Do it right this time: The role of employee service recovery performance in customer-perceived justice and customer loyalty after service failures.

Extant studies cover only some of the relevant constructs instead of conjointly analyzing the full range of relationships in an overall model.

“First, extant studies cover only some of the relevant constructs (e.g., Liao 2007; Maxham III and Netemeyer 2002; Smith, Bolton, and Wagner 1999) instead of conjointly analyzing the full range of relationships in an overall model.”

The three justice dimensions have high correlations, calling their distinctness into question.

“The distinctness of the three justice dimensions has recently been called into question. Davidow (2003b) and Liao (2007) report on high correlations between the justice dimensions.”

Recent arguments and empirical findings call the discriminant validity of the three justice dimensions into question.

“Indeed, recent arguments and empirical findings call the discriminant validity of the three justice dimensions into question (DeWitt, Nguyen, and Marshall 2008; Liao 2007).”

Manipulating the level of an organizational response is a standard experimental design to trigger justice perceptions.

“Hence, manipulating the level of an organizational response is a standard experimental design to trigger justice perceptions.”

Research consistently shows that an apology has a positive main effect on justice perceptions.

“Although research consistently shows that an apology has a positive main effect on justice perceptions (Liao 2007; Smith, Bolton, and Wagner 1999)”