analyzed using Structural Equation Modelling (PLS-SEM). The findings indicate that perceived service recovery justice (PSRJ … satisfaction and customer affection. This research contributes to practice by providing strategies for effective service recovery …

disconfirmation during the pandemic. Specifically, this study aims to examine service recovery as a moderator that can potentially … effect of service recovery demonstrated a significant positive impact on switching and repurchase intention. The empirical … findings will enrich the literature on service recovery, consumer behaviour, and service management, and provide suggestions …