Exploring Customer Loyalty Following Service Recovery: The Relationships of Perceived Justice, Commitment, Trust, and Loyalty
Year: 2011
Type: conference-paper
Abstract: Existing research shows that loyalty is a function of customer perceptions of trust and commitment following service recovery. This study proposes and tests an integrative model of customer loyalty following service recovery in the context of social exchange theory. Specifically, this article argues that perceptions of justice (distributive, procedural, and interactional justice) in service recovery influence customer trust-commitment towards the service encounters, which in turn affects customer loyalty. Customers’ trust and commitment in service providers were proposed to mediate the relationship between perceived justice to service recovery efforts and subsequent loyalty intention. Finally, the author discusses important theoretical and managerial implications for service industries.
Authors: Soyeon Kim, Jay Kandampully
Language: English
Subfield: Marketing
Domain: Social Sciences
Open Access status: green
OpenAlex ID: W142704466