Does service recovery matter? Relationships among perceived recovery justice, recovery satisfaction and customer affection and repurchase intentions: the moderating role of gender

Purpose: The purpose of this study/paper is first to determine the impact of perceived recovery justice (PRJ) (as a second-order construct) on recovery satisfaction and repurchase intentions; secondly, to investigate the mediating impact of customer affection and recovery satisfaction (on the relati...

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Main Authors: Ali, M.A., Ting, D.H., Isha, A.S.N., Ahmad-Ur-Rehman, M., Ali, S.
Format: Article
Institution: Universiti Teknologi Petronas
Record Id / ISBN-0: utp-eprints.33259 /
Published: Emerald Group Holdings Ltd. 2022
Online Access: https://www.scopus.com/inward/record.uri?eid=2-s2.0-85128242720&doi=10.1108%2fJABS-02-2021-0060&partnerID=40&md5=b2e0324f99dd0ab0572c4bd9215938c0
http://eprints.utp.edu.my/33259/
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spelling utp-eprints.332592022-07-06T08:28:20Z Does service recovery matter? Relationships among perceived recovery justice, recovery satisfaction and customer affection and repurchase intentions: the moderating role of gender Ali, M.A. Ting, D.H. Isha, A.S.N. Ahmad-Ur-Rehman, M. Ali, S. Purpose: The purpose of this study/paper is first to determine the impact of perceived recovery justice (PRJ) (as a second-order construct) on recovery satisfaction and repurchase intentions; secondly, to investigate the mediating impact of customer affection and recovery satisfaction (on the relationship between PRJ and repurchase intentions and satisfaction and repurchase intentions, respectively); and thirdly, to examine the moderating effect of gender on the relationships between PRJ�recovery satisfaction�repurchase intentions. Design/methodology/approach: The authors used a self-administrated survey technique for data collection. Afterwards, partial least square structural equation modelling was used to evaluate the data from 300 respondents (the automotive insurance industry in Punjab, Pakistan). Findings: The findings show that PRJ, recovery satisfaction and customer affection positively predict repurchase intentions. PRJ also indirectly predicts repurchase intentions through the mediating effect of recovery satisfaction. Gender has a contingent effect on the PRJ�customer satisfaction�repurchase intentions relationship, such that the effect is higher for females than males. These findings have important theoretical and practical implications. To counter service failure, this study helps to draft effective strategies and policies for the insurance industry to make customers loyal patrons. Practical implications: These findings have important theoretical and practical implications. To counter service failure, this study helps to draft effective strategies and policies for the insurance industry to make customers loyal patrons. Originality/value: This study also tested a novel relationship, in that the authors used customer affection as a mediating factor between the satisfaction and repurchase intentions relationship. Moreover, the authors also tested the moderating role of gender in PRJ�recovery satisfaction�repurchase intentions associations. © 2022, Emerald Publishing Limited. Emerald Group Holdings Ltd. 2022 Article NonPeerReviewed https://www.scopus.com/inward/record.uri?eid=2-s2.0-85128242720&doi=10.1108%2fJABS-02-2021-0060&partnerID=40&md5=b2e0324f99dd0ab0572c4bd9215938c0 Ali, M.A. and Ting, D.H. and Isha, A.S.N. and Ahmad-Ur-Rehman, M. and Ali, S. (2022) Does service recovery matter? Relationships among perceived recovery justice, recovery satisfaction and customer affection and repurchase intentions: the moderating role of gender. Journal of Asia Business Studies . http://eprints.utp.edu.my/33259/
institution Universiti Teknologi Petronas
collection UTP Institutional Repository
description Purpose: The purpose of this study/paper is first to determine the impact of perceived recovery justice (PRJ) (as a second-order construct) on recovery satisfaction and repurchase intentions; secondly, to investigate the mediating impact of customer affection and recovery satisfaction (on the relationship between PRJ and repurchase intentions and satisfaction and repurchase intentions, respectively); and thirdly, to examine the moderating effect of gender on the relationships between PRJ�recovery satisfaction�repurchase intentions. Design/methodology/approach: The authors used a self-administrated survey technique for data collection. Afterwards, partial least square structural equation modelling was used to evaluate the data from 300 respondents (the automotive insurance industry in Punjab, Pakistan). Findings: The findings show that PRJ, recovery satisfaction and customer affection positively predict repurchase intentions. PRJ also indirectly predicts repurchase intentions through the mediating effect of recovery satisfaction. Gender has a contingent effect on the PRJ�customer satisfaction�repurchase intentions relationship, such that the effect is higher for females than males. These findings have important theoretical and practical implications. To counter service failure, this study helps to draft effective strategies and policies for the insurance industry to make customers loyal patrons. Practical implications: These findings have important theoretical and practical implications. To counter service failure, this study helps to draft effective strategies and policies for the insurance industry to make customers loyal patrons. Originality/value: This study also tested a novel relationship, in that the authors used customer affection as a mediating factor between the satisfaction and repurchase intentions relationship. Moreover, the authors also tested the moderating role of gender in PRJ�recovery satisfaction�repurchase intentions associations. © 2022, Emerald Publishing Limited.
format Article
author Ali, M.A.
Ting, D.H.
Isha, A.S.N.
Ahmad-Ur-Rehman, M.
Ali, S.
spellingShingle Ali, M.A.
Ting, D.H.
Isha, A.S.N.
Ahmad-Ur-Rehman, M.
Ali, S.
Does service recovery matter? Relationships among perceived recovery justice, recovery satisfaction and customer affection and repurchase intentions: the moderating role of gender
author_sort Ali, M.A.
title Does service recovery matter? Relationships among perceived recovery justice, recovery satisfaction and customer affection and repurchase intentions: the moderating role of gender
title_short Does service recovery matter? Relationships among perceived recovery justice, recovery satisfaction and customer affection and repurchase intentions: the moderating role of gender
title_full Does service recovery matter? Relationships among perceived recovery justice, recovery satisfaction and customer affection and repurchase intentions: the moderating role of gender
title_fullStr Does service recovery matter? Relationships among perceived recovery justice, recovery satisfaction and customer affection and repurchase intentions: the moderating role of gender
title_full_unstemmed Does service recovery matter? Relationships among perceived recovery justice, recovery satisfaction and customer affection and repurchase intentions: the moderating role of gender
title_sort does service recovery matter? relationships among perceived recovery justice, recovery satisfaction and customer affection and repurchase intentions: the moderating role of gender
publisher Emerald Group Holdings Ltd.
publishDate 2022
url https://www.scopus.com/inward/record.uri?eid=2-s2.0-85128242720&doi=10.1108%2fJABS-02-2021-0060&partnerID=40&md5=b2e0324f99dd0ab0572c4bd9215938c0
http://eprints.utp.edu.my/33259/
_version_ 1741197826227961856
score 11.62408

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