Abstract
This study examines the influence of perceived justice on customer satisfaction with service recovery and on the future behavioral intentions of customers in the airline industry. The study uses an exploratory research design that is quantitative in nature. Questionnaires were used to collect data, and structural equation modeling was used for hypothesis testing. The study revealed that the three dimensions of perceived justice, namely interactional, distributive and procedural justice, influence satisfaction with service recovery in the South African airline industry. However, only interactional and distributive justice had a positive influence on future behavioral intention.
| Original language | English |
|---|---|
| Pages (from-to) | 512-530 |
| Number of pages | 19 |
| Journal | Journal of African Business |
| Volume | 19 |
| Issue number | 4 |
| DOIs | |
| Publication status | Published - 2 Oct 2018 |
Keywords
- Perceived justice
- South African airline industry
- customer delight
- customer satisfaction
- initial negative affect
ASJC Scopus subject areas
- Geography, Planning and Development
- Development