We found a match
Your institution may have access to this item. Find your institution then sign in to continue.
- Title
A Recuperação de Serviços e seu Efeito na Confiança e Lealdade do Cliente.
- Authors
dos Santos, Cristiane Pizzutti; Von der Heyde Fernandes, Daniel
- Abstract
The main purpose of this paper is to examine the impact of service recovery on customers' trust and loyalty concerning car repair services. To this end, a theoretical model was developed and tested which explores the relationship between relational variables and specific evaluations of the manner in which the complaint was handled. The results indicate that consumers' trust and loyalty are affected by the way the complaints are solved. More specifically, the findings indicate that perceptions of distributive and interactional justice significantly affect the level of satisfaction with service recovery. Post-complaint consumer trust is directly influenced by the satisfaction level, but significantly more so among transactional clients than relational ones. Finally, consumer loyalty is affected by the satisfaction with the recovery process, trust and perceived value.
- Subjects
CUSTOMER loyalty; CUSTOMER satisfaction; REPAIR &; maintenance services; CUSTOMER services; CONSUMER complaints; CUSTOMER relations
- Publication
RAC - Eletrônica, 2007, Vol 1, Issue 3, p35
- ISSN
1981-5700
- Publication type
Article