Observatorio de I+D+i UPM

Memorias de investigación
Ponencias en congresos:
Justice, emotions and satisfaction in complaint behavior in services
Año:2014
Áreas de investigación
  • Humanidades y ciencias sociales
Datos
Descripción
This study proposes a marketing approach to service recovery (SR) models in order to help to explain what factors affect cumulative satisfaction, loyalty and word-of-mouth following complaint behavior. The model has its base on the definition of perceived justice and its influence on satisfaction with service recovery (SSR) and on emotions (positive and negative). Trust acts as a central construct in the model, receiving influence from the affective and cognitive aspect and mediating the relationship between SSR and cumulative satisfaction and between positive/negative emotions and loyalty. The sample for this study consists of 303 Spanish B2C-EC users who made a complaint after an electronic transaction. Results from the analysis show the influence of perceived justice ?mainly interactional justice and procedural justice? on SSR, and the relevance of positive emotions as a key factor in SSR processes, in contrast to the major role which negative emotions have traditionally played in these models. Furthermore, trust mediates the relation between SSR and cumulative satisfaction, and is the factor which has a higher influence on loyalty, whilst cumulative satisfaction becomes the more relevant factor affecting WOM.
Internacional
Si
Nombre congreso
23nd International Conference on Management of Technology (IAMOT 2014)
Tipo de participación
960
Lugar del congreso
Washington, D.C. (USA)
Revisores
Si
ISBN o ISSN
1832-3669
DOI
Fecha inicio congreso
22/05/2014
Fecha fin congreso
26/05/2014
Desde la página
622
Hasta la página
639
Título de las actas
Science, Technology and Innovation in the Age of Economic, political and Security Challenges
Esta actividad pertenece a memorias de investigación
Participantes
  • Autor: Alberto Urueña Lopez (UPM)
  • Autor: Antonio Hidalgo Nuchera (UPM)
Grupos de investigación, Departamentos, Centros e Institutos de I+D+i relacionados
  • Creador: Grupo de Investigación: Innovación, Propiedad industrial y Política tecnológica (INNOPRO)
  • Departamento: Ingeniería de Organización, Administración de Empresas y Estadística
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