Evaluación cognitiva y afectiva de las estrategias de recuperación del serviciorelaciones entre justicia percibida, emociones y satisfacción

  1. Vázquez Casielles, Rodolfo
  2. Suárez Álvarez, Leticia
  3. Río Lanza, Ana Belén del
Revista:
Revista europea de dirección y economía de la empresa

ISSN: 1019-6838

Año de publicación: 2009

Volumen: 18

Número: 1

Páginas: 31-50

Tipo: Artículo

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Otras publicaciones en: Revista europea de dirección y economía de la empresa

Resumen

El artículo analiza los efectos de las distintas dimensiones de justicia percibida sobre la satisfacción del cliente con la solución del problema propuesta por la empresa. También estudia las emociones que experimentan los clientes ante las estrategias de recuperación del servicio. Para ello, se adopta una concepción jerárquica de las emociones que diferencia entre emociones positivas y negativas. Concretamente, el estudio se fundamenta en las aportaciones de la Teoría de la Equidad, la Teoría del Control del Afecto y la Teoría de la Apreciación Cognitiva. De este modo, se evalúa el efecto de las dimensiones de justicia percibida sobre ambos tipos de emociones y cómo dichas emociones influyen en la satisfacción con la recuperación del servicio. El sector de análisis elegido ha sido el de líneas aéreas, uno de los sectores de la economía española con mayor número de quejas de los usuarios a consecuencia de la existencia de fallos en la prestación del servicio. Los resultados obtenidos corroboran la importancia otorgada a nivel teórico a la justicia percibida, así como a las emociones. Estas últimas tienen un efecto directo sobre la satisfacción y, al mismo tiempo, actúan como mediadoras en la relación entre justicia percibida y satisfacción con la recuperación del servicio. Las conclusiones plantean que la satisfacción tiene tanto antecedentes cognitivos como afectivos que deben ser considerados cuando se desarrolla una cultura empresarial caracterizada por la necesidad de adoptar estrategias eficientes de recuperación del servicio.

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