Perceived justice and service recovery satisfaction in a post-transition economy 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 justiceand service recovery satisfaction (SRS), positive word of mouth (PWOM) and repurchase intentions. Results from a survey of 217 Slovenian telecommunications customers with actualrecovery 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 justiceand SRS. These findings provide a theoretical explanation of inconsistent findings in previousstudies regarding the importance of interactional justice. For managers, our findings indicatethat service providers should always pay attention to providing fair compensation, truthful information and fair interpersonal treatment to complainants, while the interpersonal treatmentduring service recovery matters even more to customers whose relationships with the providerare in the development phase. 2021 2021-04-28 08:29:29 1033 complaints, satisfaction, service recovery, justice theory, positive WOM, repurchase intentions postsocialistične dežele, post-tranzicija, trženje, potrošnik, zadovoljstvo dk_c Petar Gidaković 70 Barbara Čater 70 UDK 4 339.138 ISSN pri članku 9 0949-6181 DOI 15 10.5771/0949-6181-2021-1-10 COBISS_ID 3 57475587 RAZ_Gidakovic_Petar_2021.pdf 521747 Predstavitvena datoteka 2021-04-28 08:37:12 0 Predstavitvena datoteka 2021-04-28 08:39:43