This study is designed to identify the influences and interrelation between the failure of service in hotel food & beverage departments and the efforts to recover satisfaction, depending on justice level that is perceived by customers. Recovery of service is premised on service failure, and subsequent effort to recover it. The recovery of service is subdivided types of Justice into fairness in the process, interrelated Justice and Justice of results, on the premise that the recovery of service is evaluated by perception of Justice.
Accordingly, this study has significance in that a concept of Justice is newly applied to the recovering effort after failure of service, and a general opinion that the recovering process and outcome will influence on customers' satisfaction to establishments after recovery, is verified through positive research.