Questions Bank
Take legal action.
Vent their anger on the service equipment.
Do nothing.
Complain to the service firm.
Give negative word of mouth.
Better understand the failure
Vent their anger
Help improve the service
Obtain restitution or compensation
For altruistic reasons
0 percent
5-10 percent
15-25 percent
30-50 percent
60-75 percent
Procedural justice
Legal justice
Interactional justice
Relational justice
Outcome justice
referent renewal paradox
referent contribution paradox
referent acquisition paradox
service recovery paradox
service renewal paradox