Perceived service recovery justice and customer re-patronage intentions: Sequential mediation

The aims of this time-lagged study are twofold, first to identify the effect of perceived justice (as a second-order construct) on recovery satisfaction and customer affection; secondly, to investigate the effect of customer affection and recovery satisfaction on customer’s re-patronage intentions....

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Autores principales:	Muhammad Asghar Ali, Ding Hooi Ting, Muhammad Ahmad-ur-Rehman, Amir Zaib Abbasi, Zahid Hussain
Formato:	article
Lenguaje:	EN
Publicado:	Taylor & Francis Group 2021
Materias:	perceived service recovery justice affection recovery satisfaction re-patronage intentions sequential mediation Business HF5001-6182 Management. Industrial management HD28-70
Acceso en línea:	https://doaj.org/article/57b02b5b19674c7e96bf695591eed73b
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spelling	oai:doaj.org-article:57b02b5b19674c7e96bf695591eed73b2021-12-02T16:42:21ZPerceived service recovery justice and customer re-patronage intentions: Sequential mediation2331-197510.1080/23311975.2021.1938352https://doaj.org/article/57b02b5b19674c7e96bf695591eed73b2021-01-01T00:00:00Zhttp://dx.doi.org/10.1080/23311975.2021.1938352https://doaj.org/toc/2331-1975The aims of this time-lagged study are twofold, first to identify the effect of perceived justice (as a second-order construct) on recovery satisfaction and customer affection; secondly, to investigate the effect of customer affection and recovery satisfaction on customer’s re-patronage intentions. Data from 300 respondents (car insurance in Punjab, Pakistan) were analyzed using Structural Equation Modelling (PLS-SEM). The findings indicate that perceived service recovery justice (PSRJ) significantly predicts recovery satisfaction, customer affection and re-patronage intentions, and customer re-patronage intentions can be engendered through customer justice perception, positive appraisal of recovery satisfaction and customer affection. Recovery satisfaction and customer affection also indirectly explain the effect of PSRJ on re-patronage intentions (sequential mediation). Such findings have implications to theory and practice as it proposes and tested a new link between recovery satisfaction and customer affection. This research contributes to practice by providing strategies for effective service recovery and ultimately generates re-patronage intentions.Muhammad Asghar AliDing Hooi TingMuhammad Ahmad-ur-RehmanAmir Zaib AbbasiZahid HussainTaylor & Francis Grouparticleperceived service recovery justiceaffectionrecovery satisfactionre-patronage intentionssequential mediationBusinessHF5001-6182Management. Industrial managementHD28-70ENCogent Business & Management, Vol 8, Iss 1 (2021)
institution	DOAJ
collection	DOAJ
language	EN
topic	perceived service recovery justice affection recovery satisfaction re-patronage intentions sequential mediation Business HF5001-6182 Management. Industrial management HD28-70
spellingShingle	perceived service recovery justice affection recovery satisfaction re-patronage intentions sequential mediation Business HF5001-6182 Management. Industrial management HD28-70 Muhammad Asghar Ali Ding Hooi Ting Muhammad Ahmad-ur-Rehman Amir Zaib Abbasi Zahid Hussain Perceived service recovery justice and customer re-patronage intentions: Sequential mediation
description	The aims of this time-lagged study are twofold, first to identify the effect of perceived justice (as a second-order construct) on recovery satisfaction and customer affection; secondly, to investigate the effect of customer affection and recovery satisfaction on customer’s re-patronage intentions. Data from 300 respondents (car insurance in Punjab, Pakistan) were analyzed using Structural Equation Modelling (PLS-SEM). The findings indicate that perceived service recovery justice (PSRJ) significantly predicts recovery satisfaction, customer affection and re-patronage intentions, and customer re-patronage intentions can be engendered through customer justice perception, positive appraisal of recovery satisfaction and customer affection. Recovery satisfaction and customer affection also indirectly explain the effect of PSRJ on re-patronage intentions (sequential mediation). Such findings have implications to theory and practice as it proposes and tested a new link between recovery satisfaction and customer affection. This research contributes to practice by providing strategies for effective service recovery and ultimately generates re-patronage intentions.
format	article
author	Muhammad Asghar Ali Ding Hooi Ting Muhammad Ahmad-ur-Rehman Amir Zaib Abbasi Zahid Hussain
author_facet	Muhammad Asghar Ali Ding Hooi Ting Muhammad Ahmad-ur-Rehman Amir Zaib Abbasi Zahid Hussain
author_sort	Muhammad Asghar Ali
title	Perceived service recovery justice and customer re-patronage intentions: Sequential mediation
title_short	Perceived service recovery justice and customer re-patronage intentions: Sequential mediation
title_full	Perceived service recovery justice and customer re-patronage intentions: Sequential mediation
title_fullStr	Perceived service recovery justice and customer re-patronage intentions: Sequential mediation
title_full_unstemmed	Perceived service recovery justice and customer re-patronage intentions: Sequential mediation
title_sort	perceived service recovery justice and customer re-patronage intentions: sequential mediation
publisher	Taylor & Francis Group
publishDate	2021
url	https://doaj.org/article/57b02b5b19674c7e96bf695591eed73b
work_keys_str_mv	AT muhammadasgharali perceivedservicerecoveryjusticeandcustomerrepatronageintentionssequentialmediation AT dinghooiting perceivedservicerecoveryjusticeandcustomerrepatronageintentionssequentialmediation AT muhammadahmadurrehman perceivedservicerecoveryjusticeandcustomerrepatronageintentionssequentialmediation AT amirzaibabbasi perceivedservicerecoveryjusticeandcustomerrepatronageintentionssequentialmediation AT zahidhussain perceivedservicerecoveryjusticeandcustomerrepatronageintentionssequentialmediation
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Perceived service recovery justice and customer re-patronage intentions: Sequential mediation

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