Explaining satisfaction in double deviation scenarios: the effects of anger and distributive justice

摘要

Purpose - Research has shown that more than half of attempted recovery efforts only reinforcerndissatisfaction, producing a "double deviation" effect. Surprisingly, these double deviation effects havernreceived little attention in service marketing literature. To fill this gap, this paper aims to develop andrnempirically test a model of how customers form satisfaction judgments in double deviation scenarios.rnThe paper seeks to propose that emotions have a distinct and separate influence from perceived justicernin explaining satisfaction with failed recovery.rnDesign/methodology/approach - The paper employs the critical incident technique to obtain datarnfrom banking customers and apply latent variable path analysis to test the proposed model.rnFindings - The results of the study support the model and highlight the important role of specificrnrecovery-related emotions in double deviation contexts.rnResearch limitations/implications - Future research should try to determine whether differentrnspecific negative emotions and/or the interactional and procedural components of justice affectrnpost-recovery judgments in double deviation scenarios.rnPractical implications - The results show that specific emotions such as anger play an importantrnrole in explaining satisfaction with service recovery. The paper proposes that in future, customerrnsatisfaction surveys could include items measuring specific emotions. This could increase theirrnefficiency as managerial tools.rnOriginality/value - To the authors' knowledge, this has been the first attempt to model the effect ofrnspecific emotions triggered by the service recovery on satisfaction with service recovery and tornempirically test a model of satisfaction with service recovery in double deviation scenarios.rnFurthermore, this study is based on the analysis of real service failures and recovery strategies.