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

LITERATURE REVIEW AND HYPOTHESES 
Perceived justice and satisfaction with the recovery 
Extant research (e.g., Blodgett et al., 1997; Karatepe, 2006) indicated that perceived justice of the recovery 
efforts after service failure could affect satisfaction with the recovery. Many of them insisted that the degree of the 
influence would vary according to the types of justice itself (Blodgett et al., 1997; Tax et al., 1998). For example, 
Tax et al. (1998) concluded that distributive justice has a stronger impact on satisfaction than other types of justice. 
On the other hand, Blodgett et al. (1997) stated that the interactional justice was the most important determinant of 
satisfaction followed by distributed justice. Consistent with Blodgett et al.’s (1997) findings, Karatepe (2006) 
disclosed that interactional justice has a greater influence on hotel guests’ satisfaction with complaint handling than 
do distributive and procedural justice. Ok, Back, and Shanklin (2005) showed that procedural justice had the largest 
influence on recovery satisfaction in a restaurant setting followed by distributive and interactional justice. In 
summary, the following hypotheses are proposed:
Hypothesis 1
: Perceived justice has a positive effect on satisfaction with the recovery.
Hypothesis 1a:
Procedural justice has a positive effect on satisfaction with the recovery.
Hypothesis 1b:
Interactional justice has a positive effect on satisfaction with the recovery.
Hypothesis 1c:
Distributive justice has a positive effect on satisfaction with the recovery.