Conference (2007 : University of Otago)Publisher
University of Otago, School of Business, Dept. of MarketingLocation
University of Otago, Dunedin, New ZealandPlace of publication
Dunedin, N.Z.Start date
2007-12-03End date
2007-12-05Language
engNotes
Reproduced with the specific permission of the copyright owner.Publication classification
E1 Full written paper - refereedCopyright notice
2007, ANZMACEditor/Contributor(s)
M Thyne, K Deans, J GnothTitle of proceedings
ANZMAC 2007 : 3Rs, reputation responsibility relevanceUsage metrics
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