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K-State Research Exchange >
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Hospitality Management and Dietetics >
Please use this identifier to cite or link to this item:
http://hdl.handle.net/2097/967
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| Title: | Dimensional roles of justice on post-recovery overall satisfaction and behavioral intentions: Tests of casual dining experiences |
| Authors: | Ok, Chihyung
Back, Ki-Joon
Shanklin, Carol W. |
| Publication Date: | 2006 |
| Type: | Article (author version) |
| Journal: | Journal of foodservice business research |
| Volume: | 8 |
| Issue: | 3 |
| Starting Page: | 3 |
| Ending Page: | 22 |
| Permissions: | Copyright 2006, Haworth Press, Taylor & Francis Group, LLC, 325 Chestnut St., Suite 800 Philadelphia, PA 19106, Ok, C., Back, K., & Shanklin, C.W. (2006). Dimensional roles of justice on post-recovery overall satisfaction and behavioral intentions: Tests of casual dining experiences. Journal of Foodservice Business Research, 8(3), 3-22.
Article copies available from The Haworth Document Delivery Service: 1-800-HAWORTH. E-mail address: docdelivery@haworthpress.com |
| Keywords: | Service recovery
Perceived justice
Post-recovery overall satisfaction
Revisit intention
Word-of-mouth intention |
| Abstract: | This study examined dimensional roles of justice on post-recovery overall satisfaction (OS), revisit intention (RI), and word-of-mouth intention (WOM). A 2x2x2 factorial design using experimental scenarios was used to test the proposed relationships. Responses from customers
(286) and responses from undergraduate students (266) were used for data
analysis. For the customer sample, interactional justice (IJ) and
procedural justice (PJ) had positive effects on customer OS and WOM. Only IJ had a positive effect on RI. Distributive justice (DJ) did not have a positive effect on OS, RI, or WOM. For the student sample, IJ and
DJ had positive effects on OS, RI, and WOM. However, PJ did not have a positive effect on OS, RI, or WOM. The findings indicate that service providers need to consider dimensional roles of recovery efforts not
only in transactional evaluation but also in post-recovery attitudinal and behavioral outcomes. One dimension of justice, such as DJ, should not be highlighted at the cost of other dimensions in recovery efforts. |
| URI: | http://hdl.handle.net/2097/967 |
| Publisher URL: | http://www.HaworthPress.com |
| Appears in Collections: | Hospitality Management and Dietetics
Food Science Institute Faculty Research, Publications, and Presentations
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