The influence of perceived justice and prior service experience in Morocco

مقدم أطروحة جامعية

al-Hadushi, Sukaynah

مشرف أطروحة جامعية

Bachleda, Catherine Louise

الجامعة

جامعة الأخوين

الكلية

كلية إدارة الأعمال

دولة الجامعة

المغرب

الدرجة العلمية

ماجستير

تاريخ الدرجة العلمية

2014

الملخص الإنجليزي

Effective recovery from a service failure has become an important topic in the last twenty years.

In spite of this, it is only recently that the relationship between effective recovery strategies and positive word of mouth (WOM) has been explored.

In an effort to add to the available literature on the topic, this study explored the influence of perceived justice (distributive, interactional, procedural) and prior experience on positive word of mouth and trust in a service provider.

Data were gathered by means of a survey and a convenience sample of 400 Moroccan university students who had experienced a service failure, within the context of the telecommunication industry, in the previous six months and had complained to the service provider about it.

Results indicate that perceived procedural justice and perceived distributive justice positively influence consumer trust in a service provider, and in turn, consumer trust in a service provider positively influences positive word of mouth.

Interestingly, results also indicate that perceived interactional justice does not influence consumer trust in a service provider.

التخصصات الرئيسية

التسويق
هندسة الاتصالات

الموضوعات

• المستهلكون
• التسويق
• المواقف
• المغرب
• الاتصالات السلكية و اللاسلكية

عدد الصفحات

47

قائمة المحتويات

• APA
• MLA
• AMA

لغة النص

الإنجليزية

نوع البيانات

رسائل جامعية

رقم السجل

BIM-626802