ScholarWorks@동국대학교

초록

The consequences of perceived justice are dynamic. The way in which perceived justice is evolutionarily dynamic in customers’ emotional states and loyalty intentions remains unclear, particularly in studies distinguishing between initial and final recovery phases. Using two time-lag intervals targeting the same respondents, our findings show that perceived justice–recovery satisfaction increases over time; however, the other two direct linkages, perceived justice–customer forgiveness and perceived justice–loyalty intentions, remain unchanged. Interestingly, the recovery satisfaction–loyalty intention linkage is stable, whereas the customer forgiveness–loyalty intention linkage decreases incrementally. Additionally, only the carryover effect of perceived justice is significant, but the other three carryover effects do not exist. Our results suggest that from the initial to the final recovery stage, managers must redesign their overall recovery strategy based on customer responses and behaviors. © 2023 The Author(s). Published by Informa UK Limited, trading as Taylor & Francis Group.

키워드