This study investigated the relationships among justice dimensions (distributive, procedural, interpersonal, and informational), university image, service recovery satisfaction, and customer behavioural outcomes (trust, word of mouth, repurchase intention, and loyalty). This study adopted a cross-sectional survey approach and data were collected through a survey of 303 students of Open University Malaysia in Malaysia who experienced service failure and service recovery. The framework was tested via partial least square structural equation modelling, and the results revealed a significant relationship between justice dimensions and service recovery satisfaction in terms of procedural and interpersonal justice. Service recovery satisfaction had a significant effect on all customer behavioural outcomes investigated. University image did not have a moderating effect on the relationship between justice dimensions and service recovery satisfaction. Theoretical and practical implications of the study are discussed in this paper.

中文翻译：

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马来西亚一所远程开放式高等教育机构服务恢复满意度的实证研究

这项研究调查了司法维度（分配性，程序性，人际关系和信息性），大学形象，服务恢复满意度和客户行为结果（信任，口碑，回购意向和忠诚度）之间的关系。这项研究采用横断面调查方法，并通过对马来西亚开放大学的303名服务失败和服务恢复的学生进行调查收集了数据。通过偏最小二乘结构方程模型对框架进行了测试，结果揭示了司法维度与服务恢复满意度之间在程序和人际正义方面的显着关系。服务恢复满意度对调查的所有客户行为结果都有重要影响。大学形象对司法尺度与服务恢复满意度之间的关系没有影响。本文讨论了这项研究的理论和实践意义。