Effects of Service Recovery Justice on the Post-recovery Satisfaction and Loyalty: Focused on the Family Restaurant

Abstract

This research empirically analyzes the effects of service recovery justice on the post-recovery satisfaction and loyalty based on the service recovery paradox in the family restaurant. To achieve this purpose, we employ a field survey of family restaurant customers who experienced service failures and conduct an empirical method utilizing evidence from 264 respondents. The findings present that distributive, interactional, and procedural justices have a significant influence on the post-recovery satisfaction, which positively affects on the loyalty. These results emphasize the service encounter management to establish a positive service recognition for the customer who experienced a service recovery. Furthermore, this study provides implications for managers and practitioners to maintain and improve the customer relationship through the service recovery efforts considering all justices even if there is a service failure in the family Received (January 18, 2016), Review Result (February 1, 2016) Accepted (February 10, 2016), Published (March 31, 2016) 440-746 First Author, Dept. Management of Technology, Sungkyunkwan Univ., Suwon, Korea email: ihyoon@skku.edu 35349 Corresponding Author, Dept. Business Administration, Mokwon Univ., Daejeon, Korea email: cjung@mokwon.ac.kr Effects of Service Recovery Justice on the Post-recovery Satisfaction and Loyalty: Focused on the Family Restaurant Copyright c 2016 HSST 424 restaurant.