Customer satisfaction towards service recovery – A justice theory perspective

Abstract

Based on the justice theory, this study investigates the impacts of three justice factors,namely distributive justice, procedural justice and interactional justice, on customer’satisfaction and positive word-of-mouth. A survey data  of 566 diners of restaurants in HCMC was used. The results show that interactional justice and distributive justicehave positive impacts on customer satisfaction, which in turn, influences customer’spositive word-of-mouth. Thus, service provider can get customer satisfaction again by focusing on how rather than what to recover the service failure.