Examining antecedents of reconciliation following service failure and recovery

This article examines antecedents of reconciliation following service failure and recovery including likability of service personnel, customer satisfaction with service recovery, interactional justice, and distributive justice. This study utilizes a 2 (low vs. high distributive justice) × 2 (low vs. high interactional justice) × 2 (low vs. high likability of customer service agent) scenario design in a retail environment in which a customer...