Customer satisfaction towards service recovery – A justice theory perspective.

Abstract

Based on the justice theory, this study investigates the impacts of three justice factors, namely distributive justice, procedural justice and interactional justice, on customer’ satisfaction and positive word-of-mouth. A survey data of 566 diners of restaurants in HCMC was used. The results show that interactional justice and distributive justice have positive impacts on customer satisfaction, which in turn, influences customer’s positive word-of-mouth. Thus, service provider can get customer satisfaction again by focusing on how rather than what to recover the service failure

Keywords

• lý thuyết công bằng
• khắc phục lỗi dịch vụ
• sự hài lòng
• hiệu ứng truyền miệng tích cực
• dịch vụ nhà hàng