Modeling Customer Perceptions of Complaint Handling over Time: The Effects of Perceived Justice on Satisfaction and Intent

For your marketing

Possible founder application

Use it as a behavioral mechanism or experiment-design reference, not a direct forecast for a SaaS funnel.

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.

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.

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.

Research sources

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.