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

    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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