The Determinants of Customer Satisfaction after Service Failure and Recovery

The customer satisfaction after service failure and recovery is one of the most important issues of service marketing research. A deep literature suggests that most researchers have tried to explain customer satisfaction after service failure and recovery from perceived justice, perceived quality or perceived value. In this research, we integrate these three viewpoints into a single framework, and try to compare their explanation power. Research shows that perceived justice and perceived value influence satisfaction directly, while perceived quality only effects satisfaction indirectly. We also reveal the relationships among these three factors.