Service Business

, Volume 7, Issue 3, pp 419–435 | Cite as

The relationship between informational justice, recovery satisfaction, and loyalty: the moderating role of failure attributions

Empirical article


The purpose of this study is to explore the relationship between informational justice, recovery satisfaction, and customer loyalty, as well as the moderating role of failure attributions, concerning the link between informational justice and recovery satisfaction. Data were gathered by means of survey from airline passengers who experienced a failure and, subsequently, a recovery within the past 1 year. The current study extends previous research by incorporating informational justice, as well as investigating the impact of stability and controllability attributions, within the existing framework of customers’ post-recovery evaluations. The results of this study found that failure attributions (stability, the frequency of failures, and controllability, whether the airline is responsible for the situation) moderate the relationship between informational justice and recovery satisfaction. The findings also confirmed that there is a positive and significant relationship between recovery satisfaction and loyalty.


Service failure Informational justice Recovery satisfaction Stability Controllability Loyalty 


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Copyright information

© Springer-Verlag 2012

Authors and Affiliations

  • Davoud Nikbin
    • 1
  • Ishak Ismail
    • 2
  • Malliga Marimuthu
    • 2
  1. 1.School of ManagementUniversiti Sains MalaysiaGelugorMalaysia
  2. 2.School of ManagementUniversiti Sains MalaysiaPenangMalaysia

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