Severe service failure recovery revisited: Evidence of its determinants in an emerging market context

Research on severe service failure underlines the importance of distributive, interactional, and procedural justice (Weun, Beatty, & Jones, 2004). Since most of the research is based on a developed country context, it is unclear what drives service failure recovery in severe circumstances in eme...

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Bibliographic Details
Published inInternational journal of research in marketing Vol. 32; no. 1; pp. 113 - 116
Main Authors Barakat, Livia L., Ramsey, Jase R., Lorenz, Melanie P., Gosling, Marlusa
Format Journal Article
LanguageEnglish
Published Amsterdam Elsevier B.V 01.03.2015
Elsevier Sequoia S.A
Subjects
Airline industry
Customer satisfaction
Customer services
Emerging market
Emerging markets
Failure analysis
Justice
Perceived justice
Replication
Severe service failure
Studies
Brazil
Replication
Emerging market
Perceived justice
Customer satisfaction
Severe service failure
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Summary:Research on severe service failure underlines the importance of distributive, interactional, and procedural justice (Weun, Beatty, & Jones, 2004). Since most of the research is based on a developed country context, it is unclear what drives service failure recovery in severe circumstances in emerging markets. Thus, we replicated the justice model in the airline industry in Brazil and found differences in the effects of the three justice dimensions. While interactional justice is important in both contexts, distributive justice is much less relevant in this emerging market, and only procedural justice was able to aide in the failure recovery.
ISSN:0167-8116
1873-8001
DOI:10.1016/j.ijresmar.2014.10.001