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Perceived justice needs and recovery evaluation: a contingency approach

Perceived justice needs and recovery evaluation: a contingency approach An equity theory‐based contingency framework is presented to further our understanding of customer evaluations of the service failure/recovery process. Six contingencies are presented that are proposed to influence the relative importance of interactional and distributive justice on consumer‐based service recovery evaluations. The six contingencies include: depth of the relationship, proximity of the relationship, duration of the encounter, degree of customization, switching costs, and the criticality of consumption. Relevant research propositions are developed and discussed. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png European Journal of Marketing Emerald Publishing

Perceived justice needs and recovery evaluation: a contingency approach

K. Douglas Hoffman; Scott W. Kelley
European Journal of Marketing , Volume 34 (3/4): 16 – Apr 1, 2000
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Publisher
Emerald Publishing
Copyright
Copyright © 2000 MCB UP Ltd. All rights reserved.
ISSN
0309-0566
DOI
10.1108/03090560010311939
Publisher site
See Article on Publisher Site

Abstract

An equity theory‐based contingency framework is presented to further our understanding of customer evaluations of the service failure/recovery process. Six contingencies are presented that are proposed to influence the relative importance of interactional and distributive justice on consumer‐based service recovery evaluations. The six contingencies include: depth of the relationship, proximity of the relationship, duration of the encounter, degree of customization, switching costs, and the criticality of consumption. Relevant research propositions are developed and discussed.

Journal

European Journal of Marketing – Emerald Publishing

Published: Apr 1, 2000

Keywords: Services marketing; Service quality; Consumer behaviour; Complaints

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