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    Title: The influence of perceived justice of service recovery on affective and cognitive trust
    Authors: Wang, Edward Shih-tse;Chen, Lily Shui-lien
    Contributors: 淡江大學管理科學學系
    Keywords: service recovery;perceived justice;affective trust;cognitive trust;WOM;word of mouth;services;standards;service failure;marketing;interactional justice;distributive justice.
    Date: 2011-12
    Issue Date: 2012-07-02 14:54:16 (UTC+8)
    Publisher: Olney: Inderscience Enterprises
    Abstract: 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.
    Relation: International Journal of Services and Standards 7(3-4), pp.278-290
    DOI: 10.1504/IJSS.2011.045053
    Appears in Collections:[管理科學學系暨研究所] 期刊論文

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