Abstract
PurposeThe purpose of this paper is to test a research model based on the cause-and-effect relationships between perceived justice, service satisfaction and behavioral intention.Design/methodology/approachThis paper is based on a questionnaire survey with service receivers in the Mexican telecom industry.FindingsThere are significant relationships between international/distributive justice and service satisfaction, as well as between service satisfaction and behavioral intention.Research limitations/implicationsThe research model tested appears not to be context- and time-specific, but valid across contexts and through time.Practical implicationsThe cause-and-effect relationships between perceived justice, service satisfaction and behavioral intention provide useful insights into service recovery strategies.Originality/valueThis paper provides additional empirical substantiations to existing theory and previous studies.
Sign-in/Register to access full text options 
Talk to us
Join us for a 30 min session where you can share your feedback and ask us any queries you have
Schedule a callMore From: International Journal of Quality and Service Sciences
Disclaimer: All third-party content on this website/platform is and will remain the property of their respective owners and is provided on "as is" basis without any warranties, express or implied. Use of third-party content does not indicate any affiliation, sponsorship with or endorsement by them. Any references to third-party content is to identify the corresponding services and shall be considered fair use under The CopyrightLaw.
