Microsoft Word 2007 ichrie conference Proceedings Final-Final 06-06-07. doc

Procedural justice (
α
 = .895) 
My complaint was handled in a very timely manner 
My complaint was not resolved as quickly as it should have been (R) 
The procedure for handling my complaint was complicated (R)
The employee made an effort to adjust the procedure of 
handling my complaint according to my needs 
.969 
.829 
.848 
.990 
65.407 
31.679 
34.083 
-
a
.938 
.686 
.720 
.981 
.625 .874 
Satisfaction (
α
 = .903)
 
Overall, I am satisfied with the service I received
I am satisfied with the manner in which the service failure was 
resolved
A hotel’s response to the service failure was better than expected
I now have a more positive attitude toward A hotel 
.797
.866
.916 
.877 
23.228
27.471
-
28.565
.636 
.750 
.839 
.768 
.625 .844