Exploring Customer Loyalty Following Service Recovery: The Mediating Effects of Trust and Emotions
DeWitt, Nguyen and Marshall propose a cognitive appraisal model in which trust and emotions are key mediators between perceived justice and customer loyalty after service recovery. A structural equation model tests it, and the findings support the mediating roles of emotions and trust. Whereas earlier research focused mainly on negative emotion, their model takes a two-dimensional view that includes positive and negative emotions, and the results support including both.
DeWitt, Nguyen and Marshall propose a cognitive appraisal model in which trust and emotions are key mediators between perceived justice and customer loyalty after service recovery. A structural equation model tests it, and the findings support the mediating roles of emotions and trust. Whereas earlier research focused mainly on negative emotion, their model takes a two-dimensional view that includes positive and negative emotions, and the results support including both.
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DeWitt, T., Nguyen, D. T., & 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