Figure 2.
The diagram presents a flowchart illustrating various service recovery attributes and their connections to customer satisfaction and trust. The attributes displayed include compensation, response speed, apology, and explanation, each connected to a central oval labelled Service recovery attributes, with respective beta values indicating their influence. From this central point, arrows lead to Satisfaction with service recovery, which then connects to Trust, electronic word of mouth, and Repurchase intention, with further beta values detailing the strength of these relationships. Additional boxes labelled S A T 1 to S A T 4 and T R 1 to T R 2 provide details about measurements within these constructs. The diagram includes a calculation box referencing perceived justice, showing its relative contribution. The layout flows predominantly from top to bottom, displaying a clear hierarchical structure of influences.Structural path relationships
Source: Authors’ own work