The influence of perceived justice of service recovery on affective and cognitive trust
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
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