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.

Citation:

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.