The effects of service recovery on post-recovery satisfaction: A pilot study in casual restaurant context

• Published in: Proceedings of the 26th International Business Information Management Association Conference - Innovation Management and Sustainable Economic Competitive Advantage: From Regional Development to Global Growth, IBIMA 2015
• Main Author: Rashid M.H.A.; Ahmad F.Sh.; Hasanordin R.
• Format: Conference paper
• Language: English
• Published: International Business Information Management Association, IBIMA 2015
• Online Access: https://www.scopus.com/inward/record.uri?eid=2-s2.0-84976416448&partnerID=40&md5=a611e8115c415dc6e57af5f4e01ea176

This pilot study investigates the relationships between justice oriented service recovery (distributive justice, procedural justice, and interactional justice) and recovery satisfaction. Questionnaires were distributed to 160 respondents who experienced service failure and recovery in full-service casual restaurant in Malaysia within the past one year. Out of 160 questionnaires, only 114 were usable for further data analysis. The findings of the research reveals a significant relationship between justice oriented service recovery and recovery satisfaction. Interestingly, the impact of procedural justice on post-recovery satisfaction appears to be stronger than distributive justice and interactional justice. The implication and suggestion for future service recovery research are then discussed in this paper.