Building sustainable customer relationships through effective service recovery is a worthwhile goal for all airline companies in an era of intense competition. Developing service recovery strategies that can strengthen customer loyalty in the event of service failure has become a major challenge for the airline business, but yet has received little attention from academics. To address the dearth in the literature, this study sets out to investigate how customers' perceptions of perceived justice of service recovery and those factors external to the recovery encounter, including service failure attributions and company reputation, impact their loyalty recovery in the airline context. This study uses a quantitative method based on a surrey approach. A selfadministered questionnaire was purposively distributed among airline customers at Suvarnabhumi International Airport in Bangkok, Thailand. The study was tested using data collected from 480 travellers who had previously experienced a full service airline's flight delay in the past 12 months and was analysed with Partial Least Squares Structural Equation Modeling (PLS-SEM). First, the results of this research confirm the robustness of the Expectation Disconfirmation Paradigm (EDP) for understanding customer perceived justice of service recovery in an exchange relationship context by emphasising significant positive effects of all dimensions of justice in restoring positive customer relationships. Second, the findings clarify the interrelationships between postrecovery customer trust, customer's overall company satisfaction and customer loyalty by highlighting the important role of which trust plays in recovering customer loyalty. Third, The results further demonstrate how customer perceived justice of service recovery is contingent upon service failure attributions and company reputation. Lastly, the research provides airline managers with useful guidelines on developing cost-effective service recovery strategies focusing on maximising customer loyalty in different service failure situations.

Even though penalty policies have been adopted as airlines marketing strategies, little academic literature is found. Popular industries which were investigated for penalty policies include cell phone, credit card, hotel, airlines, bank, college, retail store, restaurant, and day care service companies. Notwithstanding the penalty policies commonly adopted in the airline industry, literature for airlines penalty policies is difficult to find and no literature exists to examine the impact of penalties based upon actual data from airlines. This study is the first research to investigate the impact of the penalty policy of airlines concerning the re-purchase behaviour of penalized customers by the actual data collected in the airline company. In this study, a total of 200 cases of data were collected from the airport authority and an international airline company in South Korea. The collected data were reviewed and categorized by demographic factors of customers including gender, and age; by the relationship with the airlines such as customer membership status of the airline loyalty programme; and by the results of the penalty resolution process such as whether the penalty was waived, the reasons for complaints concerning penalty charges, and the results of customers’ repurchase behaviour. To identify the reasons for customer complaints concerning imposing a penalty, all cases of complaints were reviewed and categorized. Attributes of the penalty and concept of perceived justice theory composed of distributive, procedural, and interactional justice were used to understand which factors play a key influential role in customer re-purchase behaviour. According to coding the table, the categorized data were coded and tested by parametric analysis (logistic regression model) in SPSS 20 program and ANOVA. As a result of the research, the customers’ loyalty programme membership status has been shown to positively influenced the re-purchase behaviour. The factors concerning penalty amount and severity (related to distribution justice) negatively affect customer re-purchase behaviour. The other factors are indicated as not significant to customer re-purchase behaviour. This study suggests that the valuable idea from the impact of penalty for the re-purchase behaviour should be considered by airline executives who should build more effective penalty policies. Especially, imposing a penalty amount is considered as one of the most significant factors affecting the perception of fairness and customer intention to raise complaints. In addition to the penalty amount, the airline loyalty programme membership status has to be considered as a key factor to maintain customer loyalty where penalties have been imposed.

Following the call for further research on the organisational side of complaint handling, this research aims to explore actual firms’ complaint handling practices with a special focus on the role of politeness in firms-complaints interactions. This research is largely based on a dataset of naturally occurring exchanges obtained from the online public forum Les Arnaques – “The Scams” (www.lesarnaques.com). The setting is similar to a double-deviation scenario: the consumers had already complained once through the relevant company but were unsatisfied with the response. By lodging their complaint on the forum they seek mediation to obtain satisfaction in a second attempt.As a first step, an enhanced conceptualisation of politeness in relation to the concept of complaint handling was proposed and tested. Sociolinguistics theories were used (Goffman’s theory of face, Grice’s maxims) and a quantitative analysis was conducted, to discover how the consumer’s perception of a firm’s politeness is influenced. This conceptualisation, new for the marketing literature, led to proposing a more accurate framework to assess the politeness-related practices of firms when handling complaints.In a second step, this new conceptualisation of politeness was integrated within a larger framework to assess firms’ practices on several dimensions. Justice theory was used as a starting point to define practices within each dimension of justice: distributive, procedural and interactional. Literature from other disciplines (sociology, linguistics, psychology) was used to define precisely the different constructs belonging to the three dimensions. For instance the “empathy” construct was split, based on the literature in psychology, into cognitive and affective empathy, which allowed the precise identification of the occurrences of empathy in firms’ answers. The effects of 33 dimensions were analysed, using a sample of 523 exchanges archived from the forum Les Arnaques. A multinomial regression analysis showed that the most significant antecedent of post-complaint satisfaction was a new dimension, not previously found in the literature: the provision of evidence that the complainant’s problem had been, or was about to be, solved.In a third step, exploratory research was undertaken to investigate possible collinearity effects between three of the most often cited constructs of interactional justice: empathy, politeness and apology. Using the coding guide previously developed, and the exchanges coded, results showed some overlap between the constructs and high Cramer’s V, indicating a redundant concept. Recommendations were provided as to what should be measured, and how, so that researchers can avoid such effects in the future.The naturally occurring exchanges used for the first three steps revealed that firms’ answers were often impolite and littered with spelling mistakes. Two subsequent papers explored the phenomena of grammaticality and im/politeness.In a fourth step, the effects of grammaticality and politeness on customers’ perceptions and behavioural outcomes were explored. Specifically, a survey was conducted to determine the effect of grammar/spelling mistakes and politeness on the perception of professionalism and on repurchase intention. Results from a PATH analysis showed that politeness and grammaticality had low or no direct effect on loyalty. However, indirect effects mediated by professionalism were strong, indicating that consumers’ repurchase intentions depend on a firm’s perceived professionalism.Finally, in a fifth step, efforts were focused on impoliteness and on the role the communication channel plays in expressions of impoliteness. Impolite answers found on the online forum were compared with offline responses obtained in a field experiment. Unexpectedly, results from a discourse analysis showed that the highest levels of impoliteness were not reached in online exchanges, where users can hide behind anonymity, but in postal exchanges. In particular, we found that some companies returned the original complaint letter, riddled with insults. This led us to propose that impoliteness not only a matter of content (the words being used) but also of form. In this case, the letter seemed to act as a catalyst for conflict and was the trigger for verbal violence.In terms of marketing, the following work contributes to theory building by proposing a new conceptualisation of politeness, by defining a more precise framework to analyse firms’ complaint handling practices, and by uncovering collinearity effects that may have impeded previous results. The last two steps of this thesis bring exploratory insights by showing the effects of politeness and grammaticality on consumers’ perceptions.Besides contributing new academic insights, one goal of this thesis was also to serve the business community. The findings show that politeness matters: not only does politeness help reach short-term goals like post-complaint satisfaction, but it also contributes to long-term effort, like forging a professional identity and fostering customer loyalty. / Doctorat en Sciences économiques et de gestion / info:eu-repo/semantics/nonPublished

O presente trabalho tem como objetivo examinar a formação do senso de justiça das pessoas sob a perspectiva da teoria de justiça da escolha social e de rankings incompletos, de Amartya Sen (2009). Pretende também investigar algumas formas de educar o cidadão para a justiça a fim de se pensar políticas públicas nas escolas que estimulem o florescimento do sentido de justiça nas pessoas. Para tanto, a teoria de justiça de Sen (2009) é apresentada e relacionada a teorias sobre a formação do indivíduo e fases críticas de seu desenvolvimento, em específico a formação de aspectos cognitivos e não cognitivos e sua interação. Ao fim, são indicados caminhos para a educação voltada para a justiça. / This study aims to examine the development of the sense of justice following Amartya Sen’s (2009) social choice and incomplete rank justice theory. Alongside this, in order to present some alternatives about public policies in schools that could encourage the flourishing of a sense of justice, a reflection about ways to educate citizens towards justice is made. To do so, Sen’s Idea of Justice is introduced and related to theories about individual development, combined with an analysis of sensitive stages of human development. Particular attention is given on the interaction of cognitive and non-cognitive abilities. At the end, some thoughts about public policies and the education system are made.

This study explored the perceptions and lived experiences of 10 transgender and gender nonconforming individuals who had interacted with the various sectors of the criminal justice system (i.e., law enforcement, the prison system, and the court system). The focus of this phenomenological qualitative study was providing insight into how sexual orientation and gender identity influenced transgender and gender nonconforming individuals' experiences and perceptions of the criminal justice system. Procedural justice theory guided this study by providing an understanding of how the behavior of the actors in the criminal justice system shaped the cooperation or resistance of transgender and gender nonconforming individuals. During semistructured telephonic interviews, participants were asked open-ended questions about their feelings, experiences, and perceptions regarding the various sectors of the criminal justice system (i.e., law enforcement, the prison system, and the court system). Using Moustakas's modified Stevick-Colaizzi-Keen approach, 3 themes were identified: (a) interactions with the criminal justice system, (b) thoughts about the criminal justice system, and (c) experiences with the criminal justice system. Findings indicated that the criminal justice system is not adequately prepared to accommodate or appropriately deal with transgender and gender nonconforming individuals and their unique needs. Implications for social change include the development of transgender-affirmative training programs and education for the criminal justice system and its personnel.

It is now well recognised that an effective service recovery program is an essential part of firms??? service quality programs and critical to generating customer satisfaction and loyalty. A number of studies have investigated the impact of service recovery efforts (compensation, speed of response, etc.) on post-recovery satisfaction, mostly in Western countries. However, despite the importance of global markets, very few have examined how Eastern consumers react to service recovery efforts. Furthermore, none have examined the impact of cultural value orientation (cultural values measured at the individual level) in implementing effective service recovery programs. This is one of the few studies that have attempted to avoid the ecological fallacy, i.e., assume all consumers within a country are culturally homogeneous. Based on Justice Theory, this research conducted in Thailand, employed an experimental design to investigate how customer evaluations of service recovery efforts are influenced by interplay of the consumer???s cultural value orientation and service recovery attributes (apology, compensation, cognitive control, recovery initiation, and formality). The results reveal that cultural values of power distance, uncertainty avoidance and collectivism do indeed interact with a firm???s recovery tactics to influence perceptions of justice. In other words, the impact of a firm???s tactics is culturally dependent, and consumer expectations and perceptions of service recovery efforts vary, depending on customers??? cultural value orientation. Finally, all three forms of justice (distributive, procedural, interactional) along with disconfirmation of expectations, positively impact on overall service recovery satisfaction. Unlike previous studies, we found evidence to indicate that there is a temporal sequence associated with the three justice dimensions i.e., interactional and procedural justice precede and thus impact perception of distributive (outcome) justice. The results have implication for marketing theory as well as managerial action.

The theory of restorative justice has always lagged behind practice. As such, gaps in theory have existed over time and continue to exist today, particularly in terms of explaining “the magic” that occurs within the encounter process. By exploring the theories of Jürgen Habermas, it is suggested that new frameworks can be developed that can help theorists think about, and explain the experiences and outcomes central to restorative processes. This paper focuses on Habermas’ theory of universal pragmatics and communicative action as a means to better understand the mechanisms within the encounter process, and the conditions necessary, to give rise to common understanding, agreement, learning and strengthened relationships. It then examines Habermas’ concept of the lifeworld and the interplay with communicative action to shed light on restorative justice’s potential for community building through norm clarification, victim and offender reintegration and increased individual capacity.

It is now well recognised that an effective service recovery program is an essential part of firms??? service quality programs and critical to generating customer satisfaction and loyalty. A number of studies have investigated the impact of service recovery efforts (compensation, speed of response, etc.) on post-recovery satisfaction, mostly in Western countries. However, despite the importance of global markets, very few have examined how Eastern consumers react to service recovery efforts. Furthermore, none have examined the impact of cultural value orientation (cultural values measured at the individual level) in implementing effective service recovery programs. This is one of the few studies that have attempted to avoid the ecological fallacy, i.e., assume all consumers within a country are culturally homogeneous. Based on Justice Theory, this research conducted in Thailand, employed an experimental design to investigate how customer evaluations of service recovery efforts are influenced by interplay of the consumer???s cultural value orientation and service recovery attributes (apology, compensation, cognitive control, recovery initiation, and formality). The results reveal that cultural values of power distance, uncertainty avoidance and collectivism do indeed interact with a firm???s recovery tactics to influence perceptions of justice. In other words, the impact of a firm???s tactics is culturally dependent, and consumer expectations and perceptions of service recovery efforts vary, depending on customers??? cultural value orientation. Finally, all three forms of justice (distributive, procedural, interactional) along with disconfirmation of expectations, positively impact on overall service recovery satisfaction. Unlike previous studies, we found evidence to indicate that there is a temporal sequence associated with the three justice dimensions i.e., interactional and procedural justice precede and thus impact perception of distributive (outcome) justice. The results have implication for marketing theory as well as managerial action.

O presente trabalho tem como objetivo examinar a formação do senso de justiça das pessoas sob a perspectiva da teoria de justiça da escolha social e de rankings incompletos, de Amartya Sen (2009). Pretende também investigar algumas formas de educar o cidadão para a justiça a fim de se pensar políticas públicas nas escolas que estimulem o florescimento do sentido de justiça nas pessoas. Para tanto, a teoria de justiça de Sen (2009) é apresentada e relacionada a teorias sobre a formação do indivíduo e fases críticas de seu desenvolvimento, em específico a formação de aspectos cognitivos e não cognitivos e sua interação. Ao fim, são indicados caminhos para a educação voltada para a justiça. / This study aims to examine the development of the sense of justice following Amartya Sen’s (2009) social choice and incomplete rank justice theory. Alongside this, in order to present some alternatives about public policies in schools that could encourage the flourishing of a sense of justice, a reflection about ways to educate citizens towards justice is made. To do so, Sen’s Idea of Justice is introduced and related to theories about individual development, combined with an analysis of sensitive stages of human development. Particular attention is given on the interaction of cognitive and non-cognitive abilities. At the end, some thoughts about public policies and the education system are made.

abstract: Contemporary Christian American politicians have diverse identities when integrating their faith with their political ideology and have developed their worldviews and interpretive schemas and have defended, enacted, and given meaning to their positions, knowingly or unknowingly. There are two distinct theoretical clusters which are a result of an already existing dichotomy. This ideological divide happens along the philosophical notions of individualism or communitarianism, libertarianism or egalitarianism, capitalism or collectivism, literalism or hermeneutics, orthodoxy or praxis. One cluster, Institutional Christianity, exerts a dominating influence on the political and cultural landscape in the US, particularly during the last ten years, and could be considered a hegemonic discourse; while the other, Natural Christianity, serves as the counter-hegemony within a political landscape characterized by a two party system. This study explores the relationship of these dichotomous clusters with contemporary Arizona Christian politicians. Using a phenomenological, qualitative study, interviewing sixteen Arizona Christian politicians, this study yielded ten themes, and binary meaning units within each theme, that describe the essence of politicians' faith and political behavior as they intersect. Finally, this study found, as reported by each subject, what political perspectives generally created a sense of dissonance with one's faith and what perspective exhibited a unified sense of congruence with their faith and political behavior. / Dissertation/Thesis / Ph.D. Justice Studies 2014