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Assessing the Impact of Service Recovery Strategies on Procedural Justice in Higher Education Institutions

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  • Steven Kayambazinthu Msosa

    (Mangosuthu University of Technology, South Africa)

  • Gona Govender

    (Mangosuthu University of Technology, South Africa)

Abstract

Students in higher education institutions encounter different problems which are normally reported through the appropriate complaints channels. Sometimes institutions and their employees do not address the reported problems on time due to systematic issues such as internal processes or procedures which are cumbersome. This paper assessed the impact of service recovery strategies (speed and empowerment) on procedural justice in higher education institutions. The study was conducted across three public universities in South Africa using a purposive sample of 430 students. The findings showed that speed and empowerment have a positive and significant impact on procedural justice. The findings underpin the importance of fairness in the procedures being used to address student problems. Besides, the study could help faculty and institutional managers to pinpoint areas that are hindering the smooth running of the operations and interface between students and employees of the universities. This study contributes to the literature on procedural justice in the higher education sector and provides an analysis of students' experiences from the developing world where infrastructural and financial challenges contribute to the final recipe.

Suggested Citation

  • Steven Kayambazinthu Msosa & Gona Govender, 2020. "Assessing the Impact of Service Recovery Strategies on Procedural Justice in Higher Education Institutions," Eurasian Journal of Business and Management, Eurasian Publications, vol. 8(3), pages 230-239.
    • Handle: RePEc:ejn:ejbmjr:v:8:y:2020:i:3:p:230-239
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    References listed on IDEAS

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    1. Sunil Sahadev & Keyoor Purani & Neeru Malhotra, 2015. "Managing Boundary Spanning Elements: An Introduction," Springer Books, in: Sunil Sahadev & Keyoor Purani & Neeru Malhotra (ed.), Boundary Spanning Elements and the Marketing Function in Organizations, edition 127, pages 1-8, Springer.
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