International Journal of Service Industry Management Interdisciplinary insights pdf

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International Journal of Service Industry Management Interdisciplinary insights on service activities by Sylvie Llosa and and Chiara Orsingher pdf

International Journal of Service Industry Management Interdisciplinary insights on service activities by Sylvie Llosa and and Chiara Orsingher pdf free download. Firms can achieve profitability if they are able to build well balanced relationships with their clients and meet their needs for self-esteem, justice and security. A large body of research in philosophy and social psychology supports the idea that justice is the starting point to assess the quality of the relationships between organizations and individuals. Customer perception of a fair service recovery seems to be a major determinant of complainants’ negative word-of-mouth and future patronage intentions (Blodgett et al., 1993, 1997) and it has a negative effect on intent to complain (Hocutt et al., 1997).

International Journal of Service Industry Management Interdisciplinary insights on service activities by Sylvie Llosa and and Chiara Orsingher pdf

It also has a positive effect on satisfaction (Saxby et al., 2000; Sparks and McColl-Kennedy, 1998) and in turn, on trust and commitment (Tax et al., 1998). Chebat and Slusarczyk (2005) investigate the role of emotions associated with a complaining experience and suggest that perceived justice influences retention through positive and negative emotions. Few studies examine the significant relationships between fairness, satisfaction and loyalty (Clemmer and Schneider, 1996; Holbrook and Kulik, 2001). If customers expect a fair treatment, both during service delivery and service recovery (Bowen et al., 1999), it is our belief that most of the research until now has focused on service recovery and complaint management.

International Journal of Service Industry Management Interdisciplinary insights on service activities by Sylvie Llosa and and Chiara Orsingher pdf

Thus, our general purpose in this paper is to focus on the role of perceived justice during service purchase/consumption experiences. More specifically, our objective is twofold. Firstly, using a qualitative approach, we want to evaluate the role of perceived justice in everyday service purchase/consumption experiences and to identify its potential components, in comparison with those developed in organizational and service recovery literature.

International Journal of Service Industry Management Interdisciplinary insights on service activities by Sylvie Llosa and and Chiara Orsingher pdf

International Journal of Service Industry Management Interdisciplinary insights on service activities by Sylvie Llosa and and Chiara Orsingher pdf

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