SATISFACTION AND BEHAVIORAL INTENTIONS: TESTS OF CASUAL DINING EXPERIENCES

This study examined dimensional roles of justice on post-recovery overall satisfaction (OS), revisit intention (RI), and word-of-mouth intention (WOM). A 2x2x2 factorial design using experimental scenarios was used to test the proposed relationships. Responses from customers (286) and responses from undergraduate students (266) were used for data analysis. For the customer sample, interactional justice (IJ) and procedural justice (PJ) had positive effects on customer OS and WOM. Only IJ had a positive effect on RI. Distributive justice (DJ) did not have a positive effect on OS, RI, or WOM. For the student sample, IJ and DJ had positive effect