Two-dimensional fairness on service recovery satisfaction in cloud computing

The study assesses the influence of two-dimensional service fairness on service recovery satisfaction, service recovery satisfaction on trust and IS continuance intention, and trust on IS continuance intention. Quantitative research was employed for this study and the respondents are Software-as-a-Service subscribers for a customer relationship management (CRM) application. Structural Equation Modeling was used to confirm the measurement model. The results are all significant. The study's insights can assist service organizations in addressing the issues of service recovery satisfaction that can lead to trust and continued usage.