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Perceived justice in service recovery and switching intention

Author

Listed:
  • Davoud Nikbin
  • Ishak Ismail
  • Malliga Marimuthu
  • Hamed Armesh

Abstract

Purpose - The purpose of this paper is to examine the relationship between distributive, procedural, interpersonal and informational justices on switching intentions. Design/methodology/approach - Data were gathered on distributive, procedural, interpersonal, informational justices and switching intentions by means of a survey from prepaid mobile subscribers in Malaysia. Findings - The results show that the effects of procedural justices on switching intentions were stronger than distributive and informational justices. However, the results did not indicate a significant relationship between interpersonal justice and switching intentions. Research limitations/implications - The paper examines only one service context; consequently, the results cannot be generalized for other services in the industry. Practical implications - The results of this study are useful for Malaysian marketing practitioners in the overly saturated and highly competitive mobile telecommunication industry. Originality/value - Unlike previous studies, the paper incorporates a fourth dimension of justice – informational justice – into the service recovery literature. Although prior studies have investigated the relationship between perceived justice and positive behavioral intentions, there is no specific study currently investigating the relationship between perceived justices and negative outcomes.

Suggested Citation

  • Davoud Nikbin & Ishak Ismail & Malliga Marimuthu & Hamed Armesh, 2012. "Perceived justice in service recovery and switching intention," Management Research Review, Emerald Group Publishing Limited, vol. 35(3/4), pages 309-325, March.
    • Handle: RePEc:eme:mrrpps:v:35:y:2012:i:3/4:p:309-325
    DOI: 10.1108/01409171211210181
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    Citations

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    Cited by:

    1. Vaishali Singh & Amit Jain & Sapna Choraria, 2016. "Exploring the Role of Complaint Handling among Complaining Consumers," Vision, , vol. 20(4), pages 331-344, December.
    2. Jamil Bojei & Haliyana Khalid & Geetha Nadarajan, 2018. "Influence of Negative eWOM on Switching Intention," Business Management and Strategy, Macrothink Institute, vol. 9(2), pages 67-85, December.
    3. Qaiser Rashid Janjua, 2017. "Service Failures and Consumer Responses: Exploring the Antecedents of Consumer Dissatisfaction and Propensity to Complain," Business & Economic Review, Institute of Management Sciences, Peshawar, Pakistan, vol. 9(4), pages 23-48, December.
    4. Shahzad, Arfan & Yaqub, Rana Muhammad Shahid & Di Vaio, Assunta & Hassan, Rohail, 2021. "Antecedents of customer loyalty and performance improvement: Evidence from Pakistan's telecommunications sector," Utilities Policy, Elsevier, vol. 70(C).
    5. Khurram, Anoshay & Hashmi, Rabia & Khalid, Saaniya & Ali, Areesha & Khan, Muhammad Shams-UR-Rehman, 2020. "Why Do People Switch Mobile Platforms?," MPRA Paper 104639, University Library of Munich, Germany.

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