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Customer perceptions of service recovery fairness: an empirical investigation in the Thai hotel sector

Customer perceptions of service recovery fairness: an empirical investigation in the Thai hotel sector
Customer perceptions of service recovery fairness: an empirical investigation in the Thai hotel sector
A fair recovery positively influences customer satisfaction and re-patronage intentions following a service failure. While the link between perceived recovery fairness (justice) and customer satisfaction is well-established, evidence on recovery efforts influencing justice perceptions is
inconsistent. Underpinned by justice theory, this study identifies the antecedents of recovery fairness in the hotel sector in Thailand, an important emerging market.
Employing a scenario-based experiment (n=306), the study examines how justice perceptions vary across age groups and types of service failure. The findings show interpersonal treatment during recovery as a key determinant of justice perceptions. Additionally, failure type and customer age influence justice perceptions. The findings have implications for service management in the emerging markets.
Kalafatis, Stavros P.
e7b1aa2b-4d08-46fd-9eb6-215d9999d6c5
Singh, Jaywant
db6316ed-e404-4c5a-873c-6e97c94fe531
Crisafulli, B.
150dbcd8-a886-4dd0-af40-507c379fbc24
Riley, Francesca Dall'Olmo
96fbbe50-e8d6-47a5-acdf-f54b45d328ad
Kalafatis, Stavros P.
e7b1aa2b-4d08-46fd-9eb6-215d9999d6c5
Singh, Jaywant
db6316ed-e404-4c5a-873c-6e97c94fe531
Crisafulli, B.
150dbcd8-a886-4dd0-af40-507c379fbc24
Riley, Francesca Dall'Olmo
96fbbe50-e8d6-47a5-acdf-f54b45d328ad

Kalafatis, Stavros P., Singh, Jaywant, Crisafulli, B. and Riley, Francesca Dall'Olmo (2014) Customer perceptions of service recovery fairness: an empirical investigation in the Thai hotel sector. 43rd EMAC European Marketing Academy conference: Paradigm shifts & Interactions, Valencia, Spain. 03 - 06 Jun 2014.

Record type: Conference or Workshop Item (Paper)

Abstract

A fair recovery positively influences customer satisfaction and re-patronage intentions following a service failure. While the link between perceived recovery fairness (justice) and customer satisfaction is well-established, evidence on recovery efforts influencing justice perceptions is
inconsistent. Underpinned by justice theory, this study identifies the antecedents of recovery fairness in the hotel sector in Thailand, an important emerging market.
Employing a scenario-based experiment (n=306), the study examines how justice perceptions vary across age groups and types of service failure. The findings show interpersonal treatment during recovery as a key determinant of justice perceptions. Additionally, failure type and customer age influence justice perceptions. The findings have implications for service management in the emerging markets.

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More information

Published date: 6 June 2014
Venue - Dates: 43rd EMAC European Marketing Academy conference: Paradigm shifts & Interactions, Valencia, Spain, 2014-06-03 - 2014-06-06

Identifiers

Local EPrints ID: 436910
URI: http://eprints.soton.ac.uk/id/eprint/436910
PURE UUID: 00ce3624-4ff8-43a8-8621-81703eaa26d7
ORCID for Jaywant Singh: ORCID iD orcid.org/0000-0002-0766-0162

Catalogue record

Date deposited: 14 Jan 2020 17:30
Last modified: 27 Jan 2020 14:00

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Contributors

Author: Stavros P. Kalafatis
Author: Jaywant Singh ORCID iD
Author: B. Crisafulli
Author: Francesca Dall'Olmo Riley

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