The influence of justice in the retail failure recovery process



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Marcos Antonio da Silva
Evandro Luiz Lopes

Abstract

The primary purpose of this study is to identify the role of perceived justice in its tridimensional structure through the antecedents of loyalty in a service failure recovery scenario. Therefore, we carried out a survey of 604 consumers from a large Brazilian retail company database. Through structural equation modeling, we identified the relationships between justice and satisfaction (r²=0.61), perceived quality (r²=0.47) and trust (r²=0.5). In addition, we identified how these constructs relate to loyalty (r²=0.70) after the failure has been remedied.

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How to Cite
Silva, M. A. da, & Lopes, E. L. (1). The influence of justice in the retail failure recovery process. Journal of Contemporary Administration, 18(1), 37-58. https://doi.org/10.1590/S1415-65552014000100004
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