Perceived Justice in Service Recovery: Study of Experimental Design on Indonesian Customers

This study examines the model of consumer perceptions of service recovery in the context of service failure. Adopting the concept of justice theory, this study is to investigate the influence of perceived justice and its impact on recovery satisfaction. The data used in this study were collected based on laboratory experimental design. The 381 graduate students were recruited from Atma Jaya Yogyakarta University and Gadjah Mada University,...