Abstract
ABSTRACTThe present study advances the literature by examining the meditating roles of postrecovery satisfaction in the relationships between distributive and interactional justices, and postrecovery attitudes. The model is empirically tested using survey data collected from 600 telecommunications service customers; and analyzed using partial least squares technique. Results indicate that postrecovery satisfaction partially mediates the perceptions of justice in the recovery process and service quality as well as repurchase intention. It is the first study to examine postrecovery satisfaction as a mediator in understanding the impact of recovery justice (antecedent) on service quality (consequence) in the telecommunications service context.
Sign-in/Register to access full text options 
Free) 
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 call
