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The influence of procedural and interactional justice, and disconfirmation on customers post recovery satisfaction evaluations

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conference contribution
posted on 2007-01-01, 00:00 authored by Lisa McQuilken, Andrea VocinoAndrea Vocino, David BednallDavid Bednall
This 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 Marketing

Location

University of Otago, Dunedin, New Zealand

Place of publication

Dunedin, N.Z.

Start date

2007-12-03

End date

2007-12-05

Language

eng

Notes

Reproduced with the specific permission of the copyright owner.

Publication classification

E1 Full written paper - refereed

Copyright notice

2007, ANZMAC

Editor/Contributor(s)

M Thyne, K Deans, J Gnoth

Title of proceedings

ANZMAC 2007 : 3Rs, reputation responsibility relevance

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