User Behaviors, Engagement, and Consequences
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Paper Number
1965
Paper Type
Completed
Description
Based on asymmetric effect, this study attempts to classify distributive, procedural, and interactional justices in an online service failure recovery into different types and explore their interaction styles. The sufficiency of justice is first evaluated with the level of disconfirmation. Justices were then classified into different types based on whether the variable is significantly associated with satisfaction under negative and positive disconfirmation conditions. The interaction effect is determined by regressing the perceived justice with satisfaction under different levels of disconfirmation of another justice. The results show that distributive justice is a satisfier, procedural justice is a dissatisfier, and interactional justice is a delighter. While interaction justice is complement by distributive and procedural justice, the latter two are substitutes.
Recommended Citation
Hsu, Jack; Chiu, Chao-Min; Cheng, Kuang-Ting; and Hu, Paul Jen-Hwa, "Understanding the Impact of Service Failure and Recovery Justice on Consumers’ Satisfaction and Repurchase Intention" (2021). ICIS 2021 Proceedings. 14.
https://aisel.aisnet.org/icis2021/user_behaivors/user_behaivors/14
Understanding the Impact of Service Failure and Recovery Justice on Consumers’ Satisfaction and Repurchase Intention
Based on asymmetric effect, this study attempts to classify distributive, procedural, and interactional justices in an online service failure recovery into different types and explore their interaction styles. The sufficiency of justice is first evaluated with the level of disconfirmation. Justices were then classified into different types based on whether the variable is significantly associated with satisfaction under negative and positive disconfirmation conditions. The interaction effect is determined by regressing the perceived justice with satisfaction under different levels of disconfirmation of another justice. The results show that distributive justice is a satisfier, procedural justice is a dissatisfier, and interactional justice is a delighter. While interaction justice is complement by distributive and procedural justice, the latter two are substitutes.
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