Perceived justice in service recovery and switching intention: Evidence from Malaysian mobile telecommunication industry

摘要: Purpose – The purpose of this paper is to examine the relationship between distributive, procedural, interpersonal and informational justices on switching intentions.Design/methodology/approach Data were gathered interpersonal, intentions by means a survey from prepaid mobile subscribers in Malaysia.Findings results show that effects procedural stronger than distributive justices. However, did not indicate significant justice intentions.Research limitations/implications examines only one service context; consequently, cannot be generalized for other services industry.Practical implications study are useful Malaysian marketing practitioners overly saturated highly competitive telecommunication industry.Originality/value Unlike prev...