Pub Date : 2022-01-01DOI: 10.5771/0949-6181-2022-3-404
Zorica Aničić, Blagoje Paunović
This paper investigates SMEs’ responses to the COVID-19 crisis and the significance of specific government support measures for overcoming the crisis effects. The results show that SMEs have mostly implemented retrenchment and persevering strategies, whereas innovation and exit strategies were less used, as well as that the strategy selection depends on both the severity of the COVID-19 impact on individual business segments and SME specificities. Additionally, the analysis reveals that, from the SMEs’ perspective, not all the future government measures are equally significant for recovery. Therefore, in creating an optimum measure package to support SMEs, governments must consider multiple criteria. The SMEs’ responses, as well as the significance of specific government measures, vary depending on the characteristics of SMEs and the magnitude of COVID-19 effects on specific business aspects.
{"title":"The Covid-19 crisis and small and medium-sized enterprises (SMEs) in Serbia: responsive strategies and significance of the government measures","authors":"Zorica Aničić, Blagoje Paunović","doi":"10.5771/0949-6181-2022-3-404","DOIUrl":"https://doi.org/10.5771/0949-6181-2022-3-404","url":null,"abstract":"This paper investigates SMEs’ responses to the COVID-19 crisis and the significance of specific government support measures for overcoming the crisis effects. The results show that SMEs have mostly implemented retrenchment and persevering strategies, whereas innovation and exit strategies were less used, as well as that the strategy selection depends on both the severity of the COVID-19 impact on individual business segments and SME specificities. Additionally, the analysis reveals that, from the SMEs’ perspective, not all the future government measures are equally significant for recovery. Therefore, in creating an optimum measure package to support SMEs, governments must consider multiple criteria. The SMEs’ responses, as well as the significance of specific government measures, vary depending on the characteristics of SMEs and the magnitude of COVID-19 effects on specific business aspects.","PeriodicalId":45202,"journal":{"name":"Journal of East European Management Studies","volume":"10 1","pages":""},"PeriodicalIF":0.7,"publicationDate":"2022-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"88406498","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":4,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2022-01-01DOI: 10.5771/0949-6181-2022-2-280
A. Tleubayev, I. Bobojonov, T. Gagalyuk, T. Glauben
The Russian agri-food sector illustrated remarkable progress over the last decade. Still, the Russian government is striving to boost production even further and has set a number of goals for the industry for the coming years. Agroholdings are believed to be the main engine not only behind the success of the industry in recent years, but they are also expected to play a key role in moving the sector towards the set targets. In spite of their increasing role, the literature on agroholdings is still in its infancy and it fails to provide a clear answer on whether they represent a more efficient form of agri-food production. To fill this gap in the literature, we utilise a manually collected panel data set of 203 corporate Russian agri-food enterprises for the years between 2012 and 2017 and provide new empirical evidence on the effects of agroholding affiliation on firms’ financial performance, measured in terms of returns on assets and sales. The results of the random effects model indicate a significant positive impact of agroholding affiliation on financial performance. Further analysis reveals that this positive effect might be attributed to agroholding affiliates’ better access to capital, efficient management and stimulating executive compensation systems. The paper provides empirical recommendations for policy makers and corporate executives involved in the Russian agri-food industry.
{"title":"Business group affiliation and financial performance in the agricultural sector of transition economies: The case of Russian agroholdings","authors":"A. Tleubayev, I. Bobojonov, T. Gagalyuk, T. Glauben","doi":"10.5771/0949-6181-2022-2-280","DOIUrl":"https://doi.org/10.5771/0949-6181-2022-2-280","url":null,"abstract":"The Russian agri-food sector illustrated remarkable progress over the last decade. Still, the Russian government is striving to boost production even further and has set a number of goals for the industry for the coming years. Agroholdings are believed to be the main engine not only behind the success of the industry in recent years, but they are also expected to play a key role in moving the sector towards the set targets. In spite of their increasing role, the literature on agroholdings is still in its infancy and it fails to provide a clear answer on whether they represent a more efficient form of agri-food production. To fill this gap in the literature, we utilise a manually collected panel data set of 203 corporate Russian agri-food enterprises for the years between 2012 and 2017 and provide new empirical evidence on the effects of agroholding affiliation on firms’ financial performance, measured in terms of returns on assets and sales. The results of the random effects model indicate a significant positive impact of agroholding affiliation on financial performance. Further analysis reveals that this positive effect might be attributed to agroholding affiliates’ better access to capital, efficient management and stimulating executive compensation systems. The paper provides empirical recommendations for policy makers and corporate executives involved in the Russian agri-food industry.","PeriodicalId":45202,"journal":{"name":"Journal of East European Management Studies","volume":"57 1","pages":""},"PeriodicalIF":0.7,"publicationDate":"2022-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"91312543","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":4,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2022-01-01DOI: 10.5771/0949-6181-2022-2-210
M. Bohatá, A. Putnova, M. Rašticová, Pavel Seknicka, Monika Szurmanova, Andrea Cebáková
This article introduces the results of the first survey of Czech civil servants specifically targeting the domain of public ethics. The survey serves a double purpose: to provide data relevant for the development of a tailor-made ethics training programme for public officials, and to answer two research questions: (1) What are the main factors influencing the core values in Czech public administration? (2) Does the existence of ethics resources contribute to an improved ethical climate in the Czech public administration as perceived by public officials? The findings show that an ethical code is the most widespread, but often the only, ethics instrument implemented in Czech public administration and that the code is not used effectively. The results also confirm a positive but weak influence of the number of ethics resources on the perception of the existence of ethical problems, and a slight direct correlation between a higher number of resources and the perception of positive ethics development in the workplace. No support is found for the assertion that the more ethics resources are used by the organisation, the greater is the importance of the organisational culture for decision-making. This empirical research illustrates that - unlike in other countries of the former Eastern Bloc - ethics has been a low-priority agenda in Czech public administration and that enhancing ethical standards, and thus increasing citizens’ trust in public services, will be a long-term process. Leadership and leading by example, alongside ethics education and training, are the avenues to pursue.
{"title":"Public Administration Ethics in the Czech Republic","authors":"M. Bohatá, A. Putnova, M. Rašticová, Pavel Seknicka, Monika Szurmanova, Andrea Cebáková","doi":"10.5771/0949-6181-2022-2-210","DOIUrl":"https://doi.org/10.5771/0949-6181-2022-2-210","url":null,"abstract":"This article introduces the results of the first survey of Czech civil servants specifically targeting the domain of public ethics. The survey serves a double purpose: to provide data relevant for the development of a tailor-made ethics training programme for public officials, and to answer two research questions: (1) What are the main factors influencing the core values in Czech public administration? (2) Does the existence of ethics resources contribute to an improved ethical climate in the Czech public administration as perceived by public officials? The findings show that an ethical code is the most widespread, but often the only, ethics instrument implemented in Czech public administration and that the code is not used effectively. The results also confirm a positive but weak influence of the number of ethics resources on the perception of the existence of ethical problems, and a slight direct correlation between a higher number of resources and the perception of positive ethics development in the workplace. No support is found for the assertion that the more ethics resources are used by the organisation, the greater is the importance of the organisational culture for decision-making. This empirical research illustrates that - unlike in other countries of the former Eastern Bloc - ethics has been a low-priority agenda in Czech public administration and that enhancing ethical standards, and thus increasing citizens’ trust in public services, will be a long-term process. Leadership and leading by example, alongside ethics education and training, are the avenues to pursue.","PeriodicalId":45202,"journal":{"name":"Journal of East European Management Studies","volume":"45 1","pages":""},"PeriodicalIF":0.7,"publicationDate":"2022-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"81310272","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":4,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2022-01-01DOI: 10.5771/0949-6181-2022-4-612
Igor Ivašković, Tomaž Čater
The purpose of this paper is to examine how human resource management (HRM) quality and cohesion in post-transitional South-East European basketball teams influence athletes’ work engagement and their contribution to their team’s performance. The model was tested with structural equation modelling on a sample of 559 basketball athletes from four South-East European countries. The results show that the perceived quality of HRM directly affects the level of athletes’ work engagement, but does not directly affect the perception of cohesion or the self-reported contribution to the team’s performance. However, athletes’ work engagement mediates the effects of the HRM and cohesion on their contribution to their team’s performance. The study’s main contribution is the finding that work engagement in the context of basketball teams from post-transitional South-East European countries represents a mediator through which HRM can affect an individual athlete’s performance.
{"title":"Factors of Athletes’ Work Engagement in South-East European Basketball Teams","authors":"Igor Ivašković, Tomaž Čater","doi":"10.5771/0949-6181-2022-4-612","DOIUrl":"https://doi.org/10.5771/0949-6181-2022-4-612","url":null,"abstract":"The purpose of this paper is to examine how human resource management (HRM) quality and cohesion in post-transitional South-East European basketball teams influence athletes’ work engagement and their contribution to their team’s performance. The model was tested with structural equation modelling on a sample of 559 basketball athletes from four South-East European countries. The results show that the perceived quality of HRM directly affects the level of athletes’ work engagement, but does not directly affect the perception of cohesion or the self-reported contribution to the team’s performance. However, athletes’ work engagement mediates the effects of the HRM and cohesion on their contribution to their team’s performance. The study’s main contribution is the finding that work engagement in the context of basketball teams from post-transitional South-East European countries represents a mediator through which HRM can affect an individual athlete’s performance.","PeriodicalId":45202,"journal":{"name":"Journal of East European Management Studies","volume":"25 1","pages":""},"PeriodicalIF":0.7,"publicationDate":"2022-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"87353623","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":4,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2022-01-01DOI: 10.5771/0949-6181-2022-3-552
B. Pató
The coronavirus pandemic has posed significant challenges to the economy within a short period. The paper deals with the relationship between the pandemic and HR management, the labour market consequences of the epidemic, and draws parallels between the current situation and the 2008–2009 downturn regarding crisis management. The paper focuses on the authors' field research, in which the effects of the pandemic on HR are analysed from three perspectives, thereby helping Hungarian managers and HR employees in the processes mentioned above. Three specific topics are addressed in this paper: first, we review international management and HR experiences related to the pandemic, and then we do the same for those in Hungary. These reviews are followed by our own empirical research on the topic. During the first wave of the pandemic, organizational behaviour was rather dominated by pessimism; however, it was also found that solutions previously considered to be impossible by management (e.g. home office, currently used across the globe) also became widespread.
{"title":"Coronavirus crisis challenges and HR responses – Hungary 2020 – framework of domestic research","authors":"B. Pató","doi":"10.5771/0949-6181-2022-3-552","DOIUrl":"https://doi.org/10.5771/0949-6181-2022-3-552","url":null,"abstract":"The coronavirus pandemic has posed significant challenges to the economy within a short period. The paper deals with the relationship between the pandemic and HR management, the labour market consequences of the epidemic, and draws parallels between the current situation and the 2008–2009 downturn regarding crisis management. The paper focuses on the authors' field research, in which the effects of the pandemic on HR are analysed from three perspectives, thereby helping Hungarian managers and HR employees in the processes mentioned above. Three specific topics are addressed in this paper: first, we review international management and HR experiences related to the pandemic, and then we do the same for those in Hungary. These reviews are followed by our own empirical research on the topic. During the first wave of the pandemic, organizational behaviour was rather dominated by pessimism; however, it was also found that solutions previously considered to be impossible by management (e.g. home office, currently used across the globe) also became widespread.","PeriodicalId":45202,"journal":{"name":"Journal of East European Management Studies","volume":"22 1","pages":""},"PeriodicalIF":0.7,"publicationDate":"2022-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"78138435","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":4,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2022-01-01DOI: 10.5771/0949-6181-2022-1-8
{"title":"Editorial Statistics 2021","authors":"","doi":"10.5771/0949-6181-2022-1-8","DOIUrl":"https://doi.org/10.5771/0949-6181-2022-1-8","url":null,"abstract":"","PeriodicalId":45202,"journal":{"name":"Journal of East European Management Studies","volume":"54 1","pages":""},"PeriodicalIF":0.7,"publicationDate":"2022-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"88310762","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":4,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2022-01-01DOI: 10.5771/0949-6181-2022-4-731
Leila Lotfi Dehkharghani, Yaghoob Maharati, J. Menzies, Donna Bridges
The silencing of women in academia is associated with a range of employment inequities. In societies where gender inequality is high women are more likely to experience a range of gender issues at work. This research note provides insights on a comparative study investigating women’s silence in Poland and Iran. The study offers novel insight into the significance of the sociocultural and political context as a factor impacting the silence of academic women. By analysing two different countries in terms of politics, religion and culture we bring new insights into the implications of silence for women.
{"title":"Comparing Polish and Iranian Women’s Silence in a University Setting","authors":"Leila Lotfi Dehkharghani, Yaghoob Maharati, J. Menzies, Donna Bridges","doi":"10.5771/0949-6181-2022-4-731","DOIUrl":"https://doi.org/10.5771/0949-6181-2022-4-731","url":null,"abstract":"The silencing of women in academia is associated with a range of employment inequities. In societies where gender inequality is high women are more likely to experience a range of gender issues at work. This research note provides insights on a comparative study investigating women’s silence in Poland and Iran. The study offers novel insight into the significance of the sociocultural and political context as a factor impacting the silence of academic women. By analysing two different countries in terms of politics, religion and culture we bring new insights into the implications of silence for women.","PeriodicalId":45202,"journal":{"name":"Journal of East European Management Studies","volume":"44 1","pages":""},"PeriodicalIF":0.7,"publicationDate":"2022-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"76846264","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":4,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2021-03-23DOI: 10.5771/0949-6181-2021-1-147
Özgür Atılgan
Despite institutionalisation having a potential impact on the financial performance of public family businesses in an emerging economy, attempts to measure it at the organisational level have been rare. In this context, drawing on old institutional theory, in this study, institutionalisation is addressed as a multidimensional construct that comprises formalisation, professionalisation, transparency, accountability, fairness and responsibility. Moreover, the impact of institutionalisation on financial performance is examined based on profitability ratios. Applying data obtained from 150 public family businesses in the 2011-2015 period, the results demonstrate that the institutionalisation level and board size have a positive significant effect on return on equity (ROE), while the firm size, board size and the percentage of independent members of the board have a positive significant effect on the return on assets (ROA).
{"title":"Family Business Institutionalisation: Impact on binancial Performance in an emerging Economy","authors":"Özgür Atılgan","doi":"10.5771/0949-6181-2021-1-147","DOIUrl":"https://doi.org/10.5771/0949-6181-2021-1-147","url":null,"abstract":"Despite institutionalisation having a potential impact on the financial performance of public family businesses in an emerging economy, attempts to measure it at the organisational level have been rare. In this context, drawing on old institutional theory, in this study, institutionalisation is addressed as a multidimensional construct that comprises formalisation, professionalisation, transparency, accountability, fairness and responsibility. Moreover, the impact of institutionalisation on financial performance is examined based on profitability ratios. Applying data obtained from 150 public family businesses in the 2011-2015 period, the results demonstrate that the institutionalisation level and board size have a positive significant effect on return on equity (ROE), while the firm size, board size and the percentage of independent members of the board have a positive significant effect on the return on assets (ROA).","PeriodicalId":45202,"journal":{"name":"Journal of East European Management Studies","volume":"11 1","pages":""},"PeriodicalIF":0.7,"publicationDate":"2021-03-23","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"73684546","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":4,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2021-03-23DOI: 10.5771/0949-6181-2021-1-73
L. Kubíčková, Barbora Chudá
The definition of a successful company is not uniform in the scientific literature, and the determinants of a company’s success can vary from one business sector to another. Based on a study of 16 Czech engineering companies, this paper defines the success of an engineering company as a state when the company achieves the satisfaction and stability of external and internal interest groups (especially employees), contributing to its healthy development, technological expansion and long-term sustainability through marketable products or services and sufficient resources to finance that state. This definition is consistent with the results of studies such as Fortune and White (2006), Zarina et al. (2014), Arcić (2018), Mahanti (2018) or Amuda-Yusuf (2018). In the Czech engineering environment, marketing can generally be considered a key factor, and within the marketing mix, pricing policy and especially product. The breadth and depth of the products provided and their high quality also play a significant role. Furthermore, human resources are a key factor in the success of the Czech engineering company, where the emphasis is placed on the stability and loyalty of employees and their positive attitude to work, and research, development and innovation are mentioned as another key success factor. Surprisingly, financial factors were not listed as the main determinants of success.
在科学文献中，成功公司的定义并不统一，公司成功的决定因素可能因业务部门而异。本文通过对捷克16家工程公司的研究，将工程公司的成功定义为这样一种状态，即公司通过适销对路的产品或服务和充足的资源来实现外部和内部利益群体(尤其是员工)的满意和稳定，从而有助于公司的健康发展、技术扩张和长期可持续发展。这一定义与Fortune and White(2006)、Zarina et al.(2014)、arciki(2018)、Mahanti(2018)或Amuda-Yusuf(2018)等研究的结果一致。在捷克的工程环境中，营销通常可以被认为是一个关键因素，在营销组合中，定价政策，特别是产品。所提供产品的广度和深度及其高质量也起着重要作用。此外，人力资源是捷克工程公司成功的关键因素，捷克工程公司强调员工的稳定性和忠诚度以及他们积极的工作态度，研究、开发和创新是另一个关键的成功因素。令人惊讶的是，经济因素并没有被列为成功的主要决定因素。
{"title":"Key success factors of engineering company (Case of Czech engineering industry)","authors":"L. Kubíčková, Barbora Chudá","doi":"10.5771/0949-6181-2021-1-73","DOIUrl":"https://doi.org/10.5771/0949-6181-2021-1-73","url":null,"abstract":"The definition of a successful company is not uniform in the scientific literature, and the determinants of a company’s success can vary from one business sector to another. Based on a study of 16 Czech engineering companies, this paper defines the success of an engineering company as a state when the company achieves the satisfaction and stability of external and internal interest groups (especially employees), contributing to its healthy development, technological expansion and long-term sustainability through marketable products or services and sufficient resources to finance that state. This definition is consistent with the results of studies such as Fortune and White (2006), Zarina et al. (2014), Arcić (2018), Mahanti (2018) or Amuda-Yusuf (2018). In the Czech engineering environment, marketing can generally be considered a key factor, and within the marketing mix, pricing policy and especially product. The breadth and depth of the products provided and their high quality also play a significant role. Furthermore, human resources are a key factor in the success of the Czech engineering company, where the emphasis is placed on the stability and loyalty of employees and their positive attitude to work, and research, development and innovation are mentioned as another key success factor. Surprisingly, financial factors were not listed as the main determinants of success.","PeriodicalId":45202,"journal":{"name":"Journal of East European Management Studies","volume":"18 1","pages":""},"PeriodicalIF":0.7,"publicationDate":"2021-03-23","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"84340905","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":4,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2021-03-23DOI: 10.5771/0949-6181-2021-1-10
Petar Gidaković, Barbara Čater
This paper aims to improve the understanding of outcomes of service recovery in a post-transition context by examining the relationships between four dimensions of perceived justice and service recovery satisfaction (SRS), positive word of mouth (PWOM) and repurchase intentions. Results from a survey of 217 Slovenian telecommunications customers with actual recovery experiences reveal that distributive, informational and interpersonal (but not procedural) justice are positively related to SRS, which acts as a mediator between these three justice dimensions and repurchase intentions and PWOM. Further analysis indicates that duration of customer-firm relationship negatively moderates the link between interpersonal justice and SRS. These findings provide a theoretical explanation of inconsistent findings in previous studies regarding the importance of interactional justice. For managers, our findings indicate that service providers should always pay attention to providing fair compensation, truthful information and fair interpersonal treatment to complainants, while the interpersonal treatment during service recovery matters even more to customers whose relationships with the provider are in the development phase.
{"title":"Perceived justice and service recovery satisfaction in a post-transition economy","authors":"Petar Gidaković, Barbara Čater","doi":"10.5771/0949-6181-2021-1-10","DOIUrl":"https://doi.org/10.5771/0949-6181-2021-1-10","url":null,"abstract":"This paper aims to improve the understanding of outcomes of service recovery in a post-transition context by examining the relationships between four dimensions of perceived justice and service recovery satisfaction (SRS), positive word of mouth (PWOM) and repurchase intentions. Results from a survey of 217 Slovenian telecommunications customers with actual recovery experiences reveal that distributive, informational and interpersonal (but not procedural) justice are positively related to SRS, which acts as a mediator between these three justice dimensions and repurchase intentions and PWOM. Further analysis indicates that duration of customer-firm relationship negatively moderates the link between interpersonal justice and SRS. These findings provide a theoretical explanation of inconsistent findings in previous studies regarding the importance of interactional justice. For managers, our findings indicate that service providers should always pay attention to providing fair compensation, truthful information and fair interpersonal treatment to complainants, while the interpersonal treatment during service recovery matters even more to customers whose relationships with the provider are in the development phase.","PeriodicalId":45202,"journal":{"name":"Journal of East European Management Studies","volume":"23 1","pages":""},"PeriodicalIF":0.7,"publicationDate":"2021-03-23","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"73720707","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":4,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
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