Justice perceptions of retailers complaint handling

This study used a cross-sectional survey involving a self-administered online questionnaire to describe the effect of customer-service well-being, perceived justice, and emotions on consumers' post-complaint behavioural intentions based on a service recovery scenario in the online clothing retail context. South African consumers older than 18 years and who purchased ready-to-wear clothing at online clothing retailers were recruited via convenience sampling (n = 355). The multi-sectioned, structured questionnaire measured respondents' customer service well-being perceptions, justice perceptions, emotions, and complaint behavioural intentions based on existing and self-developed scales. EFA, second-order CFA and SEM were conducted to analyse the data.