This study explores recovery satisfaction and repatronage-related differences for different levels and types of distributive, procedural, and interactional justice and tests the mediating role of recovery satisfaction in justice–repatronage relationships for online product failures. Results show that high levels of procedural and interactional justice increase recovery satisfaction and repatronage for the aforementioned type of failures. Findings also indicate that for online product failures, regarding distributive justice, refund creates more recovery satisfaction than exchange. Additionally, recovery satisfaction acts as a mediator between procedural justice and repatronage variables. This mediating role is also valid for the interactional justice–repatronage relationship.

中文翻译：

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消费者对在线产品故障恢复工作的反应：土耳其的一项实证研究

本研究探讨了不同级别和类型的分配、程序和交互正义的恢复满意度和与再资助相关的差异，并测试了恢复满意度在在线产品故障的正义-再资助关系中的中介作用。结果表明，高水平的程序和互动正义提高了上述类型失败的恢复满意度和回报。调查结果还表明，对于在线产品故障，关于分配公平，退款比交换更能产生恢复满意度。此外，恢复满意度在程序正义和再资助变量之间起到了中介作用。这种中介作用也适用于相互作用的正义-回报关系。