Core Chinese cultural values: Perceived justice and post-recovery satisfaction in higher education services (SJR: Q1)

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 (SJR: Q1)

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

6 Citations (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
DOIs	https://doi.org/10.1007/s11628-022-00490-z
Publication status	Published - Sept 2022

UN SDGs

This output contributes to the following UN Sustainable Development Goals (SDGs)

SDG 4 Quality Education
SDG 16 Peace, Justice and Strong Institutions

Keywords

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

Access to Document

10.1007/s11628-022-00490-z

Cite this

@article{0ef357968f094468a5d25268dcdde018,

title = "Core Chinese cultural values: Perceived justice and post-recovery satisfaction in higher education services (SJR: Q1)",

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.",

keywords = "Doctrine of the mean, Perceived justice, Post-recovery satisfaction, Relationship continuity",

author = "Lee, \{Joseph Lok Man\} and Cheng, \{Calvin Wah On\} and Liu, \{Vanessa Shun Wah\}",

note = "Funding Information: Funding was provided by the Hong Kong Polytechnic University (CC-SP-CB-2015 -82). Publisher Copyright: {\textcopyright} 2022, The Author(s), under exclusive licence to Springer-Verlag GmbH Germany, part of Springer Nature.",

year = "2022",

month = sep,

doi = "10.1007/s11628-022-00490-z",

language = "English",

pages = "743--770",

journal = "Service Business",

issn = "1862-8508",

publisher = "Springer Verlag",

}

TY - JOUR

T1 - Core Chinese cultural values

T2 - Perceived justice and post-recovery satisfaction in higher education services (SJR: Q1)

AU - Lee, Joseph Lok Man

AU - Cheng, Calvin Wah On

AU - Liu, Vanessa Shun Wah

N1 - Funding Information: Funding was provided by the Hong Kong Polytechnic University (CC-SP-CB-2015 -82). Publisher Copyright: © 2022, The Author(s), under exclusive licence to Springer-Verlag GmbH Germany, part of Springer Nature.

PY - 2022/9

Y1 - 2022/9

N2 - 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.

AB - 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.

KW - Doctrine of the mean

KW - Perceived justice

KW - Post-recovery satisfaction

KW - Relationship continuity

UR - https://www.scopus.com/pages/publications/85127583511

U2 - 10.1007/s11628-022-00490-z

DO - 10.1007/s11628-022-00490-z

M3 - Article

AN - SCOPUS:85127583511

SN - 1862-8508

SP - 743

EP - 770

JO - Service Business

JF - Service Business

ER -

Core Chinese cultural values: Perceived justice and post-recovery satisfaction in higher education services (SJR: Q1)

Abstract

UN SDGs

Keywords

Access to Document

Other files and links

Fingerprint

Cite this