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http://dx.doi.org/10.5392/JKCA.2011.11.5.413

Structural Relations among Perceived Justice of Service Recovery, Customer's Emotion and Satisfaction : Focusing on Airline Complaint Customers  

Ko, Seon-Hee (경기대 관광경영)
Park, Eun-Suk (경기대 관광경영)
Lee, Hyang-Jung (백석문화대학)
Publication Information
The Journal of the Korea Contents Association / v.11, no.5, 2011 , pp. 413-423 More about this Journal
Abstract
The objective of this study was to explain structural relations among perceived justice of service recovery, customer's emotion and satisfaction in the airline service sector. For this purpose, using a sample of 272 airline service customers who experienced complaints with airline service, we investigate the effects of the dimensions of perceived justice on the emotions triggered by service recovery. In this study, 4 hypotheses based on literature reviews were employed. The data and hypotheses were examined using Structural Equation Modeling(SEM) by AMOS. The main findings are as follows. Firstly, procedural justice has an effect on both positive and negative emotions. Secondly, both interaction justice and distributive justice have effects on positive emotion but not on negative emotion. Lastly, only positive emotion has influence on recovery satisfaction.
Keywords
Perceived Justice; Emotion; Satisfaction;
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