Abstract

The aims of this time-lagged study are twofold, first to identify the effect of perceived justice (as a second-order construct) on recovery satisfaction and customer affection; secondly, to investigate the effect of customer affection and recovery satisfaction on customer’s re-patronage intentions. Data from 300 respondents (car insurance in Punjab, Pakistan) were analyzed using Structural Equation Modelling (PLS-SEM). The findings indicate that perceived service recovery justice (PSRJ) significantly predicts recovery satisfaction, customer affection and re-patronage intentions, and customer re-patronage intentions can be engendered through customer justice perception, positive appraisal of recovery satisfaction and customer affection. Recovery satisfaction and customer affection also indirectly explain the effect of PSRJ on re-patronage intentions (sequential mediation). Such findings have implications to theory and practice as it proposes and tested a new link between recovery satisfaction and customer affection. This research contributes to practice by providing strategies for effective service recovery and ultimately generates re-patronage intentions.

摘要

这项滞后研究的目的是双重的，首先确定感知公正（作为二阶结构）对恢复满意度和客户情感的影响；其次，考察顾客喜爱度和恢复满意度对顾客再惠顾意愿的影响。使用结构方程模型 (PLS-SEM) 分析了 300 名受访者（巴基斯坦旁遮普的汽车保险）的数据。研究结果表明，感知服务恢复公正（PSRJ）显着预测恢复满意度、客户喜爱和再惠顾意愿，而客户再惠顾意愿可以通过客户公正感知、恢复满意度的积极评价和客户感情产生。恢复满意度和客户情感也间接解释了 PSRJ 对再赞助意愿的影响（顺序中介）。这些发现对理论和实践都有影响，因为它提出并测试了恢复满意度和客户喜爱之间的新联系。这项研究通过提供有效的服务恢复策略来促进实践，并最终产生再惠顾的意图。