133422 20260219090927.0 doi 10.1108/EJMBE-02-2023-0056 sideral 138128 ART-2024-138128 eng Aguilar-Rojas, Óscar The importance of social comparison in perceived justice during the service recovery process 2024 Access copy available to the general public Unrestricted PurposeThis 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. info:eu-repo/grantAgreement/ES/DGA-FSE/LMP51-21 info:eu-repo/grantAgreement/ES/DGA/S20-23R info:eu-repo/grantAgreement/ES/MICIU/PID2019-105468RB-I00 info:eu-repo/semantics/openAccess by https://creativecommons.org/licenses/by/4.0/deed.es 3.7 2024 0.665 2024 Business and International Management 2024 Q2 Finance 2024 Q2 Tourism, Leisure and Hospitality Management 2024 Q2 Organizational Behavior and Human Resource Management 2024 Q2 Strategy and Management 2024 Q2 Marketing 2024 Q2 7.3 2024 info:eu-repo/semantics/article info:eu-repo/semantics/publishedVersion Fandos-Herrera, Carmina Universidad de Zaragoza (orcid)0000-0002-2952-0750 Pérez-Rueda, Alfredo Universidad de Zaragoza (orcid)0000-0003-0211-5568 4012 650 Universidad de Zaragoza Dpto. Direcc.Organiza.Empresas Área Organización de Empresas 4011 095 Universidad de Zaragoza Dpto. Direc.Mark.Inves.Mercad. Área Comerci.Investig.Mercados 33, 4 (2024), 488-504 Eur. j. manag. bus. econ. European Journal of Management and Business Economics 2444-8451 896108 http://zaguan.unizar.es/record/133422/files/texto_completo.pdf Versión publicada 2153370 http://zaguan.unizar.es/record/133422/files/texto_completo.jpg?subformat=icon icon Versión publicada oai:zaguan.unizar.es:133422 articulos driver 2026-02-19-09:00:02 ARTICLE