title: Do it right this time: the role of employee service recovery performance in customer-perceived justice and customer loyalty after service failures.
abstract: Integrating justice and customer service literatures, this research examines the role of customer service employees' behaviors of handling customer complaints, or service recovery performance (SRP), in conveying a just image of service organizations and achieving desirable customer outcomes. Results from a field study and a laboratory study demonstrate that the dimensions of SRP--making an apology, problem solving, being courteous, and prompt handling--positively influenced customer satisfaction and then customer repurchase intent through the mediation of customer-perceived justice. In addition, service failure severity and repeated failures reduced the positive impact of some dimensions of SRP on customer satisfaction, and customer-perceived justice again mediated these moderated effects.
authors: Department of Human Resource Management, School of Management and Labor Relations, Rutgers University, The State University of New Jersey, Piscataway, NJ 08854, USA. huiliao@smlr.rutgers.edu
authors: Hui
authors: H
authors: Liao
mesh_terms: D003254:Consumer Advocacy; D003258:Consumer Behavior; D004650:Employee Performance Appraisal; D004651:Employment / Q000523:psychology*; D006801:Humans; D010865:Pilot Projects; D012935:Social Justice