scholarly journals Perception of Justice, Post Service Recovery Satisfaction, Intention to Revisit and Wom Recommendations of Foreign Tourists Visiting Bali

1970 ◽  
Author(s):  
I Nyoman Sudiarta ◽  
Ni Wayan Sri Suprapti ◽  
I Putu Gde Sukaatmadja
Keyword(s):  
Structural Equation Modeling ◽  
Statistical Analysis ◽  
Structural Equation ◽  
Service Recovery ◽  
Interactional Justice ◽  
Equation Modeling ◽  
Multivariate Statistical ◽  
Tourist Attractions ◽  
Recovery Satisfaction ◽  
Intention To Revisit

This study aimed to determine the effect of perceptions of distributive, procedural and interactional justice on post-service recovery satisfaction and post-service recovery satisfaction effect on the intention to revisit and WOM recommendations of foreign tourists to Bali. The respondents of this study were foreign tourists who visited Bali and ever experienced complaint. The number of eligible samples was 100 respondents. The questionnaire was given to tourists visiting tourist attractions of Tanah Lot, Kintamani and Besakih. Data were analyzed using multivariate statistical analysis, namely structural equation modeling (SEM). The results of this study indicated that the perception of distributive justice, procedural and interactional had a positive and significant effect on the post-service recovery satisfaction of foreign tourists who visited Bali. The study also found a positive and significant effect of post-service recovery satisfaction on the intention to revisit and the intention of recommending positive WOM of foreign tourists who visited Bali.

A Partial Least Square Structural Equation Modeling: Prestige Perception in Tourism

2020 ◽  
Author(s):  
Murat Kayak
Keyword(s):  
Structural Equation Modeling ◽  
Structural Equation ◽  
Partial Least Square ◽  
Least Square ◽  
Primary Data ◽  
Equation Modeling ◽  
Destination Brand ◽  
The Relationship ◽  
Intention To Revisit ◽  
Brand Prestige

This study aims to investigate destination brand prestige, and to explore the mediating effects of destination brand worldness between destination brand prestige and intention to revisit. Research is designed to collect primary data from the Taiwanese tourists. Partial least squares structural equation modeling is used to test the effects. The research model is appropriately implemented in Smart PLS 3 and a full mediation has existed through the empirical findings. The study shows how destination brand worldness mediates the relationship between destination brand prestige and intention to revisit.

Cyber incivility and knowledge hoarding: Does interactional justice matter?

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Nader Mohammad Aljawarneh ◽  
Khaled Abd kader Alomari ◽  
Ziyad Saleh Alomari ◽  
Omar Taha
Keyword(s):  
Structural Equation Modeling ◽  
Social Exchange ◽  
Structural Equation ◽  
Interactional Justice ◽  
Theory And Practice ◽  
Equation Modeling ◽  
Telecommunication Service ◽  
Strong Impact ◽  
Content Type ◽  
Knowledge Hoarding

Purpose The current explanations in the cyber incivility and knowledge hoarding literature suffer from two problems. The first is a lack of cogent explanation of cyber incivility and knowledge hoarding from social exchange theory (SET) perspective. The second is the unexplained attenuating propensity of justice on the connection between cyber incivility and knowledge hoarding, more specifically, interactional justice. Design/methodology/approach This paper uses a simple random sampling method to obtain cross-sectional data from 223 employees working in IT and telecommunication service companies in Jordan. The obtained data were analyzed using partial least squares structural equation modeling (PLS-SEM) technique also known as variance-based structural equation modeling. Findings By applying SET theoretical lens and PLS-SEM, the authors show that cyber incivility exerts strong impact on knowledge hoarding, and interactional justice may not always function as a buffer. That is, the association between cyber incivility and knowledge hoarding is not impacted by interactional justice levels. Originality/value The contribution of this paper builds on the lack of practical comprehension on the association between cyber incivility and knowledge hoarding and the role played by interactional justice. Implications for theory and practice are discussed.

Structural Equation Modeling with Factors and Composites

2017 ◽  
Vol 13 (1) ◽  
pp. 1-9 ◽  
Author(s):  
Ned Kock
Keyword(s):  
Structural Equation Modeling ◽  
Structural Equation ◽  
Factor Model ◽  
Common Factor ◽  
Equation Modeling ◽  
A Algorithm ◽  
Multivariate Statistical ◽  
Full Information Maximum Likelihood ◽  
Common Factor Model ◽  
Path Coefficients

Recent methodological developments building on partial least squares (PLS) techniques and related ideas have significantly contributed to bridging the gap between factor-based and composite-based structural equation modeling (SEM) methods. PLS-SEM is extensively used in the field of e-collaboration, as well as in many other fields where multivariate statistical analyses are employed. The author compares results obtained with four methods: covariance-based SEM with full information maximum likelihood (FIML), factor-based SEM with common factor model assumptions (FSEM1), factor-based SEM building on the PLS Regression algorithm (FSEM2), and PLS-SEM employing the Mode A algorithm (PLSA). The comparison suggests that FSEM1 yields path coefficients and loadings that are very similar to FIML's; and that FSEM2 yields path coefficients that are very similar to FIML's and loadings that are very similar to PLSA's.

Role of the perceived justice of service recovery: A comparison of first-time and repeat visitors

2017 ◽  
Vol 19 (1) ◽  
pp. 98-111 ◽  
Author(s):  
Peng Chen ◽  
Yeong Gug Kim
Keyword(s):  
Procedural Justice ◽  
Structural Equation ◽  
Positive Emotion ◽  
Negative Emotion ◽  
Service Recovery ◽  
Interactional Justice ◽  
Equation Modeling ◽  
Perceived Justice ◽  
First Time

The objectives of this study are to determine the effects of perceived justice on customers’ emotional response, which influences customer behavior, and to identify any distinction between first-time and repeat visitors’ perspectives of service recovery. After 550 self-administered questionnaires were distributed, 477 usable questionnaires were obtained. The relationships among seven constructs (distributive justice, procedural justice, interactional justice, positive emotion, negative emotion, overall satisfaction, and word-of-mouth intention) were measured using structural equation modeling, and the moderating role of first-time and repeat visitors in the relationships among constructs was determined. Although there are no significant relationships between procedural justice or interactional justice and negative emotion, other paths were significant. In addition, the moderating function of first-time and repeat visitors had significant impact on the relationships of positive emotion and negative emotion with overall satisfaction.

scholarly journals The relationships among service failure, service recovery, customer satisfaction and trust at international hospitals: A Case in Vietnam

2021 ◽  
Vol 9 (4) ◽  
pp. 887-896 ◽  
Author(s):  
Quoc Nghi Nguyen ◽  
Van Tung Huynh ◽  
Van Nam Mai
Keyword(s):  
Customer Satisfaction ◽  
Structural Equation ◽  
Service Failure ◽  
Service Recovery ◽  
Interactional Justice ◽  
Three Dimensions ◽  
Equation Modeling ◽  
Hospital System ◽  
Service Failures ◽  
And Behavior

The objective of this study is to demonstrate the relationships among the severity of service failure, service recovery, customer satisfaction and loyalty towards the Vietnamese international hospital system. The research data were collected from 303 customers who have used services and experienced service failures at international hospitals. Applying Structural Equation Modeling, the study pointed out that service failure includes three dimensions, which are system failure, request failure, and behavior failure. Meanwhile, service recovery is made up of three dimensions which are distributive justice, procedural justice, and interactional justice. The severity of service failure positively affects service recovery and service recovery puts a powerful impact on customer satisfaction, thereby increasing their trust in international hospitals in Vietnam.

scholarly journals Perceived Interactional Justice of Service Recovery and Post-recovery Satisfaction: A Study of Domestic Airline Customers in South West Nigeria

2021 ◽  
Vol 4 (3) ◽  
pp. 51-61
Author(s):  
Ogunode P.O. ◽  
Nkamnebe A.D.
Keyword(s):  
Service Recovery ◽  
Interactional Justice ◽  
Partial Least Square ◽  
Least Square ◽  
Three Dimensions ◽  
Equation Modeling ◽  
Research Model ◽  
South West ◽  
Recovery Satisfaction ◽  
Domestic Airline

This study examined perceived interactional justice of service recovery and post-recovery satisfaction: a study of domestic airline customers in south west Nigeria. This study adopted the perceived justice theory to service recovery with the three dimensions of justice underpinning the study’s conceptual framework/research model. Quantitative research design was employed. The unit of analysis comprised of domestic airline customers in south west geopolitical zone of Nigeria. Quota and purposive sampling were the sampling techniques and a sample of 1,998 respondents was statistically drawn using Cochran. Questionnaire was the research instrument; exploratory factor analysis through principal component extraction method was used to statistically measure construct validity while Cronbach Alpha was used to establish the reliability of the instrument. Hypothesized relationships in the path diagram resulting from the research model were tested using Partial Least Square Structural Equation Modeling (PLS-SEM) with the aid of IBM®SPSS®AMOSTM25. The finding of this study showed that interactional justice had significant and positive influence on post-recovery satisfaction. It was recommended that airline companies operating in the study area should focus more attention to interactional justice by ensuring prompt response, politeness, listening to customer’s complaints individually, and makes good efforts to tackle the complaints in a satisfactory manner.

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