Show simple item record

dc.contributor.authorBortoli, Luiza Venzkept_BR
dc.contributor.authorSantos, Cristiane Pizzutti dospt_BR
dc.date.accessioned2018-04-05T02:26:11Zpt_BR
dc.date.issued2017pt_BR
dc.identifier.issn1518-6776pt_BR
dc.identifier.urihttp://hdl.handle.net/10183/174452pt_BR
dc.description.abstractPurpose: This theoretical essay aims to contribute to a deeper understanding of distributive justice in situations of service recovery. More specifically, we seek to investigate distributive justice evaluations based on social comparisons. Originality/value: This article seeks to fill a gap in the existing knowledge to discuss the social comparison theory applied to the service recovery context. Design/methodology/approach: After a literature review, we present three research propositions about comparisons between consumers in terms of compensation received after complaining about a service and their effects on the evaluation of distributive justice, taking into account the perceived similarity between consumers and the time elapsed between the complaint handling and the comparison. Findings: Even though social comparisons are increasingly frequent, they have been neglected in the service marketing literature. It is possible for consumers to compare the compensation received after a complaint with the compensation given to another consumer and, perceiving upward differences, have negative reactions to the company.en
dc.format.mimetypeapplication/pdf
dc.language.isoengpt_BR
dc.relation.ispartofRam. São Paulo. Vol. 18, n. 4 (July./Aug. 2017), p. 65-86pt_BR
dc.rightsOpen Accessen
dc.subjectService recoveryen
dc.subjectComportamento do consumidorpt_BR
dc.subjectReclamação : Queixapt_BR
dc.subjectServiceen
dc.subjectSocial comparisonen
dc.subjectCompensationen
dc.subjectComplainingen
dc.titleConsumer's evaluation about service recovery : the role of social comparisonpt_BR
dc.typeArtigo de periódicopt_BR
dc.identifier.nrb001063627pt_BR
dc.type.originNacionalpt_BR


Files in this item

Thumbnail
   

This item is licensed under a Creative Commons License

Show simple item record