Core Chinese cultural values: Perceived justice and post-recovery satisfaction in higher education services

Joseph Lok Man Lee; Calvin Wah On Cheng; Vanessa Shun Wah Liu

doi:10.1007/s11628-022-00490-z

Core Chinese cultural values: Perceived justice and post-recovery satisfaction in higher education services

Joseph Lok Man Lee, Calvin Wah On Cheng, Vanessa Shun Wah Liu

Division of Business and Hospitality Management (BHM)

Research output: Contribution to journal › Article › peer-review

1 Citation (Scopus)

Abstract

Previous studies have validated the service recovery model yet its applicability to education services remains unclear. This study aims to examine the link between perceived justice and post-recovery satisfaction in self-financing higher education. The research model was tested by conducting a scenario-based survey with 315 Chinese students. Relationship continuity is found to strengthen the relationship between interactional justice perceptions and satisfaction. The doctrine of the mean positively moderates the effects of perceived interactional and procedural justice on satisfaction. These results were then compared with a sample of 304 non-Chinese students, and the moderation effects were only observed among Chinese students.

Original language	English
Pages (from-to)	743-770
Number of pages	28
Journal	Service Business
Volume	16
Issue number	3
Early online date	2022
DOIs	https://doi.org/10.1007/s11628-022-00490-z
Publication status	Published - Sept 2022

Keywords

Doctrine of the mean
Perceived justice
Post-recovery satisfaction
Relationship continuity

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10.1007/s11628-022-00490-z

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abstract = "Previous studies have validated the service recovery model yet its applicability to education services remains unclear. This study aims to examine the link between perceived justice and post-recovery satisfaction in self-financing higher education. The research model was tested by conducting a scenario-based survey with 315 Chinese students. Relationship continuity is found to strengthen the relationship between interactional justice perceptions and satisfaction. The doctrine of the mean positively moderates the effects of perceived interactional and procedural justice on satisfaction. These results were then compared with a sample of 304 non-Chinese students, and the moderation effects were only observed among Chinese students.",

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Core Chinese cultural values: Perceived justice and post-recovery satisfaction in higher education services

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Keywords

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