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The influence of justice in the retail failure recovery process

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  • Marcos Antonio da Silva
  • Evandro Luiz Lopes

Abstract

The primary purpose of this study is to identify the role of perceived justice in its tridimensional structure through the antecedents of loyalty in a service failure recovery scenario. Therefore, we carried out a survey of 604 consumers from a large Brazilian retail company database. Through structural equation modeling, we identified the relationships between justice and satisfaction (r²=0.61), perceived quality (r²=0.47) and trust (r²=0.5). In addition, we identified how these constructs relate to loyalty (r²=0.70) after the failure has been remedied.

Suggested Citation

  • Marcos Antonio da Silva & Evandro Luiz Lopes, 2014. "The influence of justice in the retail failure recovery process," RAC - Revista de Administração Contemporânea (Journal of Contemporary Administration), ANPAD - Associação Nacional de Pós-Graduação e Pesquisa em Administração, vol. 18(1), pages 37-58.
    • Handle: RePEc:abg:anprac:v:18:y:2014:i:1:1020
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