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

 
2007 Annual International CHRIE Conference & Exposition 
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The purpose of this study is to assess the relative effects of distributive, interactional, and procedural justice 
on customer satisfaction with the service recovery and customer relationship variables: trust, commitment, and 
loyalty. Additionally, this study investigates the relationships between satisfaction with recovery, trust, commitment, 
and loyalty. Satisfaction with recovery serves as the mediator between the three dimensions of perceived justice and 
post-recovery relationship variables.