Customer behavior and adoption · Longitudinal/repeated-measures empirical model of customer perceptions following failure and recovery.
Modeling Customer Perceptions of Complaint Handling over Time: The Effects of Perceived Justice on Satisfaction and Intent
James G. Maxham III, Richard G. Netemeyer (2002). Modeling Customer Perceptions of Complaint Handling over Time: The Effects of Perceived Justice on Satisfaction and Intent. Journal of Retailing. https://doi.org/10.1016/S0022-4359(02)00100-8.
Plain-English take
Perceived justice affects satisfaction and behavioral intent following failure/recovery; satisfaction partially mediates effects of justice on word of mouth and intent. For your marketing: Use it as a behavioral mechanism or experiment-design reference, not a direct forecast for a SaaS funnel.
How much weight to give this
2.5/5 Evidence needs cautious interpretation
The 1–5 evidence-check score is a practical reading aid, not a formal peer review or a probability that a conclusion is true. It combines design strength (2 points), sample reporting (1), comparison/control clarity (1), and how much of the paper could be checked (1). Access affects how confidently this directory can assess a study, not the study's underlying quality. Blinding is reported separately because it is not relevant to every design.
Longitudinal/repeated-measures empirical model of customer perceptions following failure and recovery.
Customers evaluating service or product failures and organizational recovery over time.
Judged from the publisher-described design and comparison; consult the paper for complete analysis.
Publisher page and abstract were retrieved directly; full text was not assumed open.
Double-blind? Blinding was not established from the retrieved publisher record.
Research question
What the authors investigated
How do perceived justice and satisfaction evolve after complaint handling, and how do they shape intent?
Design
Longitudinal/repeated-measures empirical model of customer perceptions following failure and recovery.
Sample and setting
Customers evaluating service or product failures and organizational recovery over time.
Reported result
What the study found
Perceived justice affects satisfaction and behavioral intent following failure/recovery; satisfaction partially mediates effects of justice on word of mouth and intent.
This is a paraphrase of the source. Check the original paper for definitions, estimates, statistical uncertainty and analysis details.
Scope and transfer
Limitations to keep in view
The accessible publisher abstract describes a model but not a randomized intervention; the context is complaint/failure episodes, so SaaS onboarding or ongoing usage is not directly observed.
Possible founder application
Use it as a behavioral mechanism or experiment-design reference, not a direct forecast for a SaaS funnel.
Evidence access
Publisher record and abstract retrieved; consult the linked paper for full methods and tables.
ScienceDirect result describes the paper as a model of perceived justice on satisfaction and intent following failure and recovery. Direct publisher-page retrieval was recorded on 2026-10-09; this profile uses publisher metadata/abstract and does not claim independent review of unavailable full text.
If only an abstract or metadata was available, the profile is limited to claims supported there. A paper's paywall does not change its evidentiary status, but it limits what we can substantiate from accessible text.