This study aims to determine
whether the service recovery as measured by three-dimensional is distributive
justice, procedural justice, and interactional justice will affect satisfaction
and generate behavioral outcomes for customers. The method used is SEM or
structural equation models are operated through AMOS program. The results
showed that there is positive and significant correlation between service
recovery on consumer satisfaction, service recovery on behavioral outcomes are
mediated by customer satisfaction, and service recovery consisting of
procedural justice, interactional justice and distributive justice directly to
the behavioral outcomes that consist of a word of mouth, trust, and customer
loyalty in online retail services

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Keywords: service recovery, word of mouth, trust, customer
loyalty