https://orcid.org/0000-0002-6864-203X
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ABSTRACT
This study explores the moderating role of religiosity on the relationship between service recovery dimensions namely distributive justice, procedural justice, and interactional justice on recovery satisfaction. Data were collected through a survey of customers who experienced a service failure and recovery in the context of full-service restaurant. Results indicate that all three dimensions of service recovery affect recovery satisfaction. The results also confirmed the non-significant moderating role of religiosity on the relationship between service recovery and recovery satisfaction. Practical implications, limitations, and suggestions for future research are also discussed in this paper.