Abstract:

The current study examines the antecedents of recovery satisfaction among 338 customers who experienced problems at casual restaurants in Malaysia. Data was analyzed using Structural Equation Modelling (SEM) technique via the utilization of Analysis of Moments Structures (AMOS). Findings indicate that distributive justice, procedural justice, and interactional justice were significantly related to customers’ post-recovery satisfaction. Interactional justice demonstrates the strongest effect on recovery satisfaction compared to the other two dimensions. The study has enhanced the understanding of the antecedents of recovery satisfaction and has implications for marketing researchers and restaurateurs. It also confirms the appropriateness of justice theory in examining service recovery efforts executed by the restaurateurs. Further suggestions for future research are offered.