Perceived justice and post-recovery satisfaction in banking service failures: Do commitment types matter?

ÖZKAN TEKTAŞ Ö.

SERVICE BUSINESS, vol.11, no.4, pp.851-870, 2017 (SSCI) identifier identifier

  • Publication Type: Article / Article
  • Volume: 11 Issue: 4
  • Publication Date: 2017
  • Doi Number: 10.1007/s11628-016-0333-2
  • Journal Name: SERVICE BUSINESS
  • Journal Indexes: Social Sciences Citation Index (SSCI), Scopus
  • Page Numbers: pp.851-870
  • Hacettepe University Affiliated: Yes

Abstract

Based on the notion that the types of customer commitment to a service provider may have diverse reasons and effects on the customer's perceptions, attitudes, and behaviors, this study aims to investigate the different buffering effects of calculative and affective commitments on the perceived justice and post-recovery satisfaction (PRS) relationship. Multiple and hierarchical regression analyses were conducted based on survey data collected from 284 households who experienced service failure in the banking sector. Results revealed that while affective commitment moderates the effects of procedural and interactional justice, calculative commitment increases the impact of distributive and procedural justice on PRS.