Purpose This study aims to analyse how consumers' perceptions of justice in a service recovery scenario vary, not only due to the company's actions but also due to the comparisons they make with the experiences of other consumers. Design/methodology/approach Based on justice theory, social...

El Niño is a local warming of surface waters that takes place in the entire equatorial zone of the central and eastern Pacific Ocean of the Peruvian coast and which affects the atmospheric circulation worldwide. La Niña refers to the cold equivalent of El Niño. El Niño and La Niña are...

Purpose – The purpose of this study is to determine how a failure in the treatment received by consumers influences their intention to revisit a hotel, to recommend a hotel or to complain to a third party. The authors analyse perceived interpersonal justice, the role played by past encounters...