Perceived justice needs and recovery evaluation: a contingency approach

K. Douglas Hoffman, Scott W. Kelley

Research output: Contribution to journalArticlepeer-review

173 Scopus citations


An equity theory‐based contingency framework is presented to further our understanding of customer evaluations of the service failure/recovery process. Six contingencies are presented that are proposed to influence the relative importance of interactional and distributive justice on consumer‐based service recovery evaluations. The six contingencies include: depth of the relationship, proximity of the relationship, duration of the encounter, degree of customization, switching costs, and the criticality of consumption. Relevant research propositions are developed and discussed.

Original languageEnglish
Pages (from-to)418-433
Number of pages16
JournalEuropean Journal of Marketing
Issue number3-4
StatePublished - Apr 2000

Bibliographical note

Publisher Copyright:
© 2000, MCB UP Limited.


  • Complaints
  • Consumer behaviour
  • Service quality
  • Services marketing

ASJC Scopus subject areas

  • Marketing


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