Justice, emotions and satisfaction in complaint behavior in services

Urueña López, Alberto and Hidalgo Nuchera, Antonio (2014). Justice, emotions and satisfaction in complaint behavior in services. In: "23rd International Conference for the International Association of Management of Technology. Science, Technology, and Innovation in the Age Of Economic, Political and Security Challenges", 22/05/2014 - 26/05/2014, Washington, D.C. (USA). ISBN 0-9815817-7-3. pp. 622-639.

Description

Title: Justice, emotions and satisfaction in complaint behavior in services
Author/s:
  • Urueña López, Alberto
  • Hidalgo Nuchera, Antonio
Item Type: Presentation at Congress or Conference (Article)
Event Title: 23rd International Conference for the International Association of Management of Technology. Science, Technology, and Innovation in the Age Of Economic, Political and Security Challenges
Event Dates: 22/05/2014 - 26/05/2014
Event Location: Washington, D.C. (USA)
Title of Book: IAMOT 2014 Conference Proceedings
Date: 2014
ISBN: 0-9815817-7-3
Subjects:
Freetext Keywords: service recovery, B2C, trust, emotions, justice, satisfaction.
Faculty: E.T.S.I. Industriales (UPM)
Department: Ingeniería de Organización, Administración de Empresas y Estadística
Creative Commons Licenses: Recognition - No derivative works - Non commercial

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Abstract

This study proposes a marketing approach to service recovery (SR) models in order to help to explain what factors affect cumulative satisfaction, loyalty and word-of-mouth following complaint behavior. The model has its base on the definition of perceived justice and its influence on satisfaction with service recovery (SSR) and on emotions (positive and negative). Trust acts as a central construct in the model, receiving influence from the affective and cognitive aspect and mediating the relationship between SSR and cumulative satisfaction and between positive/negative emotions and loyalty. The sample for this study consists of 303 Spanish B2C-EC users who made a complaint after an electronic transaction. Results from the analysis show the influence of perceived justice ?mainly interactional justice and procedural justice? on SSR, and the relevance of positive emotions as a key factor in SSR processes, in contrast to the major role which negative emotions have traditionally played in these models. Furthermore, trust mediates the relation between SSR and cumulative satisfaction, and is the factor which has a higher influence on loyalty, whilst cumulative satisfaction becomes the more relevant factor affecting WOM.

More information

Item ID: 36316
DC Identifier: http://oa.upm.es/36316/
OAI Identifier: oai:oa.upm.es:36316
Deposited by: Memoria Investigacion
Deposited on: 30 Jun 2015 15:35
Last Modified: 06 Jun 2016 10:43
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