The Impact of Customers’ Perceived Justice, Trust, and Satisfaction with Service Recovery on Restaurant Revisit Intention

Drawing on cognitive appraisal theory, this study aims to investigate customers’ responses to service recovery in the catering context, including trust, satisfaction, and loyalty. The respondents included residents and tourists who experienced service failure in Macao in the recent three months. A total of 484 valid responses were used for structural equation modeling analysis. The major findings indicate that customers’ trust mediates the relationship between perceived justice and satisfaction with service recovery and that trust and satisfaction predict revisit intention. The theoretical implication lies in the role of customers’ trust in contributing to customer loyalty, together with satisfaction with service remediation.