教師資料查詢 | 類別: 期刊論文 | 教師: 陳水蓮 Chen, Shui-lien (瀏覽個人網頁)

標題: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.
語言英文
ISSN1740-8857
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
國別英國
公開徵稿
出版型式
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