Dimensional roles of justice on post-recovery overall satisfaction and behavioral intentions: Tests of casual dining experiences

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dc.contributor.author Ok, Chihyung
dc.contributor.author Back, Ki-Joon
dc.contributor.author Shanklin, Carol W.
dc.date.accessioned 2008-08-28T22:01:30Z
dc.date.available 2008-08-28T22:01:30Z
dc.date.issued 2008-08-28T22:01:30Z
dc.identifier.uri http://hdl.handle.net/2097/967
dc.description.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. en
dc.relation.uri http://www.HaworthPress.com en
dc.rights 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 en
dc.subject Service recovery en
dc.subject Perceived justice en
dc.subject Post-recovery overall satisfaction en
dc.subject Revisit intention en
dc.subject Word-of-mouth intention en
dc.title Dimensional roles of justice on post-recovery overall satisfaction and behavioral intentions: Tests of casual dining experiences en
dc.type Article (author version) en
dc.date.published 2006 en
dc.citation.epage 22 en
dc.citation.issue 3 en
dc.citation.jtitle Journal of foodservice business research en
dc.citation.spage 3 en
dc.citation.volume 8 en
dc.contributor.authoreid cok0307
dc.contributor.authoreid shanklin


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