Justice (is not the same) for all: The role of relationship activity for post-recovery outcomes

Despite the widespread adoption of the justice framework in service recovery literature, research findings vary as to what dimension - distributive, interactional, procedural - is most important. This paper contributes to this debate by considering how an easily accessible variable like relationship...

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Main Authors:	Jasenko Arsenovic, Arne De Keyser, Bo Edvardsson, Bård Tronvoll, Thorsten Gruber
Format:	Default Article
Published:	2021
Subjects:	Service Recovery Relationship Activity PLS Predict Justice Theory Latent Class Cluster Analysis Marketing Importance-Performance Map Analysis
Online Access:	https://hdl.handle.net/2134/14717589.v1
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id	rr-article-14717589
record_format	Figshare
spelling	rr-article-147175892021-06-01T00:00:00Z Justice (is not the same) for all: The role of relationship activity for post-recovery outcomes Jasenko Arsenovic (7198328) Arne De Keyser (6159701) Bo Edvardsson (7197806) Bård Tronvoll (9337054) Thorsten Gruber (1258509) Service Recovery Relationship Activity PLS Predict Justice Theory Latent Class Cluster Analysis Marketing Importance-Performance Map Analysis Despite the widespread adoption of the justice framework in service recovery literature, research findings vary as to what dimension - distributive, interactional, procedural - is most important. This paper contributes to this debate by considering how an easily accessible variable like relationship activity (i.e., the frequency of visiting and purchasing from a company) moderates the impact of the justice dimensions on post-recovery customer outcomes. Findings show that distributive justice is the only dimension impacting word of mouth (WOM) and repurchase behavior for low- and medium-relationship-activity customer segments. For a high-relationship-activity segment, all justice dimensions have a positive and balanced impact on WOM and/or repurchase behavior. This research demonstrates the potential of a segmented approach for recovery, while also providing managers with valuable insights into how they can use readily available information to adapt their service recovery efforts. 2021-06-01T00:00:00Z Text Journal contribution 2134/14717589.v1 https://figshare.com/articles/journal_contribution/Justice_is_not_the_same_for_all_The_role_of_relationship_activity_for_post-recovery_outcomes/14717589 CC BY-NC-ND 4.0
institution	Loughborough University
collection	Figshare
topic	Service Recovery Relationship Activity PLS Predict Justice Theory Latent Class Cluster Analysis Marketing Importance-Performance Map Analysis
spellingShingle	Service Recovery Relationship Activity PLS Predict Justice Theory Latent Class Cluster Analysis Marketing Importance-Performance Map Analysis Jasenko Arsenovic Arne De Keyser Bo Edvardsson Bård Tronvoll Thorsten Gruber Justice (is not the same) for all: The role of relationship activity for post-recovery outcomes
description	Despite the widespread adoption of the justice framework in service recovery literature, research findings vary as to what dimension - distributive, interactional, procedural - is most important. This paper contributes to this debate by considering how an easily accessible variable like relationship activity (i.e., the frequency of visiting and purchasing from a company) moderates the impact of the justice dimensions on post-recovery customer outcomes. Findings show that distributive justice is the only dimension impacting word of mouth (WOM) and repurchase behavior for low- and medium-relationship-activity customer segments. For a high-relationship-activity segment, all justice dimensions have a positive and balanced impact on WOM and/or repurchase behavior. This research demonstrates the potential of a segmented approach for recovery, while also providing managers with valuable insights into how they can use readily available information to adapt their service recovery efforts.
format	Default Article
author	Jasenko Arsenovic Arne De Keyser Bo Edvardsson Bård Tronvoll Thorsten Gruber
author_facet	Jasenko Arsenovic Arne De Keyser Bo Edvardsson Bård Tronvoll Thorsten Gruber
author_sort	Jasenko Arsenovic (7198328)
title	Justice (is not the same) for all: The role of relationship activity for post-recovery outcomes
title_short	Justice (is not the same) for all: The role of relationship activity for post-recovery outcomes
title_full	Justice (is not the same) for all: The role of relationship activity for post-recovery outcomes
title_fullStr	Justice (is not the same) for all: The role of relationship activity for post-recovery outcomes
title_full_unstemmed	Justice (is not the same) for all: The role of relationship activity for post-recovery outcomes
title_sort	justice (is not the same) for all: the role of relationship activity for post-recovery outcomes
publishDate	2021
url	https://hdl.handle.net/2134/14717589.v1
_version_	1798364612983259136

Justice (is not the same) for all: The role of relationship activity for post-recovery outcomes

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