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

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  • Rosemary Matikiti
  • Mornay Roberts-Lombard
  • Mercy Mpinganjira

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.

Suggested Citation

  • Rosemary Matikiti & Mornay Roberts-Lombard & Mercy Mpinganjira, 2018. "The Influence of Perceived Justice on Recovery Satisfaction in the Airline Industry," Journal of African Business, Taylor & Francis Journals, vol. 19(4), pages 512-530, October.
    • Handle: RePEc:taf:wjabxx:v:19:y:2018:i:4:p:512-530
    DOI: 10.1080/15228916.2018.1475784
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    Cited by:

    1. Antonio Kuzmanić & Jasmina Dlačić & Borut Milfelner, 2023. "Service Recovery Satisfaction and Commitment in the Context of Spectator Sport Industry: Study on Croatian Football Consumers," Central European Business Review, Prague University of Economics and Business, vol. 2023(2), pages 61-85.

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