000133422 001__ 133422
000133422 005__ 20240416133904.0
000133422 0247_ $$2doi$$a10.1108/EJMBE-02-2023-0056
000133422 0248_ $$2sideral$$a138128
000133422 037__ $$aART-2024-138128
000133422 041__ $$aeng
000133422 100__ $$aAguilar-Rojas, Óscar
000133422 245__ $$aThe importance of social comparison in perceived justice during the service recovery process
000133422 260__ $$c2024
000133422 5060_ $$aAccess copy available to the general public$$fUnrestricted
000133422 5203_ $$aPurposeThis study aims to analyse how consumers' perceptions of justice in a service recovery scenario vary, not only due to the company's actions but also due to the comparisons they make with the experiences of other consumers.Design/methodology/approachBased on justice theory, social comparison theory and referent cognitions theory, this study describes an eight-scenario experiment with better or worse interactional, procedural and distributive justice (better/worse interactional justice given to other consumers) × 2 (better/worse procedural justice given to other consumers) × 2 (better/worse distributive justice given to other consumers).FindingsFirst, consumers' perceptions of interactional, procedural and distributive justice vary based on the comparisons they draw with other consumers' experiences. Second, the results confirmed that interactional justice has a moderating effect on procedural justice, whereas procedural justice does not significantly moderate distributive justice.Originality/valueFirst, based on justice theory, social comparison theory and referent cognitions theory, we focus on the influence of the treatment received by other consumers on the consumer's perceived justice in the same service recovery situation. Second, it is proposed that the three justice dimensions follow a defined sequence through the service recovery phases. Third, to the best of the authors' knowledge, this study is the first to propose a multistage model in which some justice dimensions influence other justice dimensions.
000133422 536__ $$9info:eu-repo/grantAgreement/ES/DGA-FSE/LMP51-21$$9info:eu-repo/grantAgreement/ES/DGA/S20-23R$$9info:eu-repo/grantAgreement/ES/MCIU/PID2019-105468RB-I00
000133422 540__ $$9info:eu-repo/semantics/openAccess$$aby$$uhttp://creativecommons.org/licenses/by/3.0/es/
000133422 655_4 $$ainfo:eu-repo/semantics/article$$vinfo:eu-repo/semantics/publishedVersion
000133422 700__ $$0(orcid)0000-0002-2952-0750$$aFandos-Herrera, Carmina$$uUniversidad de Zaragoza
000133422 700__ $$0(orcid)0000-0003-0211-5568$$aPérez-Rueda, Alfredo$$uUniversidad de Zaragoza
000133422 7102_ $$14012$$2650$$aUniversidad de Zaragoza$$bDpto. Direcc.Organiza.Empresas$$cÁrea Organización de Empresas
000133422 7102_ $$14011$$2095$$aUniversidad de Zaragoza$$bDpto. Direc.Mark.Inves.Mercad.$$cÁrea Comerci.Investig.Mercados
000133422 773__ $$g(2024), [17 pp.]$$pEur. j. manag. bus. econ.$$tEuropean Journal of Management and Business Economics$$x2444-8451
000133422 8564_ $$s896108$$uhttps://zaguan.unizar.es/record/133422/files/texto_completo.pdf$$yVersión publicada
000133422 8564_ $$s2153370$$uhttps://zaguan.unizar.es/record/133422/files/texto_completo.jpg?subformat=icon$$xicon$$yVersión publicada
000133422 909CO $$ooai:zaguan.unizar.es:133422$$particulos$$pdriver
000133422 951__ $$a2024-04-16-13:15:07
000133422 980__ $$aARTICLE