Correlates of justice encounter in service recovery and word-of-mouth publicity

This paper examines word-of-mouth publicity as an outcome of consumer perception of equitable recovery programs. Survey data were drawn from 317 teachers of Federal Government Colleges and 79 executives of mobile telephone firms in the southeastern and south–south zones; this sample came from locati...

Descripción completa

Guardado en:

Detalles Bibliográficos
Autores principales:	Hart O. Awa, Ojiabo Ukoha, Ogwo E. Ogwo
Formato:	article
Lenguaje:	EN
Publicado:	Taylor & Francis Group 2016
Materias:	justice dimensions word-of-mouth service failure service recovery Business HF5001-6182 Management. Industrial management HD28-70
Acceso en línea:	https://doaj.org/article/eeccd79b74de4625b3bbb80963a79356
Etiquetas:	Agregar Etiqueta Sin Etiquetas, Sea el primero en etiquetar este registro!

id	oai:doaj.org-article:eeccd79b74de4625b3bbb80963a79356
record_format	dspace
spelling	oai:doaj.org-article:eeccd79b74de4625b3bbb80963a793562021-12-02T14:35:45ZCorrelates of justice encounter in service recovery and word-of-mouth publicity2331-197510.1080/23311975.2016.1179613https://doaj.org/article/eeccd79b74de4625b3bbb80963a793562016-12-01T00:00:00Zhttp://dx.doi.org/10.1080/23311975.2016.1179613https://doaj.org/toc/2331-1975This paper examines word-of-mouth publicity as an outcome of consumer perception of equitable recovery programs. Survey data were drawn from 317 teachers of Federal Government Colleges and 79 executives of mobile telephone firms in the southeastern and south–south zones; this sample came from locations where Global Systems for Mobile Communications and Code Data Multiple Access networks have interface. Using the partial least square to analyze the data, the path coefficients with their respective t-values greater than 1.96 confirm that the justice dimensions have statistically significant relationship with word-of-mouth. Thus, the manipulation of justice dimensions in the events of service failure affects customers’ advocacy behavior. The study recommends proactive and relational approaches in dealing with customer issues as well as fair and equitable recovery and complaint handling programs to suit the needs of the complainants, get them satisfied, and to cause them to progress in the loyalty ladder.Hart O. AwaOjiabo UkohaOgwo E. OgwoTaylor & Francis Grouparticlejustice dimensionsword-of-mouthservice failureservice recoveryBusinessHF5001-6182Management. Industrial managementHD28-70ENCogent Business & Management, Vol 3, Iss 1 (2016)
institution	DOAJ
collection	DOAJ
language	EN
topic	justice dimensions word-of-mouth service failure service recovery Business HF5001-6182 Management. Industrial management HD28-70
spellingShingle	justice dimensions word-of-mouth service failure service recovery Business HF5001-6182 Management. Industrial management HD28-70 Hart O. Awa Ojiabo Ukoha Ogwo E. Ogwo Correlates of justice encounter in service recovery and word-of-mouth publicity
description	This paper examines word-of-mouth publicity as an outcome of consumer perception of equitable recovery programs. Survey data were drawn from 317 teachers of Federal Government Colleges and 79 executives of mobile telephone firms in the southeastern and south–south zones; this sample came from locations where Global Systems for Mobile Communications and Code Data Multiple Access networks have interface. Using the partial least square to analyze the data, the path coefficients with their respective t-values greater than 1.96 confirm that the justice dimensions have statistically significant relationship with word-of-mouth. Thus, the manipulation of justice dimensions in the events of service failure affects customers’ advocacy behavior. The study recommends proactive and relational approaches in dealing with customer issues as well as fair and equitable recovery and complaint handling programs to suit the needs of the complainants, get them satisfied, and to cause them to progress in the loyalty ladder.
format	article
author	Hart O. Awa Ojiabo Ukoha Ogwo E. Ogwo
author_facet	Hart O. Awa Ojiabo Ukoha Ogwo E. Ogwo
author_sort	Hart O. Awa
title	Correlates of justice encounter in service recovery and word-of-mouth publicity
title_short	Correlates of justice encounter in service recovery and word-of-mouth publicity
title_full	Correlates of justice encounter in service recovery and word-of-mouth publicity
title_fullStr	Correlates of justice encounter in service recovery and word-of-mouth publicity
title_full_unstemmed	Correlates of justice encounter in service recovery and word-of-mouth publicity
title_sort	correlates of justice encounter in service recovery and word-of-mouth publicity
publisher	Taylor & Francis Group
publishDate	2016
url	https://doaj.org/article/eeccd79b74de4625b3bbb80963a79356
work_keys_str_mv	AT hartoawa correlatesofjusticeencounterinservicerecoveryandwordofmouthpublicity AT ojiaboukoha correlatesofjusticeencounterinservicerecoveryandwordofmouthpublicity AT ogwoeogwo correlatesofjusticeencounterinservicerecoveryandwordofmouthpublicity
_version_	1718391107122888704

Correlates of justice encounter in service recovery and word-of-mouth publicity

Ejemplares similares