S/No	Distributive Justice	1	2	3	4	5
1	We compensate for service failure.
2	We give fair treatment to customers who experience service failure.
3	Customer complaint to our firm has been just in rectifying service failure.
4	We make refund to affected customers in the course of service recovery.

5	Customers rate our firm high as being fair in service encounter.
	PROCEDURAL JUSTICE
6	We adopt efficient methods in handing service problems.
7	The time taken to process complaints and arrive at a decision is appreciated our customers.
8	We take responsibility for service failure.
9	We exhibit great concern in the manner customers are treated during complaint handling process.
	INTERACTIONAL JUSTICE
10	We demonstrate great courtesy when interacting with customers during complaint handling process.
11	We exhibit politeness when resolving problems.
12	Our customers believe that they have been treated with justice in our firm.
	CUSTOMER POST-COMPLAINT BEHAVIOR REPEAT PURCHASE
13	Customers have confidence in our firm.
14	Our firm relies on our customers for repeat purchases.
15	We build trust that initiates repeat purchase when customers’ complaints are handled properly.
16	We show honesty in handling post complaint issue
	CUSTOMER COMMITMENT
17	We are highly committed in post complaint handling.
18	We have shown a high commitment to post complaint behaviour in the recent past.
19	We are committed in developing effective post complaint structures in order to build confidence in the minds of the customers.
20	Commitment to post complaint by our firm yields positive results.
21	The level of commitment demonstrated by our firm to post complaint behavior in the recent past has been impressive.
	WORD-OF-MOUTH
22	Word-of-mouth enables dissatisfied customers to become satisfied with our products after the first post complaint incident.
23	We use word-of-mouth to ameliorate the issues raised by dissatisfied customers.
24	Dissatisfied customers’ resist the use of word-of-mouth in handling complaint amicably.