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

 
2007 Annual International CHRIE Conference & Exposition 
181
PERCEIVED JUSTICE AND HOTEL GUEST RELATIONSHIP BUILDING: THE MEDIATIONAL 
ROLE OF RECOVERY SATISFACTION 
 
Woody G. Kim 
Florida State University/Dedman School of Hospitality 
Tallahassee, FL, USA 
 
ABSTRACT 
The purpose of this study is to examine the relative influences of distributive, interactional, and procedural
justice on recovery satisfaction and subsequent hotel guest relationship buildings: trust, commitment, and loyalty. 
On-site survey was administered to collect data from guests who experienced a service failure at luxury hotels. The 
effect of distributive justice on recovery satisfaction was stronger than those of interactional and procedural justice. 
Since interactional and distributive justice have significant effects on trust and commitment via recovery 
satisfaction, satisfaction was found to be an important mediating variable. The meidational role of commitment 
between trust and loyalty was substantial.