.... Originality/value This study uses SCT to define AI credibility and takes a justice theory perspective to develop the conceptual framework. It is essential to investigate AI credibility due to multiple reasons. First, AI's black-box nature creates uncertainty and may raise questions about AI offering's...

... of the essential determinants of customer loyalty from the combined perspectives of three theories, namely, justice theory, expectancy disconfirmation theory and commitment-trust theory. This study successfully differentiates the three dimensions of perceived justice and assesses them individually to discern...

... word‐of‐mouth (WOM), and repurchase intention based on the justice theory. Study II investigates whether the phenomenon of the service recovery paradox exists (i.e. whether customers have higher satisfaction, higher repurchase intention, and lower negative word‐of‐mouth after experiencing...