The influence of justice in the retail failure recovery process

Marcos Antonio da Silva and Evandro Luiz Lopes

RAC - Revista de Administração Contemporânea (Journal of Contemporary Administration), 2014, vol. 18, issue 1, 37-58

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.

Date: 2014
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