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The effect of justice in the history of loyalty: A study in failure recovery in the retail context

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  • Lopes, Evandro Luiz
  • da Silva, Marcos Antonio

Abstract

The process of justice means the handling of complaints, and includes the series of events related to the procedure for recovering any failures that have occurred. The main purpose of this study is to identify the role of perceived justice in its constitution dimension, as an antecedent of loyalty in a scenario of failure recovery service. We carried out a survey among 604 consumers from a database of a large Brazilian retail company. Through structural equation modeling, we identify the relationships between justice and satisfaction, and perceived quality and trust. In addition, we identify how these constructs relate to loyalty after the failure has been recovered.

Suggested Citation

  • Lopes, Evandro Luiz & da Silva, Marcos Antonio, 2015. "The effect of justice in the history of loyalty: A study in failure recovery in the retail context," Journal of Retailing and Consumer Services, Elsevier, vol. 24(C), pages 110-120.
    • Handle: RePEc:eee:joreco:v:24:y:2015:i:c:p:110-120
    DOI: 10.1016/j.jretconser.2015.03.003
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    References listed on IDEAS

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    Cited by:

    1. Antonio Kuzmanić & Jasmina Dlačić & Borut Milfelner, 2023. "Service Recovery Satisfaction and Commitment in the Context of Spectator Sport Industry: Study on Croatian Football Consumers," Central European Business Review, Prague University of Economics and Business, vol. 2023(2), pages 61-85.
    2. Steven Kayambazinthu Msosa & Nkululeko Fuyane, 2020. "Making Sense of Service Recovery in Higher Education Institutions: Exploring the Relationship between Perceived Justice and Recovery Satisfaction," International Journal of Economics & Business Administration (IJEBA), International Journal of Economics & Business Administration (IJEBA), vol. 0(1), pages 340-352.
    3. Jones, Michael A. & Taylor, Valerie A., 2018. "Marketer requests for positive post-purchase satisfaction evaluations: Consumer depth interview findings," Journal of Retailing and Consumer Services, Elsevier, vol. 41(C), pages 218-226.
    4. Bougoure, Ursula Sigrid & Russell-Bennett, Rebekah & Fazal-E-Hasan, Syed & Mortimer, Gary, 2016. "The impact of service failure on brand credibility," Journal of Retailing and Consumer Services, Elsevier, vol. 31(C), pages 62-71.
    5. Ho, Ting Hin & Tojib, Dewi & Khajehzadeh, Saman, 2017. "Speaking up against service unfairness: The role of negative meta-perceptions," Journal of Retailing and Consumer Services, Elsevier, vol. 35(C), pages 12-19.
    6. Gohary, Ali & Hamzelu, Bahman & Alizadeh, Hamid, 2016. "Please explain why it happened! How perceived justice and customer involvement affect post co-recovery evaluations: A study of Iranian online shoppers," Journal of Retailing and Consumer Services, Elsevier, vol. 31(C), pages 127-142.
    7. Sophie Jeanpert & Laure Jacquemier & Sophie Claye-Puaux, 2021. "The role of human interaction in complaint handling," Post-Print hal-03516556, HAL.
    8. Jafarzadeh, Hamed & Tafti, Mahdi & Intezari, Ali & Sohrabi, Babak, 2021. "All's well that ends well: Effective recovery from failures during the delivery phase of e-retailing process," Journal of Retailing and Consumer Services, Elsevier, vol. 62(C).
    9. Lopes, Evandro Luiz & Yunes, Lucas Zimbres & Bandeira de Lamônica Freire, Otávio & Herrero, Eliane & Contreras Pinochet, Luis Hernan, 2020. "The role of ethical problems related to a brand in the purchasing decision process: An analysis of the moderating effect of complexity of purchase and mediation of perceived social risk," Journal of Retailing and Consumer Services, Elsevier, vol. 53(C).
    10. Jeanpert, Sophie & Jacquemier-Paquin, Laure & Claye-Puaux, Sophie, 2021. "The role of human interaction in complaint handling," Journal of Retailing and Consumer Services, Elsevier, vol. 62(C).

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