Microsoft Word 2007 ichrie conference Proceedings Final-Final 06-06-07. doc

Hypotheses Testing
Hypotheses testing generally led to support for most of the hypotheses. H1a, H1b, and H1c posited the 
positive relationships between three elements of perceived justice and satisfaction with service recovery. Procedural 
(
γ
11
= .059, 
p
<.05), interactional (
γ
12
= .346, 
p
<.01), and distributive justice perception (
γ
13
= .654,
 p
<.01), all had 
significant influences on satisfaction with service recovery, thereby lending support for H1a, H1b, and H1c (see 
Table 2). Satisfaction with service recovery (
β
21 
=.714, 
p
<.01) was positively associated with trust. Therefore, H2 
was supported. However, satisfaction with service recovery (
β
31 
=.048) was not positively related to commitment. 
Therefore, H3 did not receive empirical support. Trust (
β
32 
=.797, 
p
<.01) had a significant effect on commitment. 
Hence, H4 was supported. Satisfaction with service recovery (
β
41 
=.797, 
p
<.01), trust (
β
42 
=.797, 
p
<.01), and 
commitment (
β
43 
=.797, 
p
<.01) were found to have significant effects on loyalty, thereby H5, H6, and H7 were 
supported.