Abstract
The purpose of this study is to analyze the effect of service recovery justice on quality of relationship and customer loyalty. For this, the study conducted questionnarie surveys directly at golf ranges situated in Gyeonggi-do from April through June, 2017. Collected data then underwent frequency analysis, reliability analysis and correlation analysis through SPSS 21.0 as well as confirmatory factor analysis and structural equation model analysis through AMOS 18.0. The study drew findings as follows. First, in terms of service justice and quality of relationship, distributive justice had a positive effect on reliability, while interactional justice and procedural justice had a positive effect on reliability, satisfaction and commitment. Second, in terms of quality of relationship and customer loyalty, reliability and satifsaction had a positive effect on customer loyalty, whereas commitment had no effect on customer loyalty. Third, in terms of service justice and customer loyalty, interactional justice had a positive effect on customer loyalty, whereas distributive justice and procedural justice had no effect on customer loyalty.
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