The study is an empirical study for the effects of service justice theory on satisfaction of service recovery for airlines service and for the effects on factors of customer retention; trust and commitment, and customer retention performance; word-of-mouth and repurchase. For this, we made and executed questionnaire based on antecedent studies throughout customers' perceived service justice theory from service recovery framework after service failure. With our empirical analysis, it is possible to be perceived importance of service recovery to managers of airlines service marketing and customer service department, and we wanted to lay out the strategic suggestions achieving performance of customer retention as turning dissatisfied customer to satisfied customer throughout the superior service recovery.
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