Perceived justice and service recovery satisfaction in a post-transition economy

This paper aims to improve the understanding of outcomes service recovery in a post-transition context by examining relationships between four dimensions perceived justice and satisfaction (SRS), positive word mouth (PWOM) repurchase intentions. Results from survey 217 Slovenian telecommunications customers with actual experiences reveal that distributive, informational interpersonal (but not procedural) are positively related SRS, which acts as mediator these three intentions PWOM. Further analysis indicates duration customer-firm relationship negatively moderates link SRS. These findings provide theoretical explanation inconsistent previous studies regarding importance interactional justice. For managers, our indicate providers should always pay attention providing fair compensation, truthful information treatment complainants, while during matters even more whose provider development phase.