Exploring customer loyalty following service recovery

Exploring customer loyalty following service recovery

George Oppong Appiagyei Ampong, Aidatu Abubakari, Majeed Mohammed, Esther Theresa Appaw-Agbola, John Agyekum Addae, Kwame Simpe Ofori

Purpose The study sought to assess the nexus between components of perceived justice and satisfaction, trust and loyalty with service recovery. Design/methodology/approach Survey data were gathered from a sample of 300 clients from 8 midscale hotels in Ghana. Partial least squares structural equation modeling was used to test the hypothesized relationships. Findings Perceived distributive justice has no effect on customer satisfaction with service recovery. Interactional justice had the greatest effect on customer satisfaction with service recovery. No significant relationship was found between procedural justice and trust. Also, trust had a significant effect on loyalty post-service recovery. Research limitations/implications Empirical data were taken from one service industry; thus, it is reflective of only that service industry, generalizations should be mindful of our context bounded results. Practical implications …

Emerald Group Holdings Ltd.

2021

https://scholar.google.com/citations?view_op=view_citation&hl=en&user=NogL9W0AAAAJ&cstart=20&pagesize=80&citation_for_view=NogL9W0AAAAJ:4DMP91E08xMC

English