Nowadays, the service industry is growing rapidly and influencing the world economies to a large extent. Specifically, the airline industry is the biggest one among the service industries. In addition, it is considered as the industry which has common serious service failures. In light of these particular characteristics, the present study seeks to understand the influences between the service recovery strategy and per-ceived seriousness on perceived recovery fairness in terms of the result of outcomes such as loyalty and word of mouth after service recovery. In addition, we investigated the relationship among trust, post satisfaction after service recovery and outcome after service failure and recovery. In present study, we adopted the Justice Theory and Ser-vice Recovery Paradox as the theoretical foundation, the bases for our investigation to understand the relationships of factors such as service recovery strategy, perceived se-riousness, perceived recovery fairness, trust, post satisfaction, loyalty and words of mouth. Previous studies concerned only mostly on post satisfaction after recovery. Therefore, to differentiate from other studies, we investigated the research with more variables such as trust, loyalty and words of mouth.
In order to collect the data, we used Amazon Mechanical Turk which is an online based site where we can use to help recruit respondents to fill the survey and totally there were 463 valid respondents participated. The data were analyzed using SmartPLS 3.0 and we employed SEM procedure to test the hypotheses in the research model. The results reveal that perceived recovery strategy and perceived seriousness has significant influence on perceived recovery fairness. Based on three dimensions of perceived recovery fairness, it has both direct and indirect influence on trust, post sat-isfaction and outcomes. Rebuilding trust and post satisfactions after service failure is the main point since those can be the connectors between perceived recovery fairness and outcomes. There are significant relationships between trust and post satisfaction as well as the relation between trust and outcome. In addition, the post satisfaction has significant influence on outcome which includes loyalty and word of mouth.
In summary, the present research proposes possible new ways for airline compa-ny’s managers to improve costumer’s post satisfaction by refining their considerations of the complications. The contribution of present study can provide some important messages to the airline managers with the understanding of how to (1) train staffs to identify and respond effectively according to customers’ perceived seriousness level caused by service failures, (2) permit employees to adopt suitable service recovery based on the seriousness level of the customers, and (3) enable all ground and cabin staffs to try to build passenger trust and post satisfaction in order to gain guaranteed passenger loyalty and positive words of mouth in the future.

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