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

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

Author: 
Matikiti, Rosemary
Place: 
Oxon
Publisher: 
Taylor & Francis Group
Date published: 
2018
Record type: 
Responsibility: 
Roberts-Lombard,Mornay, jt. Auhtor
Mpinganjira, Mercy, jt. auhtor
Journal Title: 
Journal of African Business
Source: 
Journal of African Business Vol 19 No 4 October 2018 pp. 512-530
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.

Language: 

CITATION: Matikiti, Rosemary. The Influence of Perceived Justice on Recovery Satisfaction in the Airline Industry . Oxon : Taylor & Francis Group , 2018. Journal of African Business Vol 19 No 4 October 2018 pp. 512-530 - Available at: http://library.au.int/influence-perceived-justice-recovery-satisfaction-airline-industry