Creating brand evangelists through service recovery: Evidence from the restaurant industry

The present study examines the relationship between service recovery and brand evangelism. Service recovery is represented by three dimensions namely distributive justice, procedural justice, and interactional justice. These three dimensions of service recovery were derived from the integration of j...

Full description

Bibliographic Details
Published in:Advanced Science Letters
Main Author: Rashid M.H.A.; Ahmad F.S.; Hasanordin R.
Format: Article
Language:English
Published: American Scientific Publishers 2017
Online Access:https://www.scopus.com/inward/record.uri?eid=2-s2.0-85021098119&doi=10.1166%2fasl.2017.7584&partnerID=40&md5=fe90d46d9d23b8dcb4442b2cb09a8e71
id 2-s2.0-85021098119
spelling 2-s2.0-85021098119
Rashid M.H.A.; Ahmad F.S.; Hasanordin R.
Creating brand evangelists through service recovery: Evidence from the restaurant industry
2017
Advanced Science Letters
23
4
10.1166/asl.2017.7584
https://www.scopus.com/inward/record.uri?eid=2-s2.0-85021098119&doi=10.1166%2fasl.2017.7584&partnerID=40&md5=fe90d46d9d23b8dcb4442b2cb09a8e71
The present study examines the relationship between service recovery and brand evangelism. Service recovery is represented by three dimensions namely distributive justice, procedural justice, and interactional justice. These three dimensions of service recovery were derived from the integration of justice theory, social exchange theory, and equity theory. Purposive sampling technique was employed for data collection with a total of 338 questionnaires were usable for data analysis using Analysis of Moment Structures (AMOS) software. The results demonstrate that distributive justice and interactional justice were positively related to brand evangelism. However, the relationship between procedural justice and brand evangelism was not significant. Further discussion on the findings and suggestions for future studies are also offered in this paper. © 2017 American Scientific Publishers All rights reserved.
American Scientific Publishers
19366612
English
Article

author Rashid M.H.A.; Ahmad F.S.; Hasanordin R.
spellingShingle Rashid M.H.A.; Ahmad F.S.; Hasanordin R.
Creating brand evangelists through service recovery: Evidence from the restaurant industry
author_facet Rashid M.H.A.; Ahmad F.S.; Hasanordin R.
author_sort Rashid M.H.A.; Ahmad F.S.; Hasanordin R.
title Creating brand evangelists through service recovery: Evidence from the restaurant industry
title_short Creating brand evangelists through service recovery: Evidence from the restaurant industry
title_full Creating brand evangelists through service recovery: Evidence from the restaurant industry
title_fullStr Creating brand evangelists through service recovery: Evidence from the restaurant industry
title_full_unstemmed Creating brand evangelists through service recovery: Evidence from the restaurant industry
title_sort Creating brand evangelists through service recovery: Evidence from the restaurant industry
publishDate 2017
container_title Advanced Science Letters
container_volume 23
container_issue 4
doi_str_mv 10.1166/asl.2017.7584
url https://www.scopus.com/inward/record.uri?eid=2-s2.0-85021098119&doi=10.1166%2fasl.2017.7584&partnerID=40&md5=fe90d46d9d23b8dcb4442b2cb09a8e71
description The present study examines the relationship between service recovery and brand evangelism. Service recovery is represented by three dimensions namely distributive justice, procedural justice, and interactional justice. These three dimensions of service recovery were derived from the integration of justice theory, social exchange theory, and equity theory. Purposive sampling technique was employed for data collection with a total of 338 questionnaires were usable for data analysis using Analysis of Moment Structures (AMOS) software. The results demonstrate that distributive justice and interactional justice were positively related to brand evangelism. However, the relationship between procedural justice and brand evangelism was not significant. Further discussion on the findings and suggestions for future studies are also offered in this paper. © 2017 American Scientific Publishers All rights reserved.
publisher American Scientific Publishers
issn 19366612
language English
format Article
accesstype
record_format scopus
collection Scopus
_version_ 1820775473202855936