Title

The effects of social justice and stigma-consciousness on gay customers' service recovery evaluation

Authors

Authors

H. Ro;E. D. Olson

Comments

Authors: contact us about adding a copy of your work at STARS@ucf.edu

Abbreviated Journal Title

J. Bus. Res.

Keywords

Gay; Service recovery; Justice; Stigma-consciousness; CONSUMERS; FAILURE; MEN; SATISFACTION; MARKETPLACE; ENCOUNTERS; COMMUNITY; RESPONSES; MINORITY; LESBIANS; Business

Abstract

This study examines how social justice and the stigma-consciousness level of gay customers influence their service recovery perceptions. The results, based on an experiment involving 379 gay respondents, indicate that distributive justice, procedural justice, and interactional justice significantly affect gay customers' service recovery evaluations (satisfaction) and post-complaint behavioral intentions (negative word-of-mouth and repatronage). Also, higher stigma-consciousness gay customers show more negative service recovery evaluations and behavioral intentions than those with lower stigma-consciousness. Service providers who are interested in attracting and maintaining gay customers should create awareness among their employees about stigma-consciousness. (C) 2013 Elsevier Inc. All rights reserved.

Journal Title

Journal of Business Research

Volume

67

Issue/Number

6

Publication Date

1-1-2014

Document Type

Article

Language

English

First Page

1162

Last Page

1169

WOS Identifier

WOS:000334085300015

ISSN

0148-2963

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