Effects of perceived service recovery justice on customer affective commitment, loyalty and word-of-mouth : the case of restaurants
Also available in printed version
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| Format: | Bachelor thesis |
| Language: | English |
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Universiti Teknologi Malaysia
2025
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| Online Access: | https://utmik.utm.my/handle/123456789/50852 |
| Abstract | Abstract here |
| _version_ | 1854975103404605440 |
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| author | Chee, Wei Ting |
| author2 | Thoo, Ai Chin, supervisor |
| author_facet | Thoo, Ai Chin, supervisor Chee, Wei Ting |
| author_sort | Chee, Wei Ting |
| description | Also available in printed version |
| format | Bachelor thesis |
| id | utm-123456789-50852 |
| institution | Universiti Teknologi Malaysia |
| language | English |
| publishDate | 2025 |
| publisher | Universiti Teknologi Malaysia |
| record_format | dspace |
| record_pdf | Abstract |
| spelling | utm-123456789-508522025-08-21T10:21:42Z Effects of perceived service recovery justice on customer affective commitment, loyalty and word-of-mouth : the case of restaurants Chee, Wei Ting Thoo, Ai Chin, supervisor Management Also available in printed version This study aspires to examine the effects of customer perceived service recovery justice on customer affective commitment, loyalty intention and positive word-of-mouth reviews in the context of service recovery from failure. Specifically, justice perception is comprised of distributive justice, procedural justice and distributive justice. Apart from examining the effect of justice perception on customer affective commitment, this study also examine the effects of customer affective commitment on customer loyalty intention and positive word-of-mouth (WOM). All of these relationships were found significant. Moreover, customer affective commitment serve as mediator between justice perception and customer loyalty and between justice perception and positive word-of-mouth (WOM) were examined. However, the mediation effects of customer affective commitment on the relationship between justice perception and customer loyalty intention as well as positive word-of-mouth reviews were found to be insignificant. Data were collected from 225 respondents in the Skudai, Johor and analysed using Structural Equation Modeling (SEM).The findings of this study can help restaurant managers to develop an effective service recovery from failure to ensure that the perceived fairness could lead to customer affective commitment, loyalty and positive word-of-mouth (WOM) zulaihi UTM 136 p. Project Paper (Sarjana Muda Pengurusan (Pemasaran)) - Universiti Teknologi Malaysia, 2016 2025-03-14T03:38:17Z 2025-03-14T03:38:17Z 2016 Bachelor thesis https://utmik.utm.my/handle/123456789/50852 vital:115013 valet-20180927-091029 ENG Closed Access UTM Complete Unpublished Completion application/pdf Universiti Teknologi Malaysia |
| spellingShingle | Management Chee, Wei Ting Effects of perceived service recovery justice on customer affective commitment, loyalty and word-of-mouth : the case of restaurants |
| thesis_level | Other |
| title | Effects of perceived service recovery justice on customer affective commitment, loyalty and word-of-mouth : the case of restaurants |
| title_full | Effects of perceived service recovery justice on customer affective commitment, loyalty and word-of-mouth : the case of restaurants |
| title_fullStr | Effects of perceived service recovery justice on customer affective commitment, loyalty and word-of-mouth : the case of restaurants |
| title_full_unstemmed | Effects of perceived service recovery justice on customer affective commitment, loyalty and word-of-mouth : the case of restaurants |
| title_short | Effects of perceived service recovery justice on customer affective commitment, loyalty and word-of-mouth : the case of restaurants |
| title_sort | effects of perceived service recovery justice on customer affective commitment loyalty and word of mouth the case of restaurants |
| topic | Management |
| url | https://utmik.utm.my/handle/123456789/50852 |
| work_keys_str_mv | AT cheeweiting effectsofperceivedservicerecoveryjusticeoncustomeraffectivecommitmentloyaltyandwordofmouththecaseofrestaurants |