The effect of online customer perceived justice on post-recovery satisfaction

Halim, Rizal Edy and Kussusanti, Susanti (2018) The effect of online customer perceived justice on post-recovery satisfaction. Proceedings of the 14th International Conference on Applied Business and Economics, 14. pp. 158-166. ISSN 2623-3525

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In the service recovery process, companies are needed to provide reasonable, timely and clear information to the customer. Unfortunately, this comes with limitations that usually are caused by the used online communication channels, that makes the effort of building relationships with online customer become more and more difficult. There has not been much research that includes informational justice as a dimension of justice theory, in order to explain service recovery on online transactions. This study will begin with exploring online customer perceptions of interactional and informational justice, then looking at its effect on post recovery satisfaction. Structural Equation Modeling (SEM) will be used as the quantitative research methods. This research is expected to contribute to marketing science, especially on service recovery and justice theory in online transactions. In order to generate post-recovery satisfaction, practical contributions are given in terms of a good service recovery strategy

Item Type: Article
Additional Information: Turnitin's similarity index result was checked based on rules stated in "Pedoman Operasional Penilaian Angka Kredit Kenaikan Jabatan Akademik/Pangkat Dosen" ( pp. 23-25
Uncontrolled Keywords: interactional justice, informational justice, post-recovery satisfaction
Subjects: 300 Social sciences > 330 Economics
600 Applied sciences & technology > 650 Management & public relations > 658 General Management
Divisions: Universitas Al-Azhar Indonesia (UAI) > Fakultas Ilmu Sosial dan Ilmu Politik (FISIP) > Ilmu Komunikasi
Depositing User: Rifda Jilan
Date Deposited: 27 Jul 2021 14:30
Last Modified: 05 Sep 2021 06:19

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