The purpose of this paper is to investigate the importance of successful service recovery in the airline sector by examining the interrelationship between perceived justice, recovery satisfaction and overall satisfaction, customer trust and customer loyalty. Furthermore, the research assesses the mediating effect of overall satisfaction and customer trust on customer loyalty.,Data were collected via an airport intercept survey of Malaysia Airlines passengers who had experienced service failure. In total, 380 responses were used for the final analysis. The study uses partial least squares structural equation modelling technique with SmartPLS 3.0, in order to test and validate the research model and hypotheses posited.,The results reveal that: recovery satisfaction is significantly affected by procedural and interactional justice; distributive and procedural justice, as well as recovery satisfaction influenced overall satisfaction; customer trust is most influenced by interactional justice, distributive justice and recovery satisfaction; customer loyalty is positively affected by customer trust, overall satisfaction and recovery satisfaction; and the influence amongst recovery satisfaction and customer loyalty is partially mediated by customer trust and overall satisfaction.,The study contributes to a whole conceptual comprehension of the essential determinants of customer loyalty from the combined perspectives of three theories, namely, justice theory, expectancy disconfirmation theory and commitment-trust theory. This study successfully differentiates the three dimensions of perceived justice and assesses them individually to discern and compare their influence on overall satisfaction, recovery satisfaction and trust. In addition, the study finds that the influence of recovery satisfaction on loyalty is partially and sequentially mediated by trust and overall satisfaction.

中文翻译：

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飞还是不飞？对马航乘客的信任，恢复后满意度和忠诚度的实证研究

本文的目的是通过检查感知的正义，恢复满意度与总体满意度，客户信任度和客户忠诚度之间的相互关系，来研究成功的恢复在航空业中的重要性。此外，该研究评估了整体满意度和客户信任度对客户忠诚度的中介作用。数据是通过对经历过服务故障的马来西亚航空乘客进行的机场拦截调查收集的。总共380个响应用于最终分析。为了检验和验证研究模型和假设，本研究采用偏最小二乘结构方程模型技术和SmartPLS 3.0，以验证和验证研究结果。分配和程序正义，以及恢复满意度影响了总体满意度；客户信任受互动公正，分配公正和恢复满意度的影响最大；客户的信任度，总体满意度和恢复满意度对客户忠诚度产生积极影响；顾客满意度和顾客忠诚度之间的关系部分地由顾客信任和整体满意度来调节。本研究从正义理论，期望不确认这三种理论的组合视角，对顾客忠诚度的主要决定因素进行了整体概念理解。理论和承诺信任理论。这项研究成功地区分了感知正义的三个维度，并对其进行了单独评估，以识别和比较它们对整体满意度，恢复满意度和信任的影响。此外，研究发现，恢复满意度对忠诚度的影响部分和顺序地由信任和整体满意度介导。