## 5 Research Findings and Discussion  
This study proposes a model that interprets the mechanisms at play in customer participation within the online recovery process by examining how the three dimensions of customer participation--mental, physical, and emotional--affect post-recovery satisfaction in terms of perceived justice (a mediating effect). This study is also the first to explore the influence of online interactive language factors on online recovery by explaining the moderating role of two types of apology speech acts in customer participation and perceived justice. This research provides some important findings. First, the three dimensions of customer participation have different influences on perceived justice in online recovery. That is, during online recovery, only customers' metal and physical behavior can enhance their fairness perception of recovery, while customers' emotional behavior does not influence perceived justice. This finding is not consistent with that of [PERSON] et al. [37], who concluded that each type of customer participation can produce positive service outcomes that reduce customers' complaints about service failure. The reason may be that this study is focused on customer participation in service recovery, while [PERSON] et al. [37] focused on customer participation in service production. This finding suggests that perhaps different customer participation behaviors at different service stages may produce different effects on service outcomes, and it may be imprecise to directly cite the empirical conclusions of customer participation without considering the research setting and specific service stage. On the other hand, this inconsistent finding also may be caused by cultural difference. By contrast with western culture, which encourages emotional expression, Chinese culture encourages emotional suppression. Chinese traditional culture always hopes that individuals can rationally restrain emotions, and does not arbitrarily express emotions, so as not to lead to tension or breakdown of interpersonal relationships [67]. Thus, when the Chinese customers feel unpleasant emotions caused by the service failure, they will try to restrain emotions. However, emotional suppression always brings more pressure [56; 57], which does not positively affect service outcomes [31], thus, in this study, a customer's emotional participation cannot improve perceived justice. Second, our findings explain why customers may hide their discomfort over service failure when facing service staff but tend to talk about the service failure experience to third parties, such as on social media and among friends [37]. The reason is that when customers control their emotions to express politeness and patience, they strongly feel a resource loss [56]; thus, compared to the other types of customer participation, emotional participation will make them want a corresponding return from service staff more due to resource imbalance, and when the return is not expected, they will feel pressure [57]. Therefore, to recover resource balance and to release stress, customers will want to express dissatisfaction with the service to third parties. Doing so can be treated as a means of venting their anger, establishing some sort of balance or justice caused by emotional participation. Third, the positive influence of mental participation on perceived justice is the most significant, which shows that customers label their resources for different mental accounts. Currently, as a result of the value and industrialization of knowledge, mental labor holds the core position in management and production organization as well as in the upper reaches of the industrial chain. In China, people tend to regard mental labor as a higher-level form of labor, and they recognize the value of mental labor more but always undervalue physical labor [68], which is similar to the phenomenon of \"sweat equity\" [43].