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.



Citation:

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.

Authors

Cristiane Pizzutti, Universidade Federal do Rio Grande do Sul, Brazil
Daniel Fernandes, Universidade Federal do Rio Grande do Sul, Brazil



Volume

LA - Latin American Advances in Consumer Research Volume 1 | 2006



Share Proceeding

Featured papers

See More

Featured

Brand’s Moral Character Predominates in Brand Perception and Evaluation

Mansur Khamitov, Nanyang Technological University, Singapore
Rod Duclos, Western University, Canada

Read More

Featured

Decreasing Impatience with Bundled Donations

Sachin Banker, University of Utah, USA

Read More

Featured

Alternative “Facts”: The Effects of Narrative Processing on the Acceptance of Factual Information

Anne Hamby, Hofstra University
David Brinberg, Virginia Tech, USA

Read More

Engage with Us

Becoming an Association for Consumer Research member is simple. Membership in ACR is relatively inexpensive, but brings significant benefits to its members.