Abstract
This study examines the influence of perceived justice on customer satisfaction with service
recovery and on the future behavioural intentions of customers in the airline industry. The study
uses an exploratory research design that is quantitative in nature. Questionnaires were used to
collect data, and structural equation modelling was used for hypothesis testing. The study revealed
that the three dimensions of perceived justice, namely interactional, distributive and procedural
justice, influence satisfaction with service recovery in the South African airline industry. However,
only interactional and distributive justice had a positive influence on future behavioural intention.