The Construction of Organizational Identity: Discourses on a Brazilian Private Railroad
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| Format: | Artículo científico |
| Language: | en |
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Associação Nacional de Pós-Graduação e Pesquisa em Administração
2008
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| _version_ | 1876480764942483456 |
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| author | Mariana Mayumi Pereira de Souza |
| author_facet | Mariana Mayumi Pereira de Souza |
| contents | The Construction of Organizational Identity: Discourses on a Brazilian Private Railroad Mariana Mayumi Pereira de Souza Antônio Augusto Moreira de Faria Alexandre de Pádua Carrieri Administración y Contabilidad trust loyalty fairness service recovery complaint management The purpose of this paper is to investigate the antecedents and consequences of consumer trust after complainthandling episodes about services. A cross-sectional study was carried out with complainers of banks and airlinecompanies. The respondents were approached at an International Airport in Brazil. Structural Equation Modelingwas used to test the hypotheses developed. The building of consumer trust was sensitive to perceptions of justiceregarding the way complaints were handled by the company. More specifically, the perception of interactionalfairness strongly impacted consumer trust in the employees which, in turn, revealed a high impact on trust in thecompany. Insofar as satisfaction with complaint handling does not mediate the relationship between thedimensions of fairness and trust, following a conflict it loses part of its importance. Finally, both repurchaseintention and word-of-mouth communication were influenced by trust in the company, satisfaction withcomplaint handling and perceived value. The company should attentively observe the interactional aspect interms of developing relationships with customers. Appropriate complaint handling and the consequent trustcreated between the parties is an efficient form of developing and maintaining solid relationships withcustomers. 2008 artículo científico 1807-7692 https://www.redalyc.org/articulo.oa?id=84150301 en http://www.redalyc.org/revista.oa?id=841 BAR - Brazilian Administration Review application/pdf Associação Nacional de Pós-Graduação e Pesquisa em Administração BAR - Brazilian Administration Review (Brasil) Num.3 Vol.5 |
| format | Artículo científico |
| id | redalyc_84150301 |
| institution | Redalyc |
| language | en |
| publishDate | 2008 |
| publisher | Associação Nacional de Pós-Graduação e Pesquisa em Administração |
| spellingShingle | The Construction of Organizational Identity: Discourses on a Brazilian Private Railroad Mariana Mayumi Pereira de Souza Administración y Contabilidad trust loyalty fairness service recovery complaint management The Construction of Organizational Identity: Discourses on a Brazilian Private Railroad Mariana Mayumi Pereira de Souza Antônio Augusto Moreira de Faria Alexandre de Pádua Carrieri Administración y Contabilidad trust loyalty fairness service recovery complaint management The purpose of this paper is to investigate the antecedents and consequences of consumer trust after complainthandling episodes about services. A cross-sectional study was carried out with complainers of banks and airlinecompanies. The respondents were approached at an International Airport in Brazil. Structural Equation Modelingwas used to test the hypotheses developed. The building of consumer trust was sensitive to perceptions of justiceregarding the way complaints were handled by the company. More specifically, the perception of interactionalfairness strongly impacted consumer trust in the employees which, in turn, revealed a high impact on trust in thecompany. Insofar as satisfaction with complaint handling does not mediate the relationship between thedimensions of fairness and trust, following a conflict it loses part of its importance. Finally, both repurchaseintention and word-of-mouth communication were influenced by trust in the company, satisfaction withcomplaint handling and perceived value. The company should attentively observe the interactional aspect interms of developing relationships with customers. Appropriate complaint handling and the consequent trustcreated between the parties is an efficient form of developing and maintaining solid relationships withcustomers. 2008 artículo científico 1807-7692 https://www.redalyc.org/articulo.oa?id=84150301 en http://www.redalyc.org/revista.oa?id=841 BAR - Brazilian Administration Review application/pdf Associação Nacional de Pós-Graduação e Pesquisa em Administração BAR - Brazilian Administration Review (Brasil) Num.3 Vol.5 |
| title | The Construction of Organizational Identity: Discourses on a Brazilian Private Railroad |
| topic | Administración y Contabilidad trust loyalty fairness service recovery complaint management |
| url | https://www.redalyc.org/articulo.oa?id=84150301 |