Antecedents and Consequences of Consumer Trust in the Context of Service Recovery

Antecedents and Consequences of Consumer Trust in the Context of Service Recovery

The purpose of this paper is to investigate the antecedents and consequences of consumer trust after complaint handling episodes about services. A cross-sectional study was carried out with complainers of banks and airline companies. The respondents were approached at an International Airport in Bra...

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Bibliographic Details
Main Authors: Cristiane Pizzutti dos Santos, Daniel Von der Heyde Fernandes
Format: Article
Language:English
Published: Associação Nacional de Pós-Graduação e Pesquisa em Administração (ANPAD) 2008-07-01
Series:BAR: Brazilian Administration Review
Subjects:
service recovery
complaint management
fairness
trust
loyalty.
Online Access:http://www.anpad.org.br/periodicos/arq_pdf/a_762.pdf

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