The effects of perceived justice on service recovery and customers trust in domestic airline companies

The effects of perceived justice on service recovery and customers trust in domestic airline companies Mahdi Kazemi Assistant professor, Sistan & Baluchestan University Yahya Barid Nazif M.A of Sistan & Baluchestan University Abstract Failures and consequent complaints that are inevitable whenever any service is provided, requires a well known logical regulations to handle the customers' complaints. The purpose of the present study is to investigate the effect of the perceived justice of the airline customers in the process of resolving their complaints, on their favorites and also the consequent trust in the respective company. To this end, ۲۷۳ questionnaires were distributed among the passengers of Mashhad's Shahid Hasheminejad International Airport, who had faced at least one service failure in the recent last two years and had complained to the respective company. Structural Equation Modeling approach was applied to process and analyze research data. The results have confirmed the effect of all aspects of justice on the extent to which the costumers feel satisfied by the service recovery. It was shown that the interactional justice leads to the maximum recovery satisfaction and procedural and distributive justices stand after it. Also the effect of the costumers' satisfaction of the service recovery on their trust has been confirmed. Key words: Service recovery, Distributive justice, Procedural justice, Interactional justice, Trust