Diagnosing the impact of retail bank customers’ perceived justice on their service recovery satisfaction and post-purchase behaviours
An empirical study in financial centre of middle east
Bibliographic Data
| ID | 15068286 |
|---|---|
| Authors | Halil Nadiri (Department of Business Administration, Cyprus International University, Haspolat-Nicosia, Turkey, corresponding author) |
| Year | 2016 |
| Volume | 29 |
| Issue | 1 |
| Pages | 193-216 |
| Publication date | 2016-01-01 |
| Peer Reviewed | Yes |
| Open Access | Yes |
| Type | ARTICLE |
| Venue | Economic Research-Ekonomska Istraživanja (JOURNAL) |
| Journal identifiers | ISSN: 1331-677X • E-ISSN: 1848-9664 |
| Publisher | Informa UK Limited (PUBLISHER • GB) |
| DOI | 10.1080/1331677x.2016.1164925 |
| OpenAlex | W2346223800 |
| Language | EN |
| Citations received | 1 |
| References cited | 93 |
The banking sector ranks among the top three sectors in terms of frequency of complaints. The purpose of this study is to assess the effects of perceived justice on recovery satisfaction and to examine the relationships between recovery satisfaction and customer relationship variables in the banking sector where there are lack of empirical studies. Empirical observations were made through questionnaires conducted with 178 retail bank customers in Dubai. The data are analysed through partial least squares (PLS) approach to path modelling to estimate the measurement and structural parameters. The results revealed that distributive justice (DJ), procedural justice (PJ) and interactional justice (IJ) had significant positive effects on service recovery satisfaction, while IJ has the strongest effect with respect to others. Also, service recovery satisfaction had a significant positive effect on trust. The structural model results also revealed that customers’ perceptions of trust had a significant positive effect on their WOM communication and repurchase intentions. The results of the study show that the service recovery satisfaction is a vital mediating variable between perceived justice of customers and customer relationship variables. Furthermore, the mediational role of trust between service recovery satisfaction and future intentions is extensive
Business · Customer satisfaction · Distributive justice · Economic Justice · Economics · Empirical research · Interactional justice · Microeconomics · Perception · Procedural justice · Service quality · Service Recovery · Structural equation modeling · Tertiary sector of the economy · Variables · Consumer Retail Behavior Studies · Customer Service Quality and Loyalty · Psychology · Social Psychology · Technology Adoption and User Behaviour · Marketing
The Social Psychology of Procedural Justice
How to Write Up and Report PLS Analyses
PLS path modeling
Structural Equation Models with Unobservable Variables and Measurement Error
Consumer Trust, Value, and Loyalty in Relational Exchanges
The Antecedents and Consequences of Customer Satisfaction for Firms
Measurement in a cross‐cultural environment
Using PLS Path Modeling for Assessing Hierarchical Construct Models
The effects of distributive, procedural, and interactional justice on postcomplaint behavior
The mediating effects of social exchange relationships in predicting workplace outcomes from multifoci organizational justice
Job Resources, Work Engagement, and Hotel Employee Outcomes
Cross-national analysis of hotel customers’ attitudes toward complaining and their complaining behaviours
The effects of perceived justice on recovery satisfaction, trust, word-of-mouth, and revisit intention in upscale hotels
The moderator–mediator variable distinction in social psychological research
The moderator-mediator variable distinction in social psychological research
Towards an understanding of inequity
| Unique citing works | 1 |
|---|---|
| Citations per year | 0,2 |
| Citation span | 2021 - 2021 (1) |
| Citation velocity | historical |
| Highly cited | No |
| Citation types | Neutral: 1 |