The Effect of Service Recovery Strategies on Satisfaction with the Recovery: The Mediating Role of Distributive Justice

Abstract

The aim of this study was to test the effect of the Service Recovery Strategies on the Satisfaction with the Recovery, as well as testing the effect of Service Recovery Strategies on Distributive Justice. The study also aimed to identify the effect of Distributive Justice on the Satisfaction with the Recovery, as well as the test of the mediation role of Distributive Justice in the relationship between Service Recovery Strategies and the Satisfaction with the Recovery. The study was applied to a sample of (354) customers of the Internet companies in Egypt. Data analyzed using the SPSS program Data, as well as the AMOS program to test the quality of compatibility between data collected and theoretical data, and the Structural equation modeling to test the hypotheses of the study. The results of the study showed that, there is a positive significant effect of some Service Recovery strategies and Distributive Justice on the Satisfaction with the Recovery. Also, there is a positive significant effect of some Service Recovery strategies on Distributive Justice. The study also found that the Distributive Justice mediated in the relationship between the Service Recovery Strategies and the Satisfaction with the Recovery. Based on these results was presented a set of recommendations, as well as suggest some future studies relevant to the subject of the study.