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

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  • Barakat, Livia L.
  • Ramsey, Jase R.
  • Lorenz, Melanie P.
  • Gosling, Marlusa

Abstract

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.

Suggested Citation

  • Barakat, Livia L. & Ramsey, Jase R. & Lorenz, Melanie P. & Gosling, Marlusa, 2015. "Severe service failure recovery revisited: Evidence of its determinants in an emerging market context," International Journal of Research in Marketing, Elsevier, vol. 32(1), pages 113-116.
    • Handle: RePEc:eee:ijrema:v:32:y:2015:i:1:p:113-116
    DOI: 10.1016/j.ijresmar.2014.10.001
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    References listed on IDEAS

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    1. R. Chumpitaz & N. Paparoidamis, 2007. "Service quality, relationship satisfaction, trust, commitment, and business-to-business loyalty," Post-Print hal-00199063, HAL.
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    Cited by:

    1. Sourav Bikash Borah & Srinivas Prakhya & Amalesh Sharma, 2020. "Leveraging service recovery strategies to reduce customer churn in an emerging market," Journal of the Academy of Marketing Science, Springer, vol. 48(5), pages 848-868, September.
    2. Lynch, John G. & Bradlow, Eric T. & Huber, Joel C. & Lehmann, Donald R., 2015. "Reflections on the replication corner: In praise of conceptual replications," International Journal of Research in Marketing, Elsevier, vol. 32(4), pages 333-342.
    3. Mathieu Lajante & David Remisch & Nikita Dorofeev, 2023. "Can robots recover a service using interactional justice as employees do? A literature review-based assessment," Service Business, Springer;Pan-Pacific Business Association, vol. 17(1), pages 315-357, March.
    4. Roy, Vivek & Vijay, T. Sai & Srivastava, Abhishek, 2022. "The distinctive agenda of service failure recovery in e-tailing: Criticality of logistical / non-logistical service failure typologies and e-tailing ethics," Journal of Retailing and Consumer Services, Elsevier, vol. 64(C).

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