The aim of this paper is to examine the impact of perceived justice on satisfaction with service recovery and how this satisfaction with service recovery can increase both Lebanese banks’ brand credibility and customer-based brand equity. The questionnaire was completed by a total of 403 bank customers. The findings of this paper indicate that perceived justice strongly influences satisfaction with service recovery. Similarly, satisfaction with service recovery affects both Lebanese banks’ brand credibility and customer-based brand equity. Moreover, the regression analysis demonstrates that satisfaction with service recovery partially mediates the relationship between perceived justice and brand credibility and customer-based brand equity.

本文的目的是研究公平感知对服务恢复满意度的影响，以及对服务恢复的满意度如何提高黎巴嫩银行的品牌信誉和基于客户的品牌资产。问卷共有403位银行客户填写。本文的研究结果表明，感知到的正义会严重影响对服务恢复的满意度。同样，对服务恢复的满意度会影响黎巴嫩银行的品牌信誉和基于客户的品牌资产。此外，回归分析表明，对服务恢复的满意度在一定程度上介导了感知的正义与品牌信誉和基于客户的品牌资产之间的关系。