文章基本信息

标题：A Recuperação de Serviços e seu Efeito na Confiança e Lealdade do Cliente
本地全文：下载
作者：Cristiane Pizzutti dos Santos ; Daniel Von der Heyde Fernandes
期刊名称：RAC - Eletrônica
印刷版ISSN：1981-5700
出版年度：2007
卷号：1
期号：3
页码：35-51
出版社：Associação Nacional de Pós-Graduação e Pesquisa em Administração
摘要：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.
关键词：service recovery ; types of exchange ; justice ; satisfaction ; value ; trust and loyalty.