Perceived justice in service recovery and switching intention: Evidence from Malaysian mobile telecommunication industry

Abstract

Purpose

The purpose of this paper is to examine the relationship between distributive, procedural, interpersonal and informational justices on switching intentions.

Design/methodology/approach

Data were gathered on distributive, procedural, interpersonal, informational justices and switching intentions by means of a survey from prepaid mobile subscribers in Malaysia.

Findings

The results show that the effects of procedural justices on switching intentions were stronger than distributive and informational justices. However, the results did not indicate a significant relationship between interpersonal justice and switching intentions.

Research limitations/implications

The paper examines only one service context; consequently, the results cannot be generalized for other services in the industry.

Practical implications

The results of this study are useful for Malaysian marketing practitioners in the overly saturated and highly competitive mobile telecommunication industry.

Originality/value

Unlike previous studies, the paper incorporates a fourth dimension of justice – informational justice – into the service recovery literature. Although prior studies have investigated the relationship between perceived justice and positive behavioral intentions, there is no specific study currently investigating the relationship between perceived justices and negative outcomes.

Citation

Nikbin, D., Ismail, I., Marimuthu, M. and Armesh, H. (2012), "Perceived justice in service recovery and switching intention: Evidence from Malaysian mobile telecommunication industry", Management Research Review, Vol. 35 No. 3/4, pp. 309-325. https://doi.org/10.1108/01409171211210181