Structural Relations among Perceived Justice of Service Recovery, Customer's Emotion and Satisfaction : Focusing on Airline Complaint Customers

서비스회복 공정성지각, 고객의 감정반응 및 회복만족 간의 구조적 관계 : 항공사 불평고객을 대상으로

  • Received : 2011.01.11
  • Accepted : 2011.04.19
  • Published : 2011.05.28


The objective of this study was to explain structural relations among perceived justice of service recovery, customer's emotion and satisfaction in the airline service sector. For this purpose, using a sample of 272 airline service customers who experienced complaints with airline service, we investigate the effects of the dimensions of perceived justice on the emotions triggered by service recovery. In this study, 4 hypotheses based on literature reviews were employed. The data and hypotheses were examined using Structural Equation Modeling(SEM) by AMOS. The main findings are as follows. Firstly, procedural justice has an effect on both positive and negative emotions. Secondly, both interaction justice and distributive justice have effects on positive emotion but not on negative emotion. Lastly, only positive emotion has influence on recovery satisfaction.


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