The Effects of Perceived Service Recovery Justice on Customer
Patronage and Word- of-Mouth Communication
Hussein Ali Abdul-Rasool1, Elham N. Khadhim2
1,2, Department of Business Administration, College of Economics & Administration,
University of Al-Qadisiyah -IRAQ
Corresponding author: Hussein Ali Abdul-Rasool hssn79@yahoo.com
Abstract : Our study aims to analysis the effect of system recovery on customer patronage and word- of -mouth
communications. Data collected from 348 customers of tourism companies, and then it was using factor
analysis. The empirical results demonstrated that customer who perceived justice of dealing with service failure
may achieve post-recovery satisfaction, which may affect customers’ attitude towards the company and increase
the spread of word- of- mouth and patronage. In addition, patronage raises the company’s customers to spread
the word of mouth.
Keywords: Systems recovery, customer satisfaction; customer patronage; word of mouth
.
