Analyzing the relationship between perceived justice and satisfaction after service failures: a case study in a telecom company
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Data de Publicação: | 2016 |
Outros Autores: | , |
Tipo de documento: | Artigo |
Idioma: | por |
Título da fonte: | Revista Produção Online |
Texto Completo: | https://www.producaoonline.org.br/rpo/article/view/2031 |
Resumo: | The zero defect is something virtually unachievable in service operations, which makes the ability of companies to effectively manage customer complaints derived from service failures an important condition for its success in the long term. This article evaluates the influence of justice perceptions in customer satisfaction after a complaints management process. The case of a cell phone company is analyzed in which a survey with 496 customers who complained to the firm’s call center was applied. Customers’ justice perceptions and its relationship with satisfaction after the procedure were evaluated. The results obtained with a logistic regression analysis indicated that perceptions of procedural and distributive justice influenced significantly satisfaction, while the interpersonal justice, despite having had the high individual mean, didn’t showed any significant relationship with this construct. Some important reflections are made based on these results, considering that many elements of justice poorly evaluated had great influence on the final satisfaction, which indicated the need for the company to review its priorities in terms of processes evaluation and employee training. |
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Analyzing the relationship between perceived justice and satisfaction after service failures: a case study in a telecom companyAnalisando a relação entre justiça percebida e satisfação declarada pelos clientes após falhas de serviço: estudo de caso em uma empresa de telecomunicaçõesService failures. Justice Theory. Satisfaction.Falhas de serviço. Teoria da Justiça. Satisfação.The zero defect is something virtually unachievable in service operations, which makes the ability of companies to effectively manage customer complaints derived from service failures an important condition for its success in the long term. This article evaluates the influence of justice perceptions in customer satisfaction after a complaints management process. The case of a cell phone company is analyzed in which a survey with 496 customers who complained to the firm’s call center was applied. Customers’ justice perceptions and its relationship with satisfaction after the procedure were evaluated. The results obtained with a logistic regression analysis indicated that perceptions of procedural and distributive justice influenced significantly satisfaction, while the interpersonal justice, despite having had the high individual mean, didn’t showed any significant relationship with this construct. Some important reflections are made based on these results, considering that many elements of justice poorly evaluated had great influence on the final satisfaction, which indicated the need for the company to review its priorities in terms of processes evaluation and employee training.O defeito zero é algo praticamente inalcançável em operações de serviços, o que torna a capacidade das empresas de gerenciar eficazmente as reclamações dos clientes oriundas das falhas de serviços uma condição sine-qua-non para o seu sucesso no longo prazo. Este artigo tem como objetivo central avaliar a influência das percepções de justiça na satisfação dos clientes após a condução de um processo de gerenciamento de reclamações. Para tanto, foi analisado o caso de uma empresa de telefonia celular a partir da condução de uma survey com 496 clientes que reclamaram no seu call center. Foram avaliadas as percepções individuais de justiça declaradas pelos clientes e a sua relação com a satisfação após o processo. Os resultados obtidos por meio da aplicação de Regressão Logística demonstram que as percepções de justiça processual e distributiva influenciaram de forma significativa a satisfação, enquanto que a justiça interpessoal, apesar de ter obtido a melhor avaliação individual, não demonstrou ter relação significativa com este construto. São feitas reflexões relevantes baseadas nestes resultados, considerando que diversos elementos de justiça mal avaliados individualmente apresentaram grande influência na satisfação final e indicando a necessidade da empresa em rever suas prioridades em termos de revisão de processos e treinamento de funcionários. Associação Brasileira de Engenharia de Produção2016-03-15info:eu-repo/semantics/articleinfo:eu-repo/semantics/publishedVersionapplication/pdfaudio/mpeghttps://www.producaoonline.org.br/rpo/article/view/203110.14488/1676-1901.v16i1.2031Revista Produção Online; Vol. 16 No. 1 (2016); 126-150Revista Produção Online; v. 16 n. 1 (2016); 126-1501676-1901reponame:Revista Produção Onlineinstname:Associação Brasileira de Engenharia de Produção (ABEPRO)instacron:ABEPROporhttps://www.producaoonline.org.br/rpo/article/view/2031/1372https://www.producaoonline.org.br/rpo/article/view/2031/1373Copyright (c) 2016 Revista Produção Onlineinfo:eu-repo/semantics/openAccessAraújo, Marcus Augusto VasconcelosPrimo, Marcos André MendesLeite, Jamille Queiroz2016-03-15T12:00:21Zoai:ojs.emnuvens.com.br:article/2031Revistahttp://producaoonline.org.br/rpoPUBhttps://www.producaoonline.org.br/rpo/oai||producaoonline@gmail.com1676-19011676-1901opendoar:2016-03-15T12:00:21Revista Produção Online - Associação Brasileira de Engenharia de Produção (ABEPRO)false |
dc.title.none.fl_str_mv |
Analyzing the relationship between perceived justice and satisfaction after service failures: a case study in a telecom company Analisando a relação entre justiça percebida e satisfação declarada pelos clientes após falhas de serviço: estudo de caso em uma empresa de telecomunicações |
title |
Analyzing the relationship between perceived justice and satisfaction after service failures: a case study in a telecom company |
spellingShingle |
Analyzing the relationship between perceived justice and satisfaction after service failures: a case study in a telecom company Araújo, Marcus Augusto Vasconcelos Service failures. Justice Theory. Satisfaction. Falhas de serviço. Teoria da Justiça. Satisfação. |
title_short |
Analyzing the relationship between perceived justice and satisfaction after service failures: a case study in a telecom company |
title_full |
Analyzing the relationship between perceived justice and satisfaction after service failures: a case study in a telecom company |
title_fullStr |
Analyzing the relationship between perceived justice and satisfaction after service failures: a case study in a telecom company |
title_full_unstemmed |
Analyzing the relationship between perceived justice and satisfaction after service failures: a case study in a telecom company |
title_sort |
Analyzing the relationship between perceived justice and satisfaction after service failures: a case study in a telecom company |
author |
Araújo, Marcus Augusto Vasconcelos |
author_facet |
Araújo, Marcus Augusto Vasconcelos Primo, Marcos André Mendes Leite, Jamille Queiroz |
author_role |
author |
author2 |
Primo, Marcos André Mendes Leite, Jamille Queiroz |
author2_role |
author author |
dc.contributor.author.fl_str_mv |
Araújo, Marcus Augusto Vasconcelos Primo, Marcos André Mendes Leite, Jamille Queiroz |
dc.subject.por.fl_str_mv |
Service failures. Justice Theory. Satisfaction. Falhas de serviço. Teoria da Justiça. Satisfação. |
topic |
Service failures. Justice Theory. Satisfaction. Falhas de serviço. Teoria da Justiça. Satisfação. |
description |
The zero defect is something virtually unachievable in service operations, which makes the ability of companies to effectively manage customer complaints derived from service failures an important condition for its success in the long term. This article evaluates the influence of justice perceptions in customer satisfaction after a complaints management process. The case of a cell phone company is analyzed in which a survey with 496 customers who complained to the firm’s call center was applied. Customers’ justice perceptions and its relationship with satisfaction after the procedure were evaluated. The results obtained with a logistic regression analysis indicated that perceptions of procedural and distributive justice influenced significantly satisfaction, while the interpersonal justice, despite having had the high individual mean, didn’t showed any significant relationship with this construct. Some important reflections are made based on these results, considering that many elements of justice poorly evaluated had great influence on the final satisfaction, which indicated the need for the company to review its priorities in terms of processes evaluation and employee training. |
publishDate |
2016 |
dc.date.none.fl_str_mv |
2016-03-15 |
dc.type.driver.fl_str_mv |
info:eu-repo/semantics/article info:eu-repo/semantics/publishedVersion |
format |
article |
status_str |
publishedVersion |
dc.identifier.uri.fl_str_mv |
https://www.producaoonline.org.br/rpo/article/view/2031 10.14488/1676-1901.v16i1.2031 |
url |
https://www.producaoonline.org.br/rpo/article/view/2031 |
identifier_str_mv |
10.14488/1676-1901.v16i1.2031 |
dc.language.iso.fl_str_mv |
por |
language |
por |
dc.relation.none.fl_str_mv |
https://www.producaoonline.org.br/rpo/article/view/2031/1372 https://www.producaoonline.org.br/rpo/article/view/2031/1373 |
dc.rights.driver.fl_str_mv |
Copyright (c) 2016 Revista Produção Online info:eu-repo/semantics/openAccess |
rights_invalid_str_mv |
Copyright (c) 2016 Revista Produção Online |
eu_rights_str_mv |
openAccess |
dc.format.none.fl_str_mv |
application/pdf audio/mpeg |
dc.publisher.none.fl_str_mv |
Associação Brasileira de Engenharia de Produção |
publisher.none.fl_str_mv |
Associação Brasileira de Engenharia de Produção |
dc.source.none.fl_str_mv |
Revista Produção Online; Vol. 16 No. 1 (2016); 126-150 Revista Produção Online; v. 16 n. 1 (2016); 126-150 1676-1901 reponame:Revista Produção Online instname:Associação Brasileira de Engenharia de Produção (ABEPRO) instacron:ABEPRO |
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Associação Brasileira de Engenharia de Produção (ABEPRO) |
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ABEPRO |
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ABEPRO |
reponame_str |
Revista Produção Online |
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Revista Produção Online |
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Revista Produção Online - Associação Brasileira de Engenharia de Produção (ABEPRO) |
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||producaoonline@gmail.com |
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