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An empirical investigation of the effect of interaction justice perception on consumer intentions after complaining

Bhandari, Mahesh S. and Polonsky, Michael 2007, An empirical investigation of the effect of interaction justice perception on consumer intentions after complaining, Journal of business systems, governance and ethics, vol. 2, no. 1, pp. 11-20.

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Title An empirical investigation of the effect of interaction justice perception on consumer intentions after complaining
Author(s) Bhandari, Mahesh S.
Polonsky, Michael
Journal name Journal of business systems, governance and ethics
Volume number 2
Issue number 1
Start page 11
End page 20
Publisher Victoria University
Place of publication Melbourne, Vic.
Publication date 2007-04
ISSN 1833-4318
Keyword(s) marketing
sales
Summary This study examined how apology as interaction justice impacts on consumer perceptions of service recovery attempt.  Data was collected using hypothetical scenarios.  Two types of service failures were proposed and the impact of recovery action on each failure type was compared.  Findings include that there is direct effect of recovery action on consumer future intentions in both type of failures.  Implications and direction to the future research were proposed.
Notes Reproduced with the specific permission of the copyright owner.
Language eng
Field of Research 150599 Marketing not elsewhere classified
HERDC Research category C1.1 Refereed article in a scholarly journal
ERA Research output type C Journal article
Copyright notice ©2007, Victoria University
Persistent URL http://hdl.handle.net/10536/DRO/DU:30016369

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