EMPIRICAL ARTICLE Perceived justice and post-recovery satisfaction in banking service failures: Do commitment types matter? Oznur Ozkan Tektas 1 Received: 3 June 2016 / Accepted: 20 December 2016 Ó Springer-Verlag Berlin Heidelberg 2016 Abstract Based on the notion that the types of customer commitment to a service provider may have diverse reasons and effects on the customer’s perceptions, attitudes, and behaviors, this study aims to investigate the different buffering effects of calculative and affective commitments on the perceived justice and post-recovery satisfaction (PRS) relationship. Multiple and hierarchical regression analyses were conducted based on survey data collected from 284 households who experienced service failure in the banking sector. Results revealed that while affective com- mitment moderates the effects of procedural and interactional justice, calculative commitment increases the impact of distributive and procedural justice on PRS. Keywords Service recovery Á Perceived justice Á Post-recovery satisfaction (PRS) Á Affective commitment Á Calculative commitment 1 Introduction In today’s markets, the abundance of product choices and worldwide availability of products with similar quality have led an increase in the attempts of companies to provide additional services, in order to gain a competitive advantage. Further, customers switch to another service provider, primarily based on service failures they experience, as well as failed service recovery (Keaveney 1995; De Matos et al. 2007). Therefore, efforts of the companies to provide flawless service delivery and their commitment to recovery of service failures are increasing everyday (McGregor 2007). Previous studies (e.g., Mattila 2001; Chebat and Slusarczyk 2005; Nikbin et al. 2010) show that good service recovery can minimize the negative impact of service failures and affect the main determinants of the purchase behavior such as & Oznur Ozkan Tektas oznuro@hacettepe.edu.tr; oznurozkantektas@gmail.com 1 Department of Business Administration, Hacettepe University, Ankara, Turkey 123 Serv Bus DOI 10.1007/s11628-016-0333-2