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
Published in:BAR - Brazilian Administration Review
Main Authors: Daniel Von der Heyde Fernandes, Cristiane Pizzutti Dos Santos
Format: Artigo
Language:Inglês
Published: Associação Nacional de Pós-Graduação e Pesquisa em Administração 2008
Subjects:
Administración y Contabilidad
trust
loyalty
fairness
Service recovery
complaint management
Online Access:https://www.redalyc.org/articulo.oa?id=84150304
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