What drives consumers’ repurchase frequency and Monetary value after service recovery in the context of third-party online travel booking services

This study aims to investigate the determinants of consumers' Repurchase frequency and Monetary value after service recovery in the context of third-party online booking services. Data collected from 197 valid respondents are tested against the research model using the PLS-SEM approach. The results indicate that distributive justice, procedural justice, and interactional justice affect recovery satisfaction, which subsequently influences repurchase intention, positive WOM, and negative WOM. Repurchase intention positively affects Repurchase frequency and Monetary value, while negative WOM negatively affects Monetary value only. The findings provide several important theoretical and practical implications for service recovery strategies and management in third-party online booking services.