Abstract:

Service failure is unavoidable under the context of e-commerce, so recovery is particularly important. This paper examines the effect of perceived justice on customer′s repurchase intention, and the mediator effect of emotional loyalty and the regulating effect of perceived usefulness are also  tested under the context of service recovery. The empirical results indicate that perceived justice has positive effect on customer′s repurchase intention, meanwhile, emotional loyalty acts as a mediator role between perceived justice and customer′s repurchase intention, and perceived usefulness acts as a moderating role between procedural justice and emotional loyalty.

Key words:

perceived justice, emotional loyalty, perceived usefulness, repurchase intention