Paper Title
The Effectiveness of Compensation for Service Recovery:Roles of Perceived Equity and Relationship Level
Start Date
7-1-2011 8:00 AM
End Date
7-1-2011 9:15 AM
Track
1. Track 1 – Formal Paper Presentation
Subject Area
Food Service
Faculty Member
Jang, SooCheong (Shawn) jang12@purdue.edu
Abstract
This present study examined the different equity perceptions depending on consumer-organization relationships. More specifically, this study examined the mediating role of equity perceptions in the relationships between compensation and consumer’s future behavioral intentions. Furthermore, the moderating effects of consumer’s relationship level on perceived equity as well as behavioral intentions were examined.
Keywords
Service failure, recovery efforts, perceived equity, relationship level
The Effectiveness of Compensation for Service Recovery:Roles of Perceived Equity and Relationship Level
This present study examined the different equity perceptions depending on consumer-organization relationships. More specifically, this study examined the mediating role of equity perceptions in the relationships between compensation and consumer’s future behavioral intentions. Furthermore, the moderating effects of consumer’s relationship level on perceived equity as well as behavioral intentions were examined.