العدالة المدركة كمتغير وسيط في العلاقة بين استراتيجيات إصلاح الخدمة و رضا العميل عن إصلاح الخدمة (بالتطبيق على عملاء خدمة الإنترنت في مصر)‎

Abstract EN

This study aims to measure the effect of service recovery strategies (making an apology, compensation, prompt handling, empathy, problem solving, providing an explanation) on customer satisfaction with service recovery when mediating perceived justice.

A list of 361 individuals was relied upon to collect the initial data necessary to test the hypotheses of study on Internet service customers in Egypt during the study period.

The study found that there is a significant effect of th service recovery strategies (making an apology, prompt handling, problem solving, providing an explanation) on customer satisfaction with service recovery, and no positive moral effect of the service recovery strategies (compensation, empathy) on customer satisfaction with service recovery, and found positive moral impact of the service recovery strategies (making an apology, compensation, prompt handling, empathy, problem solving, providing an explanation) on the perceived justice dimensions, It also found a positive moral impact of the service recovery strategies (compensation, Empathy, problem solving, providing an explanation) on distributive justice and no positive moral effect of the service recovery strategies (Making an apology, Prompt handling) on distributive justice, and also found a positive moral effect of service recovery strategies (making an apology, compensation, prompt handling, empathy, problem solving, providing an explanation) on Procedural justice and a positive moral impact of the service recovery strategies (making an apology, compensation, empathy, providing an explanation) on Interactional justice and no positive moral effect of the service recovery strategies (problem solving, prompt handling)on Interactional justice, as well as found a positive moral impact of the dimensions of Perceived Justice (distributive justice, Procedural justice, Interactional justice) on Customer satisfaction with service recovery, and the results showed that Perceived justice mediates the relationship between service recovery strategies (making an apology, compensation, prompt handling, empathy, problem solving, providing an explanation) and Customer satisfaction with service recovery.