Perceived Justice and Customer’S Satisfaction Following a Service Failure and Recovery Encounters. an Approach From Script Theory

This paper examines perceptions of justice and the consumer's satisfaction with service failure/recovery encounters from script theory. The results of the first study show main effects of the three experimental variables on three dimensions of perceived justice. The corrective action affects the distributive, procedural and interactional dimensions, the type of script interruption affects the procedural and interactional dimensions, and the action relevance affects the interactional dimension. The results of the second study basically replicate the results of the first study and also show that perceptions of distributive and procedural justice significantly mediate the relationship of script disconfirmation to customer satisfaction.


Benjamin Sierra Diez, Jenniffer Peralta Montecinos, Carlos Falces Delgado, and Luis Oceja Fernandez (2007) ,"Perceived Justice and Customer’S Satisfaction Following a Service Failure and Recovery Encounters. an Approach From Script Theory", in E - European Advances in Consumer Research Volume 8, eds. Stefania Borghini, Mary Ann McGrath, and Cele Otnes, Duluth, MN : Association for Consumer Research, Pages: 281-282.


Benjamin Sierra Diez, Autonoma University of Madrid (Spain)
Jenniffer Peralta Montecinos, Tarapaca University of Arica (Chile)
Carlos Falces Delgado, Miguel Henandez University of Elche (Spain)
Luis Oceja Fernandez, Autonoma University of Madrid (Spain)


E - European Advances in Consumer Research Volume 8 | 2007

Share Proceeding

Featured papers

See More


Q4. The notion of self-optimization in context of self-tracking and beyond

Agnieszka Krzeminska, Leuphana University Lüneburg
Dorthe Brogård Kristensen, University of Southern Denmark, Denmark

Read More


When Novices have more Influence than Experts: Empirical Evidence from Online Peer Reviews

Peter Nguyen, Ivey Business School
Xin (Shane) Wang, Western University, Canada
Xi Li, City University of Hong Kong
June Cotte, Ivey Business School

Read More


Product Transparency in Online Selling Mechanisms: Consumer Preference for Opaque Products

Lucas Stich, Ludwig-Maximilians-University Munich
Martin Spann, Ludwig-Maximilians-University Munich
Gerald Häubl, University of Alberta, Canada

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.