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The impact of Perceived Justice on Students’ Negative Emotional Responses during Service Recovery

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  • Steven Kayambazinthu Msosa

Abstract

This study sought to evaluate the impact of perceived justice on students’ negative emotional responses during service recovery. Quantitative, descriptive multi-variate regression analysis and a cross-sectional study were undertaken using a judgmental sample of 430 students drawn from three public Higher Education Institutions in South Africa. The results of this study showed that all the dimensions of justice, viz. procedural, distributive and interactional justice, have a negative and significant impact on negative emotions. The findings of this study could assist Higher Education institutional managers to interrogate the fairness of the processes used in Higher Education Institutions to address student grievances because they have a negative and significant impact on students’ negative emotions.

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  • Steven Kayambazinthu Msosa, 2020. "The impact of Perceived Justice on Students’ Negative Emotional Responses during Service Recovery," International Journal of Higher Education, Sciedu Press, vol. 9(5), pages 230-230, October.
    • Handle: RePEc:jfr:ijhe11:v:9:y:2020:i:5:p:230
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    References listed on IDEAS

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    1. Noel Siu & Tracy Zhang & Cheuk-Ying Yau, 2013. "The Roles of Justice and Customer Satisfaction in Customer Retention: A Lesson from Service Recovery," Journal of Business Ethics, Springer, vol. 114(4), pages 675-686, June.
    2. Jung, Na Young & Seock, Yoo-Kyoung, 2017. "Effect of service recovery on customers’ perceived justice, satisfaction, and word-of-mouth intentions on online shopping websites," Journal of Retailing and Consumer Services, Elsevier, vol. 37(C), pages 23-30.
    3. Chebat, Jean-Charles & Slusarczyk, Witold, 2005. "How emotions mediate the effects of perceived justice on loyalty in service recovery situations: an empirical study," Journal of Business Research, Elsevier, vol. 58(5), pages 664-673, May.
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    More about this item

    JEL classification:

    • R00 - Urban, Rural, Regional, Real Estate, and Transportation Economics - - General - - - General
    • Z0 - Other Special Topics - - General

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