Purpose
The purpose of this paper is to test a research model based on the cause-and-effect relationships between perceived justice, service satisfaction and behavioral intention.
Design/methodology/approach
This paper is based on a questionnaire survey with service receivers in the Mexican telecom industry.
Findings
There are significant relationships between international/distributive justice and service satisfaction, as well as between service satisfaction and behavioral intention.
Research limitations/implications
The research model tested appears not to be context- and time-specific, but valid across contexts and through time.
Practical implications
The cause-and-effect relationships between perceived justice, service satisfaction and behavioral intention provide useful insights into service recovery strategies.
Originality/value
This paper provides additional empirical substantiations to existing theory and previous studies.
