The effects of perceived justice in service recovery on firm reputation and repurchase intention in airline industry
The purpose of this study is to assess the influence of perceived justice on repurchase intention and to examine the moderating role of firm reputation in the relationship between perceived justice and repurchase intention. Data were gathered by means of survey from airline passengers who experience...
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| Format: | Article |
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Academic Journals
2011
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| Online Access: | http://shdl.mmu.edu.my/3336/ |
| _version_ | 1848790299550154752 |
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| author | Nikbin, Davoud Jalalkamali, Mohammad Heydari, Alireza Armesh, Hamed |
| author_facet | Nikbin, Davoud Jalalkamali, Mohammad Heydari, Alireza Armesh, Hamed |
| author_sort | Nikbin, Davoud |
| building | MMU Institutional Repository |
| collection | Online Access |
| description | The purpose of this study is to assess the influence of perceived justice on repurchase intention and to examine the moderating role of firm reputation in the relationship between perceived justice and repurchase intention. Data were gathered by means of survey from airline passengers who experienced a service failure and subsequently a service recovery within past one year. The results show the effect of distributive justice on repurchase intention was stronger than procedural and interactional justice. Additionally, hierarchical regression analyses suggested that firm reputation plays a moderating role between perceived justice and repurchase intention in the distributive and interactional justice dimensions. Although, prior research has developed an understanding of the role of firm reputation on behavioral intentions, however, this study additionally examined the role of firm reputation as the moderator in this relationship. Managerial implications of these findings are briefly discussed. |
| first_indexed | 2025-11-14T18:10:25Z |
| format | Article |
| id | mmu-3336 |
| institution | Multimedia University |
| institution_category | Local University |
| last_indexed | 2025-11-14T18:10:25Z |
| publishDate | 2011 |
| publisher | Academic Journals |
| recordtype | eprints |
| repository_type | Digital Repository |
| spelling | mmu-33362016-01-11T08:59:45Z http://shdl.mmu.edu.my/3336/ The effects of perceived justice in service recovery on firm reputation and repurchase intention in airline industry Nikbin, Davoud Jalalkamali, Mohammad Heydari, Alireza Armesh, Hamed HD28-70 Management. Industrial Management The purpose of this study is to assess the influence of perceived justice on repurchase intention and to examine the moderating role of firm reputation in the relationship between perceived justice and repurchase intention. Data were gathered by means of survey from airline passengers who experienced a service failure and subsequently a service recovery within past one year. The results show the effect of distributive justice on repurchase intention was stronger than procedural and interactional justice. Additionally, hierarchical regression analyses suggested that firm reputation plays a moderating role between perceived justice and repurchase intention in the distributive and interactional justice dimensions. Although, prior research has developed an understanding of the role of firm reputation on behavioral intentions, however, this study additionally examined the role of firm reputation as the moderator in this relationship. Managerial implications of these findings are briefly discussed. Academic Journals 2011-10-07 Article PeerReviewed Nikbin, Davoud and Jalalkamali, Mohammad and Heydari, Alireza and Armesh, Hamed (2011) The effects of perceived justice in service recovery on firm reputation and repurchase intention in airline industry. African Journal of Business Management, 5 (23). pp. 9814-9822. ISSN 1993-8233 http://www.academicjournals.org/AJBM 10.5897/AJBM10.1444 10.5897/AJBM10.1444 10.5897/AJBM10.1444 |
| spellingShingle | HD28-70 Management. Industrial Management Nikbin, Davoud Jalalkamali, Mohammad Heydari, Alireza Armesh, Hamed The effects of perceived justice in service recovery on firm reputation and repurchase intention in airline industry |
| title | The effects of perceived justice in service recovery on firm reputation and repurchase intention in airline industry |
| title_full | The effects of perceived justice in service recovery on firm reputation and repurchase intention in airline industry |
| title_fullStr | The effects of perceived justice in service recovery on firm reputation and repurchase intention in airline industry |
| title_full_unstemmed | The effects of perceived justice in service recovery on firm reputation and repurchase intention in airline industry |
| title_short | The effects of perceived justice in service recovery on firm reputation and repurchase intention in airline industry |
| title_sort | effects of perceived justice in service recovery on firm reputation and repurchase intention in airline industry |
| topic | HD28-70 Management. Industrial Management |
| url | http://shdl.mmu.edu.my/3336/ http://shdl.mmu.edu.my/3336/ http://shdl.mmu.edu.my/3336/ |