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The effect of organizational responses to service failures on customer satisfaction perception

Cheung, Millissa; To, W. M.


W. M. To


This paper explores how organizational responses to service failures affect perceived justice and recovery satisfaction using responses from 410 customers who experienced service failures in Hong Kong. The results indicated that the acknowledgement of and prompt action to fix service failures were positively linked to perceived justice, which in turn affects recovery satisfaction. Moreover, customer relation orientation moderated the relationship between acknowledgement of service failure and justice perceptions of service recovery, while customer task orientation moderated the relationship between prompt action for service recovery and justice perceptions of that recovery.

Journal Article Type Article
Acceptance Date Nov 21, 2016
Online Publication Date Dec 9, 2016
Publication Date 2017-12
Deposit Date Feb 7, 2023
Journal Service Business
Print ISSN 1862-8516
Publisher Springer
Peer Reviewed Peer Reviewed
Volume 11
Issue 4
Pages 767-784
Keywords Responses to service failures, Perceived justice of recovery, Recovery satisfaction, Motivational orientations