Purpose

The purpose of this study/paper is first to determine the impact of perceived recovery justice (PRJ) (as a second-order construct) on recovery satisfaction and repurchase intentions; secondly, to investigate the mediating impact of customer affection and recovery satisfaction (on the relationship between PRJ and repurchase intentions and satisfaction and repurchase intentions, respectively); and thirdly, to examine the moderating effect of gender on the relationships between PRJ–recovery satisfaction–repurchase intentions.

Design/methodology/approach

The authors used a self-administrated survey technique for data collection. Afterwards, partial least square structural equation modelling was used to evaluate the data from 300 respondents (the automotive insurance industry in Punjab, Pakistan).

Findings

The findings show that PRJ, recovery satisfaction and customer affection positively predict repurchase intentions. PRJ also indirectly predicts repurchase intentions through the mediating effect of recovery satisfaction. Gender has a contingent effect on the PRJ–customer satisfaction–repurchase intentions relationship, such that the effect is higher for females than males. These findings have important theoretical and practical implications. To counter service failure, this study helps to draft effective strategies and policies for the insurance industry to make customers loyal patrons.

Practical implications

These findings have important theoretical and practical implications. To counter service failure, this study helps to draft effective strategies and policies for the insurance industry to make customers loyal patrons.

Originality/value

This study also tested a novel relationship, in that the authors used customer affection as a mediating factor between the satisfaction and repurchase intentions relationship. Moreover, the authors also tested the moderating role of gender in PRJ–recovery satisfaction–repurchase intentions associations.

中文翻译：

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服务补救重要吗？感知恢复公平、恢复满意度与顾客情感和再购买意愿之间的关系：性别的调节作用

目的

本研究/论文的目的首先是确定感知恢复正义 (PRJ)（作为二阶结构）对恢复满意度和回购意向的影响；其次，调查顾客情感和恢复满意度的中介影响（分别在 PRJ 和回购意愿以及满意度和回购意愿之间的关系上）；第三，检验性别对 PRJ-恢复满意度-再购买意愿之间关系的调节作用。

设计/方法/途径

作者使用了一种自我管理的调查技术来收集数据。之后，偏最小二乘结构方程模型用于评估来自 300 名受访者（巴基斯坦旁遮普邦的汽车保险业）的数据。

发现

研究结果表明，PRJ、恢复满意度和客户情感积极预测再购买意向。PRJ 还通过回收满意度的中介作用间接预测复购意愿。性别对 PRJ-顾客满意度-回购意向关系有偶然影响，女性的影响高于男性。这些发现具有重要的理论和实践意义。为了应对服务失败，这项研究有助于为保险业起草有效的战略和政策，使客户成为忠实的顾客。

实际影响

这些发现具有重要的理论和实践意义。为了应对服务失败，这项研究有助于为保险业起草有效的战略和政策，使客户成为忠实的顾客。

原创性/价值

这项研究还测试了一种新的关系，因为作者使用客户情感作为满意度和回购意向关系之间的中介因素。此外，作者还测试了性别在 PRJ-恢复满意度-回购意向关联中的调节作用。