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Pre-recovery emotions and satisfaction: A moderated mediation model of service recovery and reputation in the banking sector

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  • Ozkan-Tektas, Oznur
  • Basgoze, Pinar

Abstract

This study examines the mediating role of service recovery judgments between pre-recovery emotions and post-recovery satisfaction, and investigates the role of firm reputation in this mediation context. Using a moderated mediation framework, the authors test the model with data from 366 customers who experienced a banking service failure and complained to a third party. The results show that distributive, procedural, and interactional justice dimensions mediate the relationship between pre-recovery emotions and satisfaction. Firm reputation moderates the relationship between emotions and satisfaction via distributive and interactional justice, but not via procedural justice. This study provides evidence for the notion that pre-recovery emotion is an antecedent of service recovery process and firm reputation plays an essential role in this process.

Suggested Citation

  • Ozkan-Tektas, Oznur & Basgoze, Pinar, 2017. "Pre-recovery emotions and satisfaction: A moderated mediation model of service recovery and reputation in the banking sector," European Management Journal, Elsevier, vol. 35(3), pages 388-395.
    • Handle: RePEc:eee:eurman:v:35:y:2017:i:3:p:388-395
    DOI: 10.1016/j.emj.2016.06.010
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    References listed on IDEAS

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    1. Concepción Varela-Neira & Rodolfo Vázquez-Casielles & Víctor Iglesias-Argüelles, 2008. "The influence of emotions on customer's cognitive evaluations and satisfaction in a service failure and recovery context," The Service Industries Journal, Taylor & Francis Journals, vol. 28(4), pages 497-512, May.
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    5. del Río-Lanza, Ana Belén & Vázquez-Casielles, Rodolfo & Díaz-Martín, Ana M, 2009. "Satisfaction with service recovery: Perceived justice and emotional responses," Journal of Business Research, Elsevier, vol. 62(8), pages 775-781, August.
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    Cited by:

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    3. Ghazal Shams & Mohsin Abdur Rehman & Sarminah Samad & Raouf Ahmad Rather, 2020. "The impact of the magnitude of service failure and complaint handling on satisfaction and brand credibility in the banking industry," Journal of Financial Services Marketing, Palgrave Macmillan, vol. 25(1), pages 25-34, June.
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    5. Sune Ferreira-Schenk, 2023. "Leading Operational Risk Events For South African Banks: A Reputational Risk Perspective," International Journal of Economics and Financial Issues, Econjournals, vol. 13(3), pages 18-32, May.

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