Effects On Performance-based Remedy Perceived Justice Service Remedies

With the booming of e-commerce and information technology, ordinary postalservices and freight services can’t meet the needs of people, hence it bringsopportunities to express delivery industry. Moreover, the express delivery industry isfamous for its timely, speedy, safe and personalized delivery services which has greatinfluences in our life. At the same time, service failures are also prevalent, especiallythe particularly common phenomenon—delay of express is becoming an importantfactor which restricts the further development of the express delivery industry.Therefore, the focus of study is to carry outs measurements for service recovery.This paper combines with theoretical research and demonstration research.Based on the previous service recovery research, combi-ned with the characteristicsof express delivery industry, took perceived justice as intermediate variable, thispaper constructs the models of service remedy and recovery performance, in addition,it came up with a series of research hypotheses. And then, this paper conductsin-depth interviews and questionnaires on the customers of express deliverycompanies through scenario simulation methods. Ultimately, this paper proposes aquantitative conclusion by using many kinds of empirical analysis methods such asdescriptive statistical analyses, reliability and validity analyses, correlation analysesand regression analyses. It provides theoretical and empirical references for expressdelivery industry to implement service recovery.The main conclusions are as follows:(1)This paper brings information justice as an independent dimension into theperceived justice model, and then, it draws a series significant positive correlationsbetween service recovery and perceived justice as follows: the influence of tangiblecompensation to the result fairness, the influence of procedural fairness to the response speed, the influence of apology and remedy initiative to interactive fairness,and the influence of remedy initiative to information fairness.(2) The four dimensions of perceived justice all have significant positive effectson (the) three aspects of remedial performance, however there exist differences indifferent degrees. Among these effects, interaction justice has the largest influence oncustomer satisfaction and oral spreading; nevertheless, the result fairness has thelargest influence on customer repurchase intention.(3) Perception justice plays a significant intermediary role in the relationship ofservice recovery measures and remedial performance.