The Influence of Perceived Justice on Recovery Satisfaction in the Airline Industry

Rosemary Matikiti, Mornay Roberts-Lombard, Mercy Mpinganjira

Research output: Contribution to journalArticlepeer-review

9 Citations (Scopus)

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 languageEnglish
Pages (from-to)512-530
Number of pages19
JournalJournal of African Business
Volume19
Issue number4
DOIs
Publication statusPublished - 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

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