The Effects of Interactional Justice on Recovery Satisfaction and Its Relation to Affective Commitment: A Conceptual Paper

چکیده مقاله

Drawing on consumer behavior and service marketing literature, service recovery strategy needs investigation to better understand the customer’s responses. In particular, it is necessary to investigate the factors that may influence customers’ perceptions of the recovery process, this paper aims to propose a framework to further investigate in area of recovery satisfaction and proposes a model to examine the effects of international justice on recovery satisfaction and its relation to affective commitment. It contributes to the literature as it considers recovery satisfaction as mediator for the relationship between interactional justice and affective commitment. This will help researchers to develop their model and investigate more in terms of interactional justice and recovery satisfaction with in turn helps service companies to built effective strategies to gain recovery satisfaction.

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