Fairness, Satisfaction, Intention to Repurchase, and Negative WOM in the Process of Service Recovery

서비스 회복과정에서 공정성과 만족, 그리고 재구매 의도와 부정적 구전

  • Received : 2017.03.03
  • Accepted : 2017.03.20
  • Published : 2017.06.28


Because services are delivered through the behaviors of people, it is very difficult to do the quality control and services failures are often happened. If services failures are not recovered by appropriate methods, customers make the negative word-of-mouth communications and have the negative intention to repurchase. The service recovery paradox demonstrates the importance of service recovery after the service failures. The purpose of this study is to investigate the antecedents of customer satisfaction of service recovery(CS), and its consequences of the CS. Independent variables of CS are distributive justice, procedural justice, and interactional justice, and dependent variables of CS are negative word of mouth communication and intention to repurchase. Data are collected using the scenario method. Research model and hypotheses are tested empirically using the statistical packages such as SPSS and AMOS.


Distributive Justice;Procedural Justice;Interactional Justice;Negativeword of Mouth Communication;Intention to Repurchase


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