How trust mediate the effects of perceived justice on loyalty: A study in the context of automotive recall in China

Yang Liu, Peng Cheng and Zhe Ouyang

Journal of Retailing and Consumer Services, 2021, vol. 58, issue C

Abstract: Service recovery studies have claimed fairness wisdom by investigating the influence of justice on shaping attitude and behavior in the service recovery process. Considering product recall as special service recovery, this inductive study presents a conceptual model connecting justice to loyalty through trust. By using structural equation modeling to analyze a survey of 469 consumers involved in automotive product recall in China, we examine inductively the effects of distributive, procedural, and interactional justice on the trust and loyalty of consumers in the recall process. Distributive and procedural justice positively affects cognitive trust, whereby interactional justice positively affects affective trust, and cognitive trust can exert positive impact on affective trust. Furthermore, we detect that both cognitive and affective bases of trust affect attitudinal loyalty, whereas affective trust merely affects attitudinal loyalty. The effects of attitudinal loyalty on behavioral loyalty are examined.

Keywords: Service recovery; Product recall; Distributive justice; Procedural justice; Interactional justice; Trust; Loyalty (search for similar items in EconPapers)
Date: 2021
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Citations: View citations in EconPapers (8)

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Persistent link: https://EconPapers.repec.org/RePEc:eee:joreco:v:58:y:2021:i:c:s0969698920313308

DOI: 10.1016/j.jretconser.2020.102322

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