Investigating the Moderating Role of Corporate Image in the Relationship between Perceived Justice and Recovery Satisfaction: Evidence from Indian Aviation Industry

Abstract

In the context of present research, author attempts to bridge the gaps in the literature by investigating perceived justice dimensions and to examine whether brand image plays moderating role in the relationships between perceived justice and recovery satisfaction. The study is based on primary data, collected from the air customers in developing country, India. The first model of the hierarchical regression analyses indicated that all three justice dimensions of distributive justice, procedural justice, and interactional justice are positively related to recovery satisfaction, and the effect of distributive justice on recovery satisfaction was stronger than interactional justice, and subsequently, effect of interactional justice on recovery satisfaction was stronger than procedural justice. The results also confirmed that all three interaction terms were significant, which shows that corporate image plays a moderating role between perceived justice dimensions and recovery satisfaction.

Keywords

• Corporate image, Distributive justice, Procedural justice, Interactional justice, Indian aviation industry