The Effects of Perceived Justice on Customers' Recovery Satisfaction and Customers' Trust in Domestic Airline Companies

Since failures are inevitable where any service is offered, the subsequent complaints are predictable, and thus, considering suitable policies to handle the customers' complaints is essential. The purpose of the present study is to investigate the effect of the perceived justice by the airline customers in the process of resolving their complaints on their satisfaction and also the consequent trust in the respective company. To this end, 273 questionnaires were distributed among the passengers of Mashhad Shahid Hasheminejad International Airport, who had at least one service failure in the last two years and had complained to the respective company. Structural Equition Modeling approach has applied to analyze the results. The results verified the effect of each aspect of justice. The study has shown that the interactional justice leads to the maximum recovery satisfaction and procedural and distributive justices stand after it. Moreover, the effect of the recovery satisfaction on customers' trust is verified too.