... perceptions of distributive justice than full compensation, with no significant difference in distributive justice perceptions across cash amounts. Credit‐based overcompensation was perceived as no fairer than full compensation. Perceived distributive justice fully mediates the overcompensation‐NWOM intent...

...Anna S. Mattila Purpose This paper aims to examine the benefits of letting customers choose among compensation methods following a service failure. The author is also interested in the role of gender in influencing satisfaction with the compensation method and post‐recovery emotions. Design...

...Oun‐Joung Park; Xinran Lehto; Jung‐Kun Park Purpose This study attempts to provide insights into three justice dimensions that constitute a negative family travel experience and to examine the differences existing in industry sectors, service failure settings, and compensation types across...

... compensation and apology on perceived fairness in a context of restaurant services. Design/methodology/approach A 2 (choice) × 2 (compensation) × 2 (apology) between‐subjects design was used to test the hypotheses. Subjects were exposed to a written scenario describing a restaurant experience. A total...