The effect of justice in the history of loyalty: A study in failure recovery in the retail context

• We examine the influence of justice perception had on customer loyalty.
• We identified the lack of relationship between perceived quality and loyalty.
• We identified the lack of relationship between trust and loyalty.
• We identified the scale to verify the perception of justice and its influence on history of loyalty.

The process of justice means the handling of complaints, and includes the series of events related to the procedure for recovering any failures that have occurred. The main purpose of this study is to identify the role of perceived justice in its constitution dimension, as an antecedent of loyalty in a scenario of failure recovery service. We carried out a survey among 604 consumers from a database of a large Brazilian retail company. Through structural equation modeling, we identify the relationships between justice and satisfaction, and perceived quality and trust. In addition, we identify how these constructs relate to loyalty after the failure has been recovered.