The effect of perceived justice theory on complaint satisfaction: An empirical study in restaurant business

Customer satisfaction is one the most important thing for businesses. Businesses have to satisfy their customers to survive. However, no matter companies or businesses do, they will come up with dissatisfied customers. At this point, encouraging dissatisfied customers to complain will beneficial for businesses. It will give second chance to businesses to satisfy their customers. Businesses have to establish and manage their recovery process successfully to satisfy their dissatisfied customers. In this study customer complaint behavior is studied in terms of the effects of justice dimensions on customer recovery satisfaction. Perceived justice and disconfirmation of expectation are examined to identify their relation with secondary satisfaction. The research model is inspired from Davidow?s (2003) model; however modifications are conducted from Okan?s (2007) study. Some questions are added into questionnaire to measure the relation between perceived justice and service recovery satisfaction in depth. Also the effects of complaint reasons, complaint instrument priority and demographic variables on secondary satisfaction are analyzed. Organizational response dimensions? importance is also analyzed in this study. The research model is tested on 200 restaurant customers in Istanbul. Questionnaire is designed to understand, if they have to complain, what will be their behaviors and expectations from service recovery process. This study will help researchers to understand relation between perceived justice effects on service recovery satisfaction in restaurant business.