... of service justice and, consequently, how they influence revisit intentions in technology-embedded restaurants. Design/methodology/approach This research conducts a 2×2 between-subjects scenario-based experimental design and self-report questionnaire survey. Findings The results reveal that service...

...@ou.edu.vn 07 07 2023 22 10 2023 25 01 2024 29 04 2024 30 04 2024 © Emerald Publishing Limited 2024 Emerald Publishing Limited Licensed re-use rights only Negative customer engagement Consumer engagement Disengagement Expectancy disconfirmation Justice...

... – and SDG16 – peace, justice and strong institutions – are often based. The authors critically review extant literature aimed at these goals and present constructive pathways for transformative social change to foster fair and sustainable living for all. Findings The authors find that the United Nations...

... of either the allowable quantity or assortment variety and examine effects on consumer perceptions of justice and satisfaction. Design/methodology/approach Three experiments are reported, including one manipulating the service design of an actual food pantry. Findings When consumers have low...

... behavior triggered daily anger and daily anxiety, which, in turn, led to daily sabotage and shrunken daily service delivery, respectively. Procedural justice weakened the jaycustomer behavior – anger relationship but did not buffer the relationship between jaycustomer behavior and anxiety. The indirect...

... incorporates justice theory, expectancy disconfirmation theory and psychology literature to propose determinants of negative customer engagement behaviours. Findings A conceptual framework is developed that proposes customer perceived justice and negative disconfirmation as determinants of negative...

... aims to propose a conceptual framework that investigates how co-creation in the failed service delivery (coproduction intensity) and co-creation in the service recovery affect customers’ evaluation of the firm’s competence, justice and ethicalness, and ultimately their willingness to co-create...

... and referential accounts but only when the explanations were perceived to be of high (vs low) quality. Specific types of attributions and forms of justice were shown to mediate the effects of three of the explanation types. Practical implications The study shows that customer evaluations following service...

...William Nance; Darin White Purpose The purpose of this study is to examine how service performance and procedural justice are related and how this relationship is moderated by family life cycle (FLC) and culture. While it has long been assumed that customer perceptions of fair treatment by service...

...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...

..., justice, and trust) in four industries (retail, airlines, hotels, and financial services) were then examined through the use of a survey. Findings Results show that different needs are indeed more important in one type of service than another. Results also reveal that women have a higher level...

...Steve Baron; Kim Harris; Dominic Elliott; Klaus Schoefer; Christine Ennew Purpose Emotional responses to complaint experiences have received limited research interest. The current paper seeks to address this gap by considering the role of perceived justice in the elicitation of differential...

... only main effects were found for distributive justice. Finally, the findings suggest that the four facets of justice (distributive, procedural, interactive, and informational) are highly linked to post‐recovery satisfaction. Research limitations/implications Several limitations regarding...

...Jae‐Young Kim; Junyean Moon; Dongchul Han; Surinder Tikoo This study examines the relationships among distributive justice, procedural justice, and employee willingness to engage in customer‐oriented behavior. Data collected from 328 employees at eight general hospitals in Korea show...

...Seungoog Weun; Sharon E. Beatty; Michael A. Jones Previous research has found that interactional justice and distributive justice are critical factors influencing customer satisfaction after a service recovery. In addition, previous service recovery research has found that satisfaction...