Abstract: “The article proposes a model that related material factors, affective factors, handling process factors to consumers’ repurchase intention, medicated by recovery satisfaction. Data was collected from students studying at a number of colleges and workers. A total of 400 questionnaires were distributed, of which 256 were successfully replied respondents, yielding a usable response rate of 64%. Multiple regression analyseswere used for hypothesis testing. The results of the study show that complain frequency, perceived norms, perceived monitoring, perceived apology and ease of use of grievance channels have a significant impact on consumer\'s repurchase intention. In addition, the mediating impact of recovery satisfaction is partially supported. Suggestions for implications of the research and future research are also presented.”

Keywords: Material factors, affective factors, handling process factors, recovery satisfaction, consumers’ repurchase intention