Exploring Customer Loyalty Following Service Recovery: The Mediating Effects of Trust and Emotions
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.
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Recent arguments and empirical findings call the discriminant validity of the three justice dimensions into question.
“Indeed, recent arguments and empirical findings call the discriminant validity of the three justice dimensions into question (DeWitt, Nguyen, and Marshall 2008; Liao 2007).”
From A Meta-Analysis of Organizational Complaint Handling and Customer Responses (2011) · cites this paper as DeWitt, Nguyen, and Marshall 2008
Cites
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A Meta-Analysis of Organizational Complaint Handling and Customer Responses
Gelbrich, K., & Roschk, H. (2011) · Journal of Service Research · doi:10.1177/1094670510387914 · Cited by 481 · see citing works
Risk, Trust, and the Roles of Human Versus Virtual Influencers
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- Authors
- DeWitt, T., Nguyen, D. T., & Marshall, R.
- Affiliations
- University of Hawaii at Hilo (US)
- The University of Queensland (AU)
- Auckland University of Technology (NZ)
- Venue
- Journal of Service Research
- Publisher
- SAGE Publications
- Published
- 2008-02
- Volume
- 10
- Issue
- 3
- Pages
- 269-281
- ISSN
- 1094-6705 (ISSN-L)
- 1552-7379
- OpenAlex
- W3121277531
- Cited by
- 453
- References
- 7
- Citations by year
- 2026: 17 · 2025: 9 · 2024: 21 · 2023: 42 · 2022: 25 · 2021: 28 · 2020: 33 · 2019: 26 · 2018: 32 · 2017: 36 · 2016: 28 · 2015: 29 · 2014: 38 · 2013: 25 · 2012: 30
- FWCI
- 10.40
- Type
- journal article
- Language
- en
- Open access
- closed
- Locations
- Journal of Service Research (publishedVersion)
- Topics
- Social Sciences › Business, Management and Accounting › Organizational Behavior and Human Resource Management › Customer Service Quality and Loyalty
- Social Sciences › Business, Management and Accounting › Marketing › Service and Product Innovation
- Physical Sciences › Computer Science › Artificial Intelligence › AI in Service Interactions
- Keywords
- customer loyalty, service recovery, trust, emotions, perceived justice, positive and negative emotions, relationship management, service employees
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