The Internet has changed the platform for how services are delivered. In the absence of one-to-one personal interactions between a service provider and a customer, failures unique to e-service are bound to occur. E-service failures are likely to result in unsatisfied customers. Therefore, a recovery system is important to tilt the balance of satisfaction/dissatisfaction to a more favorable condition. An e-service recovery process is an important operational process to affect this change. It is in a sense, a second chance to gain/retain loyal customers by rectifying e-service failures. Equity Theory and Exchange Theory were the theoretical bases for how customers’ perceptions transitioned from loss and unfairness to equity and satisfaction after an e-service recovery. This study investigated the relationships between e-service recovery processes attributes (compensation, respond speed, and apology) and perceived justice constructs (interactional, distributive, and procedural), and examined the relationship between perceived justice and e-service recovery satisfaction. Data from a community of students and knowledge workers in a Mid-western university was collected to analyze the effects of these constructs in service recovery processes for the purpose of designing recovery policy. The study used MANOVA and Multiple regressions for hypotheses testing. The results indicate that all service recovery process attributes had a significant main effect on all perceived justice variables. This suggests that the different levels of compensation, response speed, and apology will impact a customer’s perception of perceived justice. There is also a marginally significant interaction effect for compensation and apology. This significant interaction effect could indicate that the positive impact of an apology as part of a service recovery process could be intensified when accompanied by monetary compensation. Furthermore, the findings indicate that perceived justice (interactional justice, distributive justice, and procedural justice) are significant drivers of satisfaction in an e-service recovery. There was also a significant interaction effect with distributive justice and procedural justice in predicting e-service recovery satisfaction. The result suggests that when compensation is given, customers perceive that the e-service provider is following the rules and regulations in providing compensation in exchange for their losses.This helps transition the customer to a more equitable and satisfied state. The study also supports past research in traditional services by finding that all three perceived justice predictors were significant drivers of recovery satisfaction and that at least one interaction was significant in predicting e-service recovery satisfaction. In addition, another contribution from this study is the development of a new e-service recovery satisfaction scale. Lastly, this study contributes to the emerging stream of research on e-service recovery processes and satisfaction, and the empirical results further delineate the role of social justice in e-service recovery.

Among former researches regarding the consumer¡¦s post-reactions facing a ¡§Service-failure¡¨ scenario, most scholars treated the situation of ¡§Service-failure¡¨ as a whole affair, but had never tried to discuss its separate effect possibly caused by service ¡§outcome¡¨ or service ¡§process¡¨ and the potential correlation due to different combinations of this two ¡§Service-failure¡¨ types (output failure /process failure). According to ¡§A two-component model of justice¡¨ view in Organizational-Behavior domain, we can obtain the following conclusion that the influence caused by service ¡§outcome¡¨ entirely differs from which caused by service ¡§process¡¨, while the employee faces the unfair affairs of salary-treatment. Distributive-injustice is the trigger that the employee takes the action. Only when facing the condition of output failure, employees will take actions. Is service ¡§process¡¨ fair or not will determine that people adopt positive or negative action. Consequently, this research plans to apply ¡§A two-component model of justice¡¨ view to explain the possible reactions or behaviors while consumers face different ¡§Service-failure¡¨ combinations. In addition, the study also joins the factor called ¡§Coping-potential¡¨ as moderator to discuss whether the store owner can retard the negative effect caused by ¡§Service-failure¡¨ through offering consumers more convenient ways or methods to express opinions. This research adopts a scenario experimental method, taking university students and graduate students as the convenient sample, with regard to the sample the important and familiar hotel-ordering services as the study industry, designs a virtual scenario of Service-failure by manipulating three independent variables (service outcome¡Gpositive disconfirmation /match the consumer¡¦s expectation /negative disconfirmation¡Fservice process¡Gsuccess /failure¡FCoping-potential¡Ghigh /low). The study asks the experimental subject to fill after reading the description of a virtual scenario to answer the items including ¡§distributive-justice¡¨, ¡§procedural-justice¡¨, ¡§emotions¡¨ and ¡§Behavior-intention¡¨. And then we apply statistics-analysis to compare with the difference of the consumer¡¦s possible reactions when he faces variety of ¡§Service-failure¡¨ combinations. The results discovered: consumers will aim at the performances of service ¡§outcome¡¨ and service ¡§process¡¨ to carry on the judgments of distributive-justice and procedural-justice respectively when facing a ¡§Service-failure¡¨ scenario. Two dimensions of ¡§Perceived-justice¡¨ indeed play the different roles of determining the consumer¡¦s behavior. Distributive-injustice is not the trigger that the consumer takes the action. No matter how its result accords with ¡§distributive-justice¡¨, people all do something. Yet ¡§procedural-justice¡¨ truly is the main factor, which is decided that people adopt what kinds of actions (positive /negative). Under assigning the unfair result with fair procedure (output failure), the consumer will take positive reactions (e.g. offering the suggestions). On the other hand, unfair procedure will strengthen the negative responses (e.g. complaining toward the store). Under assigning the unfair situation with unfair procedure (output failure plus process failure), ¡§Coping-potential¡¨ will regulate the relation between ¡§Procedural-justice¡¨ and ¡§Behavior-intention".

Service failures are common in the hospitality industry and are often associated with low guest satisfaction. However, guest satisfaction is possible to be restored when excellent service recovery tactics are deployed in a timely fashion. The temporary unavailability of a service offering is a type of failure recognized by practitioners, customers, and the research community, yet it is typically only used for illustrative purposes in research. Given the ubiquity of this type of failure in the industry, the lack of investigations of its various aspects (e.g., communication of the occurrence to the customer, reasons, ramifications, etc.) seems surprising. Using scenario-based experimental design in a restaurant setting, this research tested the effects of timing (early/ late) of the communication of the temporary unavailability of a menu item on customers' satisfaction with the recovery, while taking into account the perceived severity of the failure as well as the relationship between customer and provider. Findings indicate that restaurant guests informed early that a menu item is unavailable are more satisfied than those who are informed later in their dining experience (after they have been given time to study the menu and make choices). This increased satisfaction is mediated through the customers' perception of interactional, procedural, and distributive justice. / Doctor of Philosophy / Things go wrong all the time in the hospitality industry; knowing how and when to address guests can make or break a business. For restaurants, the unavailability of a menu item is often an uncontrollable occurrence. In a scenario-based experiment, the present study tested guests' reactions to restaurant staff communicating the unavailability of an item early (during introductions) versus late (after the guests were given time to peruse the menu and make choices). The study took into account the type and duration of the relationship between guest and provider, as well as the fact that the guest may either be particularly interested in the unavailable item or indifferent. The results overwhelmingly pointed in one direction: the sooner the issue is communicated to the guests, the better. Respondents who were told early in their dining experience about a menu item being unavailable were significantly more satisfied than their counterparts (who weren't informed until late), and, overall, perceived the provider as more just. Anecdotal evidence shows different approaches to this type of issue but prior empirical evidence appears non-existent as to which approach yields optimal results, so the findings of the present study should be relevant to practitioners trying to retain guests after things have gone wrong.

Service providers often use various types of ¡§punishments¡¨ or ¡§penalties¡¨ to reduce the frequency of customers¡¦ violations and to balance their potential loss, but researchers does not pay much attention to ¡§customer penalties¡¨. Existing studies of customer penalties focus on the relationships between the service provider (the executor) and customers (the recipients) who violate company¡¦s policy, especially on the effects of punishment toward recipients. However, studies in ¡§organizational punishments¡¨ had enlarge the scope of research by including observers, and developed a framework for studying the effects of punishments on observers which is called ¡§a framework for understanding the social effects of organizational punishment¡¨. This study is based on customer penalties, and the researcher cites the viewpoints and theories from this framework to enlarge the scope of research in bilateral to tripartite. This study examines observers¡¦ responses, including their perception of justice, violate intension, and affective commitment to the service provider, when they obtain the information about service provider punishing a violated customer by experimental design. The result shows that social learning effect will exists if observers receive information about punishments. Observers prefer service providers whose punishments with lower severity, higher flexibility, and adequate explanations. The result also shows that perceived justice has a partial mediating effect on ¡§punishments-responses¡¨ relation.

ABSTRACT JUSTICE IN SCHOOL PRACTICES: 6th AND 7th GRADE STUDENTS&rsquo / PERCEPTIONS OF THEIR SCHOOL EXPERIENCES &Ccedil / elikkaya, T&uuml / lay M.S., Department of Educational Sciences Supervisor: Assist. Prof. Dr. Cennet Engin Demir September 2008, 65 pages This study aims to investigate primary school students&rsquo / perceptions of justice based on their school experiences and to examine whether their perceptions show significant differences with respect to certain background variables. The sample of this study consisted of 526 students from seven primary schools in different neighborhoods in Ankara. The data was gathered through a questionnaire developed by the researcher in order to measure the students&rsquo / perceptions of justice based on their school experiences. Descriptive and inferential statistics were employed for the analysis of the data. The principal component analysis extracted four dimensions of justice, namely distributive justice, interactional justice, procedural justice and retributive justice. The results of the repeated measures analysis indicated that dimensions can be listed from the most fair to least fair as procedural justice, retributive justice, interactional justice and distributive justice. Students perceived their schools&rsquo / practices most fair with respect to procedural justice and retributive justice. The results of the MANOVA indicated that gender and achievement level has significant effect on students&rsquo / perceptions of justice. Compared to males, female students perceived their school experiences more fair. Results also revealed that compared to low achievers, high achievers perceived their school environment more fair with respect to retributive justice. Principals and teachers should pay attention to the distribution of the grades, praises, punishment, since students perceived their school practices least fair with respect to distributive justice.

Företag kan inte bara konkurrera med låga priser för att ”vinna” sina kunder längre, med de svenska detaljhandelskedjorna Expert och Onoffs konkurser som exempel. Lönsamhet är ett företags yttersta mål, men om inte intäkterna kan täcka kostnaderna kan en eventuell konkurs vara nära. Därför måste företag kunna hantera det ”mjuka värdet” på ett tillfredsställande sätt. Det är av aktuellt intresse för att ha möjlighet att bevara sina kunder och kunna hantera missnöje och negativ spridning av information eller rykten kunder emellan. Felhanteringen bör anpassas om missnöjet förs fram i sociala medier eller i fysiska miljöer, vilket också beskriver syftet med den här uppsatsen.Fyra intervjuer har genomförts med fyra olika företag, där två intervjuer haft fokus på fysiska butiker och två haft fokus på sociala medier. Utöver det har observation av två av de studerade företagens Facebook-sidor genomförts. Möjligheten till generalisering är låg på grund av val av kvalitativ metod, då uppsatsen istället är fokuserad på att höra vad företagsrepresentanterna beskriver om dess företags hantering av missnöje från kunder.För att kunna hantera missnöje är samtliga företag i undersökningen tydliga med vilka medarbetare de söker och med önskvärda egenskaper som kundorientering, vilja och engagemang. Detta för att kunna handskas med de kommunikationssätt varje företag arbetar med, hänsyn tas även till kommunikationssättet där samtliga respondenter är överens om att människor påverkas av varandras uttalanden. Med avseende till att människor kommunicerar med varandra är respondenterna eniga om att svara snabbt eller inom rimlig väntetid för att minimera den negativa spridningen och i vissa fall öka den positiva spridningen.Respondenternas strävan med hanteringen av kundmissnöje handlar om att få nöjda kunder. / Companies can’t compete with low prices to ”win” their customers no more, with the swedish retailchains Expert and Onoff as examples. Profitability is a company´s utmost goal, but if the revenue can’t cover the costs an eventual bankruptcy may be close. Therefore companies must be able to handle the soft value in a satisfactory way. It is of current interest to be conceivable to maintain your customers and to be able to handle dissatisfaction and negative transmission of information or rumours between customers. The service recovery should be adjusted if the dissatisfaction occurs in social media or in physical environments, which also describes the purpose with this essay.Four interviews have been carried out with four different companies, two of the interviews had a focus on physical stores and two had focus on social media. Beyond the interviews an observation has been carried out on two of the studied companies’ Facebook-pages. The possibility to generalization is low because of the choice of qualitative method, the essay is instead focused in hearing what the company-representatives describe about their handling of dissatisfaction from customers.All companies are clear about which coworkers they are searching for to be able to handle dissatisfaction, with desirable characteristics as customer-orientation, with will and commitment. This because to be able with the ways of communication each company works with, consideration is taken to the ways of communication where all respondents agree about that all people influence each other’s comments. In regards to that all people communicates with each other, all respondents agree about answering fast and within reasonable waiting time to minimize the negative spread and in some cases increase the positive spread.The respondents’ pursuit with the handling of customer-dissatisfaction is about getting satisfied customers.

Abstract Purpose - The purpose of this study is to extend the current understanding of NCE and its antecedents. Design/methodology/approach - A deductive approach was used to confirm the proposed model of NCE using structural equation modeling. Data was collected online using self-selection questionnaires, resulting in 252 responses used in the quantitative analysis. Seven hypotheses were tested in the analysis.  Findings - The primary findings of the study is that perceived injustice acts as an antecedent of cognitive and affective NCE, which in turn drive behavioral NCE. Accordingly, the proposed tri-dimensional framework of NCE, consisting of a cognitive, affective, and behavioral component, was supported. Negative service quality disconfirmation was not supported as an antecedent of NCE.  Originality/value - The originality of the paper lies in the testing of NCE and the proposed drivers as a unique construct, which has not previously been tested in quantitative research.

The press is filled with stories about termination of customer relationships in banking, telecom and other service industries. Yet, there is limited research on firm-initiated service termination and in particular, customers’ reactions to different termination strategies is under-researched. This study employs a 2 (termination strategies: firm-oriented and customer-oriented) * 5 (compensation types: explanation, apology, moderate monetary compensation, high monetary compensation and no compensation) experimental design with US adult consumers in retail banking. In phase 1, the study examines the direct and indirect effects of termination severity on customers’ reactions and the perceived justice theory is used to explain the post termination conceptual framework. The results show that a firm-oriented approach is perceived as more severe and less fair compared with a customer-oriented approach. In addition, termination severity negatively influences perceived justice and positively influences anger, direct complaint, negative WoM and revenge behaviours. The results also demonstrate that anger and perceived justice mediate the relationships between termination severity and behavioural responses and attitude towards complaining moderates the effects of anger on revenge, direct and third party complaint. The study contributes to the service termination literature by enhancing the understanding of the consequences of service termination and also providing a theoretical model of customers’ attitudinal, emotional and behavioural reactions to firm-initiated service termination. Furthermore, little is known about the role that compensation plays in influencing customers’ responses to intentional failures such as service termination. Therefore, in phase 2, this research examines the effects of different types of compensation and different level of monetary compensation on customers’ anger, satisfaction, image and negative WoM following the two termination approaches. Expectancy violation theory is used to explain the post compensation conceptual model. Contrary to the accepted wisdom, the findings reveal that explanation is the salient compensation type for both termination approaches. In addition, high level of monetary compensation is only effective following a firm-oriented, but not a customer-oriented approach. Moreover, apology and moderate monetary compensation are not effective in improving customers’ satisfaction and reducing their anger following either approach. The research contributes to the service recovery literature by examining the effectiveness of psychological and monetary compensation in service termination, which is an intentional failure. The findings provide managers with critical insights about the effectiveness of different compensation strategies based on specific termination strategies (i.e. psychological compensation following customer-oriented and both psychological and high monetary compensation following firm-oriented approaches).

Le secteur touristique souffre de plus en plus des départs de clients insatisfaits suite aux dysfonctionnements de services vécus. De nombreux établissements de services, attachent encore, peu d’importance à la gestion des réclamations en raison des moyens financiers qu’elles suscitent. Or, une gestion efficace de la réclamation pourrait transformer un client insatisfait en un client plus confiant et engagé. Notre recherche s’est intéressée à l’identification des critères d’évaluation sur lesquels les réclamants se basent pour juger la gestion de la réclamation, et à l’impact de cette évaluation sur la qualité de la relation établie avec l’établissement touristique. Pour ce faire une étude qualitative exploratoire suivie d’une étude quantitative ont été réalisées.Après avoir examiné la revue de la littérature, nous nous sommes focalisés sur les théories de la justice perçue lors de l’évaluation de la gestion de la réclamation. En outre, nous avons mobilisé les dimensions de la confiance et de l’engagement comme critères de jugement de la qualité relationnelle perçue. Les résultats de notre étude montrent l’existence d’un impact positif et significatif de quelques critères de la justice perçue (jugés par les réclamant comme étant les plus importants) sur la satisfaction post-réclamation et la qualité relationnelle perçue. Ces critères sont essentiellement l’équité du résultat accordé par l’établissement (ex : compensation accordée), l’empathie et la politesse développées par le personnel en contact, et la rapidité du traitement de la réclamation. / The tourist sector is suffering more and more from the departure of the unsatisfied customers after experienced service failures. Several services companies, still attach, few importance to complaint handling because of financial funds needed. However, an efficient complaint handling management could transform a dissatisfied customer to a more confident and committed customer. Our research was interested in the identification of the appraisal criteria on which claimants base to judge complaint handling and the impact of this evaluation on the quality of the relationship established with the tourist establishment. Consequently, a qualitative study followed by a quantitative study has been accomplished. After examining the literature review, we focused on the perceived justice theory to evaluate the complaint handling. Besides, we used trust and commitment dimensions as a criteria of judgment of the perceived relationship quality (Morgan et Hunt, 1994).The outcomes of our study show the existence of a positive significant impact of some criteria of the perceived justice (considered by consumers as the most important), on recovery satisfaction and perceived relationship quality. These criteria are mainly equity of the result provided by the establishment (Ex. Compensation provided), empathy and politeness developed by the front line staff, and the quickness of the complaint treatment.

Submitted by Manoela Sabbadin Begas (manu.begas@gmail.com) on 2017-03-21T17:15:56Z No. of bitstreams: 1 Manoela_Dissertação.pdf: 1812808 bytes, checksum: c5237fd3e360f7c33edd0f82fc1e73be (MD5) / Approved for entry into archive by Pamela Beltran Tonsa (pamela.tonsa@fgv.br) on 2017-03-21T17:17:07Z (GMT) No. of bitstreams: 1 Manoela_Dissertação.pdf: 1812808 bytes, checksum: c5237fd3e360f7c33edd0f82fc1e73be (MD5) / Made available in DSpace on 2017-03-22T12:14:18Z (GMT). No. of bitstreams: 1 Manoela_Dissertação.pdf: 1812808 bytes, checksum: c5237fd3e360f7c33edd0f82fc1e73be (MD5) Previous issue date: 2017-02-24 / The main objective of this study was to investigate the effect of perception of pressure to buy in the perception of consumer justice in direct sales. In addition, it also sought an approximation/friendship between salespeople and consumers influencing the perceived pressure effect on consumer perception of justice, as well as whether emotions (positive versus negative) mediate a relationship between a perception of justice and behavior (intent of repurchase and word-of-mouth) from salespeople. A quantitative study was carried out through a survey of 411 direct selling custom ers, and the data were analyzed by structural equation modeling (SEM). The results showed that consumers do not feel pressured by resellers, so a perception of fairness perceived by consumers has been high and has led them to the intentions of positive repurchase and buzz behavior in relation to the salespeople. Proximity/friendship between consumers and salespeople increased a perception of consumer justice, and only as positive emotions did they partially mediate a perception of fairness and consumer behavior. / Este estudo teve como objetivo principal investigar o efeito da percepção de pressão para comprar na percepção de justiça do consumidor, na venda direta. Além disso, também buscou compreender se a proximidade/amizade entre revendedores e consumidores influencia o efeito da percepção de pressão na percepção de justiça do consumidor, bem como se as emoções (positivas vs. negativas) mediam a relação entre a percepção de justiça e o comportamento (intenção de recompra e boca-a-boca) dos consumidores em relação aos revendedores. Foi realizado um estudo quantitativo mediante levantamento de dados (survey) com 411 consumidores de venda direta, e os dados foram analisados pela modelagem de equações estruturais (MEE). Os resultados mostraram que os consumidores não se sentem pressionados pelos revendedores, portanto a percepção de justiça percebida pelos consumidores foi alta e os levou a intenções de comportamentos de recompra e boca-a-boca positivos em relação ao revendedor. A proximidade/amizade entre consumidores e revendedores aumentou a percepção de justiça do consumidor, e apenas as emoções positivas mediaram parcialmente a relação entre a percepção de justiça e o comportamento do consumidor.