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- Hui Liao.
- Department of Human Resource Management, School of Management and Labor Relations, Rutgers University, The State University of New Jersey, Piscataway, NJ 08854, USA. huiliao@smlr.rutgers.edu
- J Appl Psychol. 2007 Mar 1; 92 (2): 475-89.
AbstractIntegrating justice and customer service literatures, this research examines the role of customer service employees' behaviors of handling customer complaints, or service recovery performance (SRP), in conveying a just image of service organizations and achieving desirable customer outcomes. Results from a field study and a laboratory study demonstrate that the dimensions of SRP--making an apology, problem solving, being courteous, and prompt handling--positively influenced customer satisfaction and then customer repurchase intent through the mediation of customer-perceived justice. In addition, service failure severity and repeated failures reduced the positive impact of some dimensions of SRP on customer satisfaction, and customer-perceived justice again mediated these moderated effects.(c) 2007 APA, all rights reserved.
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