Antecedents and Consequences of Consumer Trust in the Context of Service Recovery
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| Format: | Artículo científico |
| Langue: | en |
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Associação Nacional de Pós-Graduação e Pesquisa em Administração
2008
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| _version_ | 1876439793058971648 |
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| author | Daniel Von der Heyde Fernandes |
| author_facet | Daniel Von der Heyde Fernandes |
| contents | Antecedents and Consequences of Consumer Trust in the Context of Service Recovery Daniel Von der Heyde Fernandes Cristiane Pizzutti Dos Santos 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 complaint handling episodes about services. A cross-sectional study was carried out with complainers of banks and airline companies. The respondents were approached at an International Airport in Brazil. Structural Equation Modeling was used to test the hypotheses developed. The building of consumer trust was sensitive to perceptions of justice regarding the way complaints were handled by the company. More specifically, the perception of interactional fairness strongly impacted consumer trust in the employees which, in turn, revealed a high impact on trust in the company. Insofar as satisfaction with complaint handling does not mediate the relationship between the dimensions of fairness and trust, following a conflict it loses part of its importance. Finally, both repurchase intention and word-of-mouth communication were influenced by trust in the company, satisfaction with complaint handling and perceived value. The company should attentively observe the interactional aspect in terms of developing relationships with customers. Appropriate complaint handling and the consequent trust created between the parties is an efficient form of developing and maintaining solid relationships with customers. 2008 artículo científico 1807-7692 https://www.redalyc.org/articulo.oa?id=84150304 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_84150304 |
| institution | Redalyc |
| language | en |
| publishDate | 2008 |
| publisher | Associação Nacional de Pós-Graduação e Pesquisa em Administração |
| spellingShingle | Antecedents and Consequences of Consumer Trust in the Context of Service Recovery Daniel Von der Heyde Fernandes Administración y Contabilidad trust loyalty fairness Service recovery complaint management Antecedents and Consequences of Consumer Trust in the Context of Service Recovery Daniel Von der Heyde Fernandes Cristiane Pizzutti Dos Santos 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 complaint handling episodes about services. A cross-sectional study was carried out with complainers of banks and airline companies. The respondents were approached at an International Airport in Brazil. Structural Equation Modeling was used to test the hypotheses developed. The building of consumer trust was sensitive to perceptions of justice regarding the way complaints were handled by the company. More specifically, the perception of interactional fairness strongly impacted consumer trust in the employees which, in turn, revealed a high impact on trust in the company. Insofar as satisfaction with complaint handling does not mediate the relationship between the dimensions of fairness and trust, following a conflict it loses part of its importance. Finally, both repurchase intention and word-of-mouth communication were influenced by trust in the company, satisfaction with complaint handling and perceived value. The company should attentively observe the interactional aspect in terms of developing relationships with customers. Appropriate complaint handling and the consequent trust created between the parties is an efficient form of developing and maintaining solid relationships with customers. 2008 artículo científico 1807-7692 https://www.redalyc.org/articulo.oa?id=84150304 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 | Antecedents and Consequences of Consumer Trust in the Context of Service Recovery |
| topic | Administración y Contabilidad trust loyalty fairness Service recovery complaint management |
| url | https://www.redalyc.org/articulo.oa?id=84150304 |