The Perception Justice Effect, Recovery Disconfirmation, And Recovery Satisfaction on Positive Word of Mouth Behavior After Failure Delivery Over Fast Food Restaurant Service

Sri Rahayu Ningsih, Rhian Indradewa, Tantri Yanuar Rahmat Syah, Diana Fajarwati

Abstract


This study aims to analyse the effect of perception of justice, recovery disconfirmation, recovery satisfaction in positive word of mouth behaviour after failure delivery over fast food restaurants service. Fast food restaurant customers were chosen as the object of the current study, the products by fast food restaurant have specialties taste. The products by this restaurant have won customers’ trust which is known as a high-quality brand. In this study, the analytical model by using Structural Equation Modelling and SPSS 25 Program was proposed to process the data. The results show failure service fast food restaurant on perception effect of customer justice on PWOM through mediators such as recovery disconfirmation, inconsistency between expectations for recovery satisfaction and positive word of mouth. Post-recovery satisfaction by forming a bond between the customer and the service provider. The addressing service failures successfully is essential to a reputation for delivering a quality service and allows industry practitioners to maintain strong relationships with customers and, subsequently, earn the greater market share enjoyed by high-quality organizations with reliability test 0.971. Here, the findings suggest that quality professional service should aim to maximize the influence of fast-food restaurant customers’ perception of justice on their post-complaint behaviour through the development of dual mediators: recovery disconfirmation and recovery satisfaction. Thus, can help quality professionals influence restaurant customers’ post-complaint behaviour in a positive way.

Keywords


Perception of Justice, Recovery Disconfirmation, Recovery Satisfaction, Positive Word of Mouth.

Full Text:

PDF

References


Mensah, I. & Mensah, R.D. (2018). Effects of Service Quality and Customer Satisfaction on Repurchase Intention in Restaurants on University of Cape Coast Campus. Journal of Tourism, Heritage & Services Marketing, ISSN 2529-1947, Vol. 4, Iss. 1,pp. 27-36.

Wen, B., Chi, C. (2013). Examine the Cognitive and Affective Antecedents to Service Recovery Satisfaction: A Field Study of Delayed Airline Passengers. International Journal of Contemporary Hospitality Management 25 (3): 306–27.

P. J. Danaher and J. Mattsson. (1994). “Customer Satisfaction during the Service Delivery Process,” European Journal of Marketing, Vol. 28, No. 5, pp. 5-16.

Bies, R. J. (1987). Beyond "voice": The influence of decision-maker justification and sincerity on procedural fairness judgments. Representative Research in Social Psychology, 17(1), 3–14.

Hazée, Simon & Vaerenbergh, Yves Van & Armirotto, Vincent. (2017). Co-creating service recovery after service failure: The role of brand equity. Journal of Business Research, 101-109.

Knox, George and van Oest, Rutger. (2014). Customer Complaints and Recovery Effectiveness: A Customer Base Approach. Journal of Marketing, Forthcoming,

Smith, A.K., Bolton, R.N. and Wagner, J. (1999). A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery. Journal of Marketing Research, 36, 356-372.

Furby, L. (1986). Psychological Studies of Justice. In: R.C., Cohen, ed.,Justice: Views from the Social Sciences. New York: Plenum.

Tax, S.S., Brown, S.W. and Chandrashekaran, M. (1998). Customer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing. Journal of Marketing, 62, 60-76.

Lind, E. A., & Tyler, T. R. (1988). The social psychology of procedural justice. New York: Plenum.

Oliver, Richard L. (1977). Effect of Expectation and Disconfirmation on Postexposure Product Evaluations: An Alternative Interpretation. Journal of Applied Psychology, 62 (August), 480–6.

Varela-Neira, C., Vázquez-Casielles, R., Iglesias, V. (2010). Explaining customer satisfaction with complaint handling. International Journal of Bank Marketing, 28(2), 88-112.

Oliver, Richard L. (1933). Cognitive, Affective, and Attribute Bases of the Satisfaction Response, Journal of Consumer Research, 20 (December), 418–430.

Chih, W.-H., Wang, K.-Y., Hsu, L.-C., & Huang, S.-C. (2013). Investigating electronic word-of-mouth effects on online discussion forums: The role of perceived positive electronic word-of-mouth review credibility. Cyber Psychology Behavior and Social Networking, 16(9), 658–668.

Fornell, C., Johnson, M., Anderson, E., Cha, J., & Bryant, B. (1996). The American Customer Satisfaction Index: Nature, Purpose, and Findings. Journal of Marketing, 60(4), 7-18.

Maxham, J. G. III, & Netemeyer, R. G. (2002). A Longitudinal Study of Complaining Customers' Evaluations of Multiple Service Failures and Recovery Efforts. Journal of Marketing, 66(4), 57–7.

Migacz, S. J., Zou, S. S., & Petrick, J. F. (2018). The “Terminal” Effects of Service Failure on Airlines: Examining Service Recovery with Justice Theory. Journal of Travel Research, 57(1), 83-98.

Berger, Jonah & Schwartz, Eric. (2011). What Do People Talk About? Drivers of Immediate and Ongoing Word-of-Mouth. 48(5) 869-880.

Singh, Jagdip. (1990). A typology of consumer dissatisfaction response styles. Journal of Retailing. 66. 57-99.

Li‐hua, Y. (2012). Customer satisfaction antecedents within service recovery context: Evidences from “Big 4” banks in China, Nankai Business Review International, Vol. 3 No. 3, pp. 284-301.

Hadi, D. P., & Indradewa, R. (2019). The Service Quality Effect on Corporate Reputation , Customers Satisfaction , and Loyalty, Journal of Multidisciplinary Academic, 03(03), 51-56.

Andreassen TW. (2001). From Disgust to Delight: Do Customers Hold a Grudge? Journal of Service Research. 4(1):39-49.

Joireman, J., Grégoire, Y., Devezer, B., & Tripp, T. M. (2013). When do customers offer firms a “second chance” following a double deviation? The impact of inferred firm motives on customer revenge and reconciliation. Journal of Retailing, 89, 315–337.

Elkhani, N., & Bakri, A. (2012). Review On Expectancy Disconfirmation Theory (EDT) Model In B2C E-Commerce, 2, 1-13.

Davidow, M. (2003). Organizational Responses to Customer Complaints: What Works and What Doesn’t. Journal of Service Research, 5(3), 225–250.

Maignan, I., Ferrell, O.C., & Ferrell, L. (2005). A stakeholder model for implementing social responsibility in marketing. European Journal of Marketing, 39 (9/10), 956-977.

Bobocel, D. R., & Farrell, A. C. (1996). Sex-based promotion decisions and interactional fairness: Investigating the influence of managerial accounts. Journal of Applied Psychology, 81(1), 22–35.

Campbell F, Holmes M, Everson-Hock E, Davis S, Buckley Woods H, Anokye N, et al. (2015). A systematic review and economic evaluation of exercise referral schemes in primary care: A short report. Health Technol Assess;19(60), 1-110.

Conlon, D. E., & Murray, N. M. (1996). Customer perceptions of corporate responses to product complaints: The role of explanations. Academy of Management Journal, 39(4), 1040–1056.

Wang, C.-Y., & Mattila, A. S. (2015). The Impact of Servicescape Cues on Consumer Prepurchase Authenticity Assessment and Patronage Intentions to Ethnic Restaurants. Journal of Hospitality & Tourism Research, 39(3), 346–372.

Santos, Flavio Andrew do Nascimento, Mayer, Verônica Feder, & Marques, Osiris Ricardo Bezerra. (2019). Dynamic pricing and price fairness perceptions: a study of the use of the Uber app in travels. Turismo: Visão e Ação, 21(3), 239-264.

Sparks, B. A., & Bradley, G. L. (2017). A “Triple A” Typology of Responding to Negative Consumer-Generated Online Reviews. Journal of Hospitality & Tourism Research, 41(6), 719–745.

Shih-Chieh Chuang, Yin-Hui Cheng, Chai-Jung Chang & Shun-Wen Yang. (2012). The effect of service failure types and service recovery on customer satisfaction: a mental accounting perspective, The Service Industries Journal, 32:2, 257-271.

Oznur Ozkan Tektas. (2017). Perceived justice and post-recovery satisfaction in banking service failures: Do commitment types matter?, Service Business, Springer;Pan-Pacific Business Association, vol. 11(4), pages 851-870, December.

Gelbrich, K., & Roschk, H. (2011). A Meta-Analysis of Organizational Complaint Handling and Customer Responses. Journal of Service Research, 14(1), 24–43.

De Matos, C. A., Henrique, J. L., & Alberto Vargas Rossi, C. (2007). Service Recovery Paradox: A Meta-Analysis. Journal of Service Research, 10(1), 60–77.


Refbacks

  • There are currently no refbacks.


Creative Commons License
This work is licensed under a Creative Commons Attribution 3.0 License.


Supported by :







Indexed by :