Assessing the Effects of Service Recovery and Perceived Justice on Customer Satisfaction with SEM

The objective of this study is to validate a structural equation model of customer satisfaction with service failure/ recovery encounters and to simultaneously test the proposed hypotheses in a car warranty/claims setting. The proposed model based on exchange framework fits well to the empirical dat...

Full description

Saved in:
Bibliographic Details
Main Authors: Hao-Erl Yang, Kuan-Hsun Peng
Format: Conference Proceeding
Language:English
Subjects:
Customer satisfaction
Equations
Industrial relations
Numerical analysis
Personnel
Testing
Warranties
Online Access:Request full text
Tags: Add Tag
No Tags, Be the first to tag this record!
Description
Summary:The objective of this study is to validate a structural equation model of customer satisfaction with service failure/ recovery encounters and to simultaneously test the proposed hypotheses in a car warranty/claims setting. The proposed model based on exchange framework fits well to the empirical data from those respondents who have experienced the service failure/ recovery encounters. The findings provide managers with the understanding of the effective path from a specific recovery attribute to satisfaction through one of the perceived justice dimensions, which have effects on customer satisfaction. This research makes a contribution to both academicians and business practitioners by validating an integrated model to assess the effects of the recovery attributes and the role of perceived justice in the satisfaction model.
DOI:10.1109/ICMSS.2009.5303393