The Moderating Impact of the Type of Relationship on the Consumers’ Service Recovery Evaluations and Their Consequences
This paper aims to examine the moderating effect of the type of relationship on the links between consumer’s perceived justice on service recovery process and its consequences. A theoretical model was developed and tested by Multiple Group Structural Equations Modeling. The findings from a survey with 306 respondents indicate that relational clients present higher levels of justice perceptions, trust, value and loyalty. Moreover, transactional clients’ perceptions of satisfaction with service recovery have a higher impact on trust than the relational clients’ perceptions.
Cristiane Pizzutti and Daniel Fernandes (2006) ,"The Moderating Impact of the Type of Relationship on the Consumers’ Service Recovery Evaluations and Their Consequences", in LA - Latin American Advances in Consumer Research Volume 1, eds. Silvia Gonzalez and David Luna, Duluth, MN : Association for Consumer Research, Pages: 15-20.
Cristiane Pizzutti, Universidade Federal do Rio Grande do Sul, Brazil
Daniel Fernandes, Universidade Federal do Rio Grande do Sul, Brazil
LA - Latin American Advances in Consumer Research Volume 1 | 2006
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