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Justice (is not the same) for all: The role of relationship activity for post-recovery outcomes

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  • Arsenovic, Jasenko
  • De Keyser, Arne
  • Edvardsson, Bo
  • Tronvoll, Bård
  • Gruber, Thorsten

Abstract

Despite the widespread adoption of the justice framework in service recovery literature, research findings vary as to what dimension - distributive, interactional, procedural - is most important. This paper contributes to this debate by considering how an easily accessible variable like relationship activity (i.e., the frequency of visiting and purchasing from a company) moderates the impact of the justice dimensions on post-recovery customer outcomes. Findings show that distributive justice is the only dimension impacting word-of-mouth (WOM) and repurchase behavior for low- and medium-relationship-activity customer segments. For a high-relationship-activity segment, all justice dimensions have a positive and balanced impact on WOM and/or repurchase behavior. This research demonstrates the potential of a segmented approach for recovery, while also providing managers with valuable insights into how they can use readily available information to adapt their service recovery efforts.

Suggested Citation

  • Arsenovic, Jasenko & De Keyser, Arne & Edvardsson, Bo & Tronvoll, Bård & Gruber, Thorsten, 2021. "Justice (is not the same) for all: The role of relationship activity for post-recovery outcomes," Journal of Business Research, Elsevier, vol. 134(C), pages 342-351.
    • Handle: RePEc:eee:jbrese:v:134:y:2021:i:c:p:342-351
    DOI: 10.1016/j.jbusres.2021.05.031
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    References listed on IDEAS

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    4. Cheah, Jun-Hwa & Amaro, Suzanne & Roldán, José L., 2023. "Multigroup analysis of more than two groups in PLS-SEM: A review, illustration, and recommendations," Journal of Business Research, Elsevier, vol. 156(C).

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