Exploring customer loyalty following service recovery: The mediating effects of trust and emotions

DeWitt, T., Nguyen, D. T. and Marshall, R. (2008) Exploring customer loyalty following service recovery: The mediating effects of trust and emotions. Journal of Service Research, 10 3: 269-281. doi:10.1177/1094670507310767

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Author DeWitt, T.
Nguyen, D. T.
Marshall, R.
Title Exploring customer loyalty following service recovery: The mediating effects of trust and emotions
Journal name Journal of Service Research   Check publisher's open access policy
ISSN 1094-6705
1552-7379
Publication date 2008-02
Year available 2008
Sub-type Article (original research)
DOI 10.1177/1094670507310767
Volume 10
Issue 3
Start page 269
End page 281
Total pages 13
Editor A. Parasuraman
Place of publication Los Angeles, CA, U.S.A.
Publisher Sage Publications
Collection year 2009
Language eng
Subject 350204 Marketing and Market Research
720401 Marketing
C1
1505 Marketing
150505 Marketing Research Methodology
910403 Marketing
Abstract Existing research shows that loyalty is a function of customer perceptions of trust following service recovery. The authors propose a cognitive appraisal model that portrays trust and emotions as key mediators in the relationship between perceived justice and customer loyalty. A structural equation model was used to test the conceptual model. The findings support the conjecture that emotions and trust have important mediating roles during the service recovery process. Furthermore, while existing research has focused primarily on negative emotion, the authors' model adopts a two-dimensional view of emotion (positive and negative emotions), and the results support the inclusion of both dimensions. Overall, the empirical support for the proposed model has important managerial implications for effective relationship management. By understanding the important mediating roles of trust and emotion, service employees can deliver more effective service recovery strategies and thereby enhance customer loyalty.
Keyword Service recovery
Emotions
Trust
Loyalty
Cognitive appraisal
Q-Index Code C1
Q-Index Status Confirmed Code

Document type: Journal Article
Sub-type: Article (original research)
Collections: 2009 Higher Education Research Data Collection
Excellence in Research Australia (ERA) - Collection
UQ Business School Publications
 
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Citation counts: TR Web of Science Citation Count  Cited 86 times in Thomson Reuters Web of Science Article | Citations
Scopus Citation Count Cited 119 times in Scopus Article | Citations
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Created: Thu, 06 Mar 2008, 14:51:57 EST by Karen Morgan on behalf of UQ Business School