Exploring the relationships between perceived justice and service recovery outcomes

Abstract

Introduction: Service sector is a very important and fast-growing industry in the global era. Most firms work hard to satisfy their customers by providing high quality service in order to keep them happy and to differentiate from their competitors. Although the service companies try their best, it is quite hard for them to provide 100% error-free service. Implying efficient service recovery strategies is a must for service firms due to the fact that service failures are inevitable and occur at some point of the service encounter. Successful service recovery strategies mostly rely on whether the customers perceive them fair or not. Thus, the concept of perceived justice which has three dimensions(distributional, procedural and interactional) is so important for the customers for evaluating service recovery.