A Study on the Relationship of Service Justice, Trust and Loyalty

Author

Zhan, Xiaojun

Author_Institution

Sch. of Managementg, FuDan Univ., Shanghai, China

fYear

2012

fDate

24-26 May 2012

Firstpage

65

Lastpage

71

Abstract

This paper aims to discuss the relationships among service justice, customer trust and customer loyalty in service relationships, basing on empirical analysis. The data analysis indicated that the dimensions of distributive justice, procedural justice and informational justice have a significant influence on cognition trust, The dimensions of procedural justice, interactive justice and informational justice have a significant influence on affection trust, Service justice has a significant influence on customer loyalty, Customer trust has a significant influence on customer loyalty. According to this data analysis, the paper lists the limitations and suggests future research directions.

Keywords

customer satisfaction; customer services; data analysis; affection trust; cognition trust; customer loyalty; customer trust; data analysis; distributive justice; empirical analysis; informational justice; interactive justice; procedural justice; service justice; service relationship; Cognition; Data models; Indexes; Load modeling; Mathematical model; Software reliability; Loyalty; Service Justice; Trust;

fLanguage

English

Publisher

ieee

Conference_Titel

Service Sciences (IJCSS), 2012 International Joint Conference on

Conference_Location

Shanghai

Print_ISBN

978-1-4673-1992-8

Type

conf

DOI

10.1109/IJCSS.2012.52

Filename

6227797