Investigating the effect of perceived justice on post-purchase intentions through emotions and post-recovery satisfaction (case-study: customers of Ansar Bank branches in Golestan province)

The purpose of this study was to investigate the effect of perceived justice on post-purchase intentions through positive emotions, negative emotions and post-recovery satisfaction of customers of Ansar Bank branches in Golestan province in the second 6 months of 1398. The present research is an applied research in terms of purpose, and in terms of data collection method, it is descriptive-survey and it is also included in the field of causal research. In order to calculate the sample size, Krejcy and Morgan tables were used and 450 people were selected by available sampling method as a sample and a questionnaire was distributed among them that 389 available questionnaires were collected SPSS and Smart PLS software were used to analyze the research data. In the end, the research results showed that justice in the field of financial compensation has a significant effect on positive emotion and post-recovery satisfaction, but there is no significant effect on post-purchase intentions and negative emotions. Procedural justice also has a significant effect on post-purchase intentions and negative emotions and does not have a significant effect on positive emotions and post-recovery satisfaction. Interactive justice also has a significant effect on post-purchase intentions, positive emotions and post-recovery satisfaction. Finally, post-recovery satisfaction has a significant effect on positive emotions and intentions after purchase and has no significant effect on negative emotions.