Perceived justice and repurchase intention: A moderated mediation model of service recovery satisfaction and firm reputation

The purpose of this study is to reveal the mediating role of recovery satisfaction between perceived justice and repurchase intention. In addition, it aims to investigate whether firm reputation moderated this mediated relationship. This study draws on the justice theory. For this purposes, data was collected from 419 e-commerce marketplace customers determined by convenience and snowball sampling methods using an online survey method. SPSS Process macro was used in data analysis. As a result of the analysis, it was revealed that the perceived justice had a significant and positive effect on recovery satisfaction and repurchase intention. The results showed that recovery satisfaction had a mediating role in the relationship between perceived justice and repurchase intention. The findings illustrate that the mediating role of recovery satisfaction between perceived justice and repurchase intention was moderated by firm reputation. This study contributes to the literature by focusing on the consequences of perceived justice in the context of online shopping and e-commerce marketplaces.