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

McQuilken, Lisa, Vocino, Andrea and Bednall, David 2007, The influence of procedural and interactional justice, and disconfirmation on customers post recovery satisfaction evaluations, in ANZMAC 2007 : 3Rs, reputation responsibility relevance, University of Otago, School of Business, Dept. of Marketing, Dunedin, N.Z..

Document type: Conference Paper
Collections: School of Management and Marketing
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Title The influence of procedural and interactional justice, and disconfirmation on customers post recovery satisfaction evaluations
Author(s) McQuilken, Lisa
Vocino, Andrea
Bednall, David
Conference name Australian & New Zealand Marketing Academy. Conference (2007 : University of Otago)
Conference location University of Otago, Dunedin, New Zealand
Conference dates 3-5 December 2007
Title of proceedings ANZMAC 2007 : 3Rs, reputation responsibility relevance
Editor(s) Thyne, Maree
Deans, Kenneth R.
Gnoth, Juergen
Publication date 2007
Conference series Australian and New Zealand Marketing Academy Conference
Publisher University of Otago, School of Business, Dept. of Marketing
Place of publication Dunedin, N.Z.
Summary 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.
Notes Reproduced with the specific permission of the copyright owner.
ISBN 9781877156299
9781877156280
Language eng
Field of Research 150599 Marketing not elsewhere classified
HERDC Research category E1 Full written paper - refereed
Copyright notice ©2007, ANZMAC
Persistent URL http://hdl.handle.net/10536/DRO/DU:30008120
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