Perceived justice in service recovery and behavioral intentions: the role of relationship quality.

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Transformational leadership and service recovery performance: The mediating effect of emotional labor and the influence of culture (2019, background): “sitive outcomes, including customer satisfaction, customer loyalty, positive word of mouth, and intent to purchase (Ha and Jang, 2009; Liao, 2007; Lin, 2010a).”
The relationship of service failure severity, service recovery justice and perceived switching costs with customer loyalty in the context of e-tailing (2011, background): “Previous research has suggested hat recovery efforts to resolve service failures are crucial in order to aintain relationships with existing customers (Ha & Jang, 2009). lodgett et al. (1997) also contended that perceived justice in serice recovery affects customer behavioral intentions.”
Satisfaction and post-purchase intentions with service recovery of online shopping websites: Perspectives on perceived justice and emotions (2012, background): “Justice theory has received many attentions as a theoretical framework for service recovery studies (Ha & Jang, 2009; Hoffman & Kelley, 2000; Maxham III, 2001; Schoefer, 2008; Smith, Bolton, & Wagner, 1999; Sparks & McColl-Kennedy, 2001; Tax, Brown, & Chandrashekaran, 1998; Wirtz & Mattila, 2004).”