The Moderating Role Of Safety Perception On Perceived Justice And Service Recovery Satisfaction Relation

Muhammad, Halirua and Ibrahim Naala, Mohammad Nura (2017) The Moderating Role Of Safety Perception On Perceived Justice And Service Recovery Satisfaction Relation. In: Social Sciences Postgraduate International Seminar (SSPIS) 2017. School of Social Sciences, USM, Pulau Pinang, Malaysia, pp. 29-35. ISBN 9789671544013

[img]
Preview
 PDF
Download (216kB) | Preview

Abstract

Several studies have reported significant link between perceived justice dimensions, and satisfaction service recovery with different impact of the dimensions (procedural, interactional, distributional) on satisfaction service recovery, and some prove similar relationship between the dimensions using different antecedents and variables for example Brand equity, Corporate social responsibility and Switching cost. The present study aims to propose the moderating role of safety perception in the relation between perceived justice and service recovery satisfaction. Data on perceived justice with service recovery satisfaction and safety perception is to be collected through survey from domestic airline passengers in Nigeria. Similarly, safety perception is suggested to play a moderating role between perceived justice (procedural, interactional, distributive) and service recovery satisfaction. The highlights to be provided can assist in addressing the service failure problem confronting domestic airline industry in Nigeria.

Item Type: Book Section
Subjects: H Social Sciences > H Social Sciences (General) > H1-99 Social sciences (General)
Divisions: Pusat Pengajian Sains Kemasyarakatan (School of Social Sciences) > Social Sciences Postgraduate International Seminar (SSPIS)
Koleksi Penganjuran Persidangan (Conference Collection) > Social Sciences Postgraduate International Seminar (SSPIS)
Depositing User: Puan Sukmawati Muhamad
Date Deposited: 27 Feb 2018 04:08
Last Modified: 27 Feb 2018 04:08
URI: http://eprints.usm.my/id/eprint/39179

Actions (login required)

View Item View Item
USM Repository is powered by EPrints 3 which is developed by the School of Electronics and Computer Science at the University of Southampton. More information and software credits.
Share