The Effect of Service Recovery on Customers’ Secondary Satisfaction in Banking Industry by Considering the Roles of Emotions

Journal of System Management

مقاله 3، دوره 5، شماره 3، مهر 2019، صفحه 49-68   

نوع مقاله: Research Paper

نویسندگان

Wala Mirani¹؛ Kambiz Heydarzadeh^{* 1}؛ Mohammad Bemani Moghadam²

¹Department of Business management, Science and Research Branch,Islamic Azad University, Tehran, Iran

²Department of Statistics, Faculty of Mathematical Sciences and Computer, Allameh Tabataba'i University, Tehran, Iran

چکیده

In recent years, a significant factor for success of service industry is the rate of meeting customers’ expectation and after service recovery satisfaction especially in banking system. The aim of this study is to fill the existing gaps in the marketing literature by providing a comprehensive model to examine the impacts of perceived justice on secondary satisfaction through the mediating role of positive and negative emotions. Further, this study is an attempt to explore the factors which have effects on post recovery satisfaction based on the perceived justice theory in Iranian banking system. The total numbers of respondents were 384 customers of bank who had experienced at least one time service failure. The hypotheses of this research were tested and analyzed by structural equation modeling and LISREL and PLS software. The findings suggest that the increase of distributive justice, procedural justice and interactional justice enhances post-recovery satisfaction as well as increases positive emotions and decreases negative ones. In addition, as well as positive emotions raises, the secondary satisfaction will grow while increase of negative emotions will result in reduction of secondary satisfaction.

کلیدواژه‌ها

Service Failure؛ Service Recovery؛ Perceived Justice؛ Customers’ Secondary Satisfaction

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