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Study on Service Recovery Satisfaction

This study reviewed results currently available on antecedents of service recovery satisfaction, especially on the effects of perceived justice. Based on expectation-disconfirmation paradigm and justice theory, we proposed and empirically examined the model of service recovery satisfaction. The results showed that outcome justice and procedural justice are the direct antecedents of service recovery satisfaction and there are great possibilities that customers evaluate them through their respective disconfirmation with expectation and performance.