> Detailanzeige

Russo, Ivan; Masorgo, Nicolò; Gligor, David M.

Examining the impact of service recovery resilience in the context of product replacement: the roles of perceived procedural and interactional justice

Literatur-
verwaltung

Zur
Merkliste

Lösche von
Merkliste

Per Whatsapp teilen

Schließen

Merkliste



Sie können Bookmarks mittels Listen verwalten, loggen Sie sich dafür bitte in Ihr SLUB Benutzerkonto ein.
  • Medientyp: E-Artikel
  • Titel: Examining the impact of service recovery resilience in the context of product replacement: the roles of perceived procedural and interactional justice
  • Beteiligte: Russo, Ivan; Masorgo, Nicolò; Gligor, David M.
  • Erschienen: Emerald, 2022
  • Erschienen in: International Journal of Physical Distribution & Logistics Management, 52 (2022) 8, Seite 638-672
  • Sprache: Englisch
  • DOI: 10.1108/ijpdlm-07-2021-0301
  • ISSN: 0960-0035
  • Schlagwörter: Management of Technology and Innovation ; Transportation
  • Entstehung:
  • Anmerkungen:
  • Beschreibung: PurposeGiven increasing customer expectations and disturbances to product returns management, capabilities such as supply chain resilience (SCR) can complement service recovery strategies in retail supply chains. This study utilizes procedural justice theory (PJT) to conceptualize service recovery resilience as a capability that allows firms to meet customer requirements when dealing with disruptions, and empirically investigates its impact on procedural and interactional justice and customer outcomes (i.e. satisfaction and loyalty) in the context of product replacement.Design/methodology/approachThis research employs two scenario-based experiments using a sample of 368 customers to explore the outcomes associated with service recovery resilience.FindingsThe investigation shows more satisfied and loyal customers when a retail supply chain can overcome service recovery challenges through SCR. The study shows that customers evaluate not only the process itself, but also their interactions with the retailer. Specifically, procedural justice and interactional justice have a significant influence on these relationships.Originality/valueThis study proposes service recovery resilience as a concept that bridges service recovery theory with supply chain strategy in the unique context of product replacement. Further, this study also notes how information enhances customer satisfaction with the retailer's effort to address disturbances in the recovery process. Finally, this study informs managers on the capabilities needed to face new customers' needs.