The primary purpose of this study is to identify the role of perceived justice in its tridimensional structure through the antecedents of loyalty in a service failure recovery scenario. Therefore, we carried out a survey of 604 consumers from a large Brazilian retail company database. Through structural equation modeling, we identified the relationships between justice and satisfaction (r²=0.61), perceived quality (r²=0.47) and trust (r²=0.5). In addition, we identified how these constructs relate to loyalty (r²=0.70) after the failure has been remedied.
failure recovery; justice; loyalty; consumer
