The effects of perceived justice on recovery satisfaction, trust, word-of-mouth, and revisit intention in upscale hotels

被引：405

作者：

Kim, Taegoo ^{[2
]}

Kim, Woo Gon ^{[1
]}

Kim, Hong-Bumm ^{[3
]}

机构：

[1] Florida State Univ, Coll Business, Dedman Sch Hospitality, Int Ctr Hospitality Res, Tallahassee, FL 32306 USA

[2] Jeju Natl Univ, Inst HRD Tourism Res Jeju Int Free City BK21, Jeju City 690756, South Korea

[3] Sejong Univ, Coll Hospitality & Tourism, Seoul 143747, South Korea

来源：

TOURISM MANAGEMENT | 2009年 / 30卷 / 01期

关键词：

Service failure; Service recovery; Complaint handling; Perceived justice; Trust; Nested model; Model comparison; Model parsimony; IN-SERVICE RECOVERY; CUSTOMER SATISFACTION; CONSUMER RESPONSES; FIT INDEXES; COMMITMENT; BEHAVIOR; FAILURE; MODELS;

D O I：

10.1016/j.tourman.2008.04.003

中图分类号：

X [环境科学、安全科学];

学科分类号：

08 ; 0830 ;

摘要：

The purpose of this study is to assess the relative influences of distributive (DJ), procedural (PJ), and interactional (IJ) justices on customer satisfaction with service recovery and to examine the relationship between recovery satisfaction and subsequent customer relationships: trust, word-of-mouth (WOM), and revisit intention. On-site surveys were administered to collect data from hotel guests who stayed, and experienced a service failure, at five-star hotels. The effect of DJ on satisfaction with service recovery was stronger than those of PJ and IJ. Since DJ, PJ, and U have significant effects on trust, WOM, and revisit intention through recovery satisfaction, recovery satisfaction was found to be an important mediating variable. In addition, the mediational role of trust between recovery satisfaction and WOM/revisit intention is substantial. Thus, in a case where strong trust is formed between the service provider and the Customer, a long-term relationship can be expected. (C) 2008 Elsevier Ltd. All rights reserved.

引用

页码：51 / 62

页数：12

共 65 条

[1] TOWARD AN UNDERSTANDING OF INEQUITY [J].