Customer Perceived Value, Perceived Justice, Perceived Quality and Satisfaction after Service Recovery

摘要

In this paper we try to gain a deep understanding of how satisfaction can be retrieved after service recovery by integrating viewpoints from perceived justice, perceived quality or perceived value jointly. Real consumers who experienced service failure in hotels are surveyed. Results show that perceived justice and perceived value influences satisfaction directly. However, perceived quality affects satisfaction indirectly through the mediation of perceived value and perceived justice, which a stronger weight on perceived value. Furthermore, perceived value also has a strong impact on perceived justice. Implications of the findings for better understanding of customer satisfaction after service failure and recovery and for the application in service management are discussed.