This study investigates the effects of procedural justice, distributive justice, and interactional justice on customer satisfaction, word of mouth (WOM), and repurchase intention after service recovery in the context of food delivery platforms.
An experimental design was adopted and different scenarios of service recovery according to justice theory were simulated. Data collected from 643 respondents in Taiwan was analyzed using MANOVA.
The results indicate a significant main impact of procedural justice, distributive justice, and interactional justice on customer satisfaction, WOM, and repurchase intention. In addition, the results show an interaction impact of procedural justice and interactional justice on WOM.
This is one of the pioneering studies that explore the topic of food delivery platform service recovery using the justice theory. The findings of this study provide several important theoretical and practical implications for how to manage service failure/recovery and achieve a successful food delivery platform.
