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The Effects of Perceived Justice of Service Recovery Efforts on the Customer Relationship Performance in Mobile Social Commerce
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  • Journal title : Journal of Digital Convergence
  • Volume 14, Issue 4,  2016, pp.267-276
  • Publisher : The Society of Digital Policy and Management
  • DOI : 10.14400/JDC.2016.14.4.267
 Title & Authors
The Effects of Perceived Justice of Service Recovery Efforts on the Customer Relationship Performance in Mobile Social Commerce
Yoon, In-Hwan; Lee, Hee-Sang;
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This paper aims to examine the effects of perceived justice of service recovery efforts on the customer relationship performance in mobile social commerce. To this end, we classified cognitive-affective trusts and post-recovery satisfaction into the customer relationship performance. This research employs a field survey of customers who experienced service failures in mobile social commerce and a covariance structural model analysis in order to test hypotheses of our research model. The findings present that all justices of service recovery efforts positively affect the cognitive trust, whereas the only procedural justice significantly influences the affective trust. In addition, the results show that cognitive-affective trusts have a positive effect on the post-recovery satisfaction. Our results suggest practical implications that are used to help managers maintain and improve relations with the customers who experienced service failures and to increase the post-recovery satisfaction.
Mobile social commerce;Service recovery efforts;Justice theory;Customer relationship performance;Cognitive-affective trust;Post-recovery satisfaction;
 Cited by
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