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Investigating the Moderating Role of Corporate Image in the Relationship between Perceived Justice and Recovery Satisfaction: Evidence from Indian Aviation Industry

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  • Vikas Gautam

    (ICFAI University, Dehradun, India.)

Abstract

In the context of present research, author attempts to bridge the gaps in the literature by investigating perceived justice dimensions and to examine whether brand image plays moderating role in the relationships between perceived justice and recovery satisfaction. The study is based on primary data, collected from the air customers in developing country, India. The first model of the hierarchical regression analyses indicated that all three justice dimensions of distributive justice, procedural justice, and interactional justice are positively related to recovery satisfaction, and the effect of distributive justice on recovery satisfaction was stronger than interactional justice, and subsequently, effect of interactional justice on recovery satisfaction was stronger than procedural justice. The results also confirmed that all three interaction terms were significant, which shows that corporate image plays a moderating role between perceived justice dimensions and recovery satisfaction.

Suggested Citation

  • Vikas Gautam, 2011. "Investigating the Moderating Role of Corporate Image in the Relationship between Perceived Justice and Recovery Satisfaction: Evidence from Indian Aviation Industry," International Review of Management and Marketing, Econjournals, vol. 1(4), pages 74-85.
    • Handle: RePEc:eco:journ3:2011-04-2
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    References listed on IDEAS

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    Cited by:

    1. Yuan-Shuh Lii & May-Ching Ding & Chih-Huang Lin, 2018. "Fair or Unfair: The Moderating Effect of Sustainable CSR Practices on Anticipatory Justice Following Service Failure Recovery," Sustainability, MDPI, vol. 10(12), pages 1-21, December.

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    More about this item

    Keywords

    Corporate image; distributive justice; procedural justice; interactional justice; Indian aviation industry;
    All these keywords.

    JEL classification:

    • C10 - Mathematical and Quantitative Methods - - Econometric and Statistical Methods and Methodology: General - - - General
    • L93 - Industrial Organization - - Industry Studies: Transportation and Utilities - - - Air Transportation
    • M31 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Marketing

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