An equity theory‐based contingency framework is presented to further our understanding of customer evaluations of the service failure/recovery process. Six contingencies are presented that are proposed to influence the relative importance of interactional and distributive justice on consumer‐based service recovery evaluations. The six contingencies include: depth of the relationship, proximity of the relationship, duration of the encounter, degree of customization, switching costs, and the criticality of consumption. Relevant research propositions are developed and discussed.
Hoffman, K.D. and Kelley, S.W. (2000), "Perceived justice needs and recovery evaluation: a contingency approach", European Journal of Marketing, Vol. 34 No. 3/4, pp. 418-433. https://doi.org/10.1108/03090560010311939
MCB UP Ltd
Copyright © 2000, MCB UP Limited