What is it about?

There has been a rise in e-service failures in banking transactions, due to increased technological adoption. The e-service failures if not addressed properly can lead to customer dissatisfaction. Our study probes the causes of e-service recovery satisfaction and how the feeling of justice provided during e-service failures impacts customer satisfaction.

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Why is it important?

We were able to identify the antecedents of e-service recovery quality. This helps banks to enhance their recovery efforts in the e-service recovery process. Also service managers can gauge the role of the justice feel perceived by the customers in the banks recovery efforts.


The research provides a workable solution to the persistent e-service failures.

Dr. Ajay Jose
Life Insurance Corporation of India

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This page is a summary of: Examining the relationship between e-service recovery quality and e-service recovery satisfaction moderated by perceived justice in the banking context, Benchmarking An International Journal, June 2020, Emerald, DOI: 10.1108/bij-07-2019-0323.
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