Figure 1.
The diagram presents a flowchart illustrating relationships between various concepts in service recovery. It includes concepts such as Compensation, Response Speed, Apology, and Explanation, which all connect to a central node labelled Service Recovery Attributes. This node is then linked to Perceived Justice, which impacts Satisfaction with Service Recovery. Additionally, Satisfaction is connected to Trust, E W O M, and Repurchase Intention, with hypotheses denoted by H 1 through H 6 for each relationship. The layout shows directional arrows indicating the flow of influence among the concepts.Proposed conceptual model
Source: Authors’ own work