The influence of justice in the retail failure recovery process
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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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