期刊論文
| 學年 | 100 |
|---|---|
| 學期 | 1 |
| 出版（發表）日期 | 2011-12-01 |
| 作品名稱 | The influence of perceived justice of service recovery on affective and cognitive trust |
| 作品名稱（其他語言） | |
| 著者 | Wang, Edward Shih-tse; Chen, Lily Shui-lien |
| 單位 | 淡江大學管理科學學系 |
| 出版者 | Olney: Inderscience Enterprises |
| 著錄名稱、卷期、頁數 | International Journal of Services and Standards 7(3-4), pp.278-290 |
| 摘要 | This study extends the justice-trust-word-of-mouth (WOM) model to identify which forms of perceived justice of service recovery have a greater impact on the consumers' affective/cognitive trust and to identify which trust more significantly influences WOM behaviour. Data was collected through a self-reported questionnaire administered to 326 undergraduate students who had experienced service failure and service recovery within the previous three months. The results reveal that while interactional justice dominates influences on affective trust, distributive justice has more significant influence on cognitive trust. Consequently, affective trust is one of the more crucial determinants of WOM behaviour. The finding assists service marketers in creating effective service and standards in the process of service recovery. |
| 關鍵字 | service recovery; perceived justice; affective trust; cognitive trust; WOM; word of mouth; services; standards; service failure; marketing; interactional justice; distributive justice. |
| 語言 | en |
| ISSN | 1740-8857 |
| 期刊性質 | 國外 |
| 收錄於 | |
| 產學合作 | |
| 通訊作者 | Wang, Edward Shih-tse |
| 審稿制度 | 是 |
| 國別 | GBR |
| 公開徵稿 | |
| 出版型式 | |
| 相關連結 |
機構典藏連結 ( http://tkuir.lib.tku.edu.tw:8080/dspace/handle/987654321/77675 ) |