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Perceived justice needs and recovery evaluation: a contingency approach

K. Douglas Hoffman (Department of Marketing, Colorado State University, Fort Collins, USA,)
Scott W. Kelley (Department of Marketing, University of Kentucky, Lexington, USA)

European Journal of Marketing

ISSN: 0309-0566

Article publication date: 1 April 2000

Abstract

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.

Keywords

Citation

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

Publisher

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MCB UP Ltd

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