Abstract

The purpose of this study is to investigate the effects of perceived justice dimensions on consumer attitude (Satisfaction with the recovery, overall firm satisfaction and trust) and repurchase intentions by considering the role of corporate image. Totally, 400 questionnaires were distributed to university students, that 380 questionnaires were used for the final analysis, which the results from analysis of them based on simple linear regression and multiple hierarchical regression show that distributive justice has a positive influence on satisfaction with the recovery and consumers’ trust; Procedural justice has a positive influence on satisfaction with the recovery, overall firm satisfaction and repurchase intentions; Interactional justice has a positive influence on satisfaction with the recovery, consumers’ trust and repurchase intentions; Satisfaction with the recovery has a positive influence on consumers’ trust, overall firm satisfaction and repurchase intentions; Consumers’ trust has a positive influence on repurchase intentions; Overall firm satisfaction has a positive influence on repurchase intentions. The study also showed that corporate image plays a moderating role in the relationship between perceived justice dimensions and overall firm satisfaction, consumers’ trust and repurchase intentions; also corporate image plays a moderating role in the relationship between interactional justice and satisfaction with the recovery. However, the moderating role of corporate image was not found in the relationship between distributive justice, procedural justice and satisfaction with the recovery.

Keywords:

Consumers, corporate image, overall firm satisfaction, perceived justice dimensions, repurchase intentions, satisfaction with the recovery,

References

Competing interests

The authors have no competing interests.

Open Access Policy

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Copyright

The authors have no competing interests.