Abstract
This study aimed to determine the effect of perceptions of distributive, procedural and interactional justice on post-service recovery satisfaction and post-service recovery satisfaction effect on the intention to revisit and WOM recommendations of foreign tourists to Bali. The respondents of this study were foreign tourists who visited Bali and ever experienced complaint. The number of eligible samples was 100 respondents. The questionnaire was given to tourists visiting tourist attractions of Tanah Lot, Kintamani and Besakih. Data were analyzed using multivariate statistical analysis, namely structural equation modeling (SEM). The results of this study indicated that the perception of distributive justice, procedural and interactional had a positive and significant effect on the post-service recovery satisfaction of foreign tourists who visited Bali. The study also found a positive and significant effect of post-service recovery satisfaction on the intention to revisit and the intention of recommending positive WOM of foreign tourists who visited Bali.
Highlights
BackgroundVarious attempts were made by service providers to maintain and increase repeat visits of tourists to a tourist destination, such as improving the quality of service so that customers become satisfied
The perception of distributive justice has a positive and significant effect on the postservice recovery satisfaction. This means that the higher the perceptions of distributive justice, the post-recovery satisfaction service will be higher and vice versa; the perception of procedural justice has a positive and significant effect on the post-service recovery satisfaction
This indicates that the higher the perception of procedural fairness, the post-service recovery satisfaction will be higher and vice versa; The perception of interactional justice has a positive and significant effect on the postservic recovery satisfaction
Summary
BackgroundVarious attempts were made by service providers to maintain and increase repeat visits of tourists to a tourist destination, such as improving the quality of service so that customers become satisfied. Makens (2002) state that customer expectations are based on previous purchasing experience, even the opinion of friends and the promise of service providers. Expectation-disconfirmation model developed by Oliver (1980) is a concept that is used as a reference in the literature of marketing and manufacturing services to evaluate consumer behavior. It is http://ojs.unud.ac.id/index.php/eot e-ISSN: 2407-392X. p-ISSN: 2541-0857
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