The effects of perceived justice on service recovery and customers trust in domestic airline companies

پژوهش نامه مدیریت تحول

مقاله 9، دوره 2، شماره 3، آذر 1389، صفحه 179-202   

نوع مقاله: مقالات

شناسه دیجیتال (DOI): 10.22067/pmt.v2i3.4263

نویسنده

کاظمی کاظمی^*

چکیده

The effects of perceived justice on service recovery and customers trust in domestic airline companies


Mahdi Kazemi
Assistant professor, Sistan & Baluchestan University
Yahya Barid Nazif
M.A of Sistan & Baluchestan University

Abstract
Failures and consequent complaints that are inevitable whenever any service is provided, requires a well known logical regulations to handle the customers' complaints. The purpose of the present study is to investigate the effect of the perceived justice of the airline customers in the process of resolving their complaints, on their favorites and also the consequent trust in the respective company. To this end, 273 questionnaires were distributed among the passengers of Mashhad's Shahid Hasheminejad International Airport, who had faced at least one service failure in the recent last two years and had complained to the respective company. Structural Equation Modeling approach was applied to process and analyze research data. The results have confirmed the effect of all aspects of justice on the extent to which the costumers feel satisfied by the service recovery. It was shown that the interactional justice leads to the maximum recovery satisfaction and procedural and distributive justices stand after it. Also the effect of the costumers' satisfaction of the service recovery on their trust has been confirmed.

Key words: Service recovery, Distributive justice, Procedural justice, Interactional justice, Trust