The influence of perceived justice and prior service experience in Morocco

Dissertant

al-Hadushi, Sukaynah

Thesis advisor

Bachleda, Catherine Louise

University

Al Akhawayn University

Faculty

The School of Business Administration

University Country

Morocco

Degree

Master

Degree Date

2014

English Abstract

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.

Main Subjects

Marketing
Telecommunications Engineering

Topics

No. of Pages

47

Table of Contents

Table of contents.

Abstract.

Chapter One : Introduction and problem identification.

Chapter Two : Research question.

Chapter Three : Literature review.

Chapter Four : Research model.

Chapter Five : Methodology.

Chapter Six : Questionnaire development and measures.

Chapter Seven : Data analysis.

Chapter Eight : Discussion.

Chapter Nine : Managerial implication.

Chapter Ten : Limitations of the study.

Chapter Eleven : Conclusion.

References.

American Psychological Association (APA)

al-Hadushi, Sukaynah. (2014). The influence of perceived justice and prior service experience in Morocco. (Master's theses Theses and Dissertations Master). Al Akhawayn University, Morocco
https://search.emarefa.net/detail/BIM-626802

Modern Language Association (MLA)

al-Hadushi, Sukaynah. The influence of perceived justice and prior service experience in Morocco. (Master's theses Theses and Dissertations Master). Al Akhawayn University. (2014).
https://search.emarefa.net/detail/BIM-626802

American Medical Association (AMA)

al-Hadushi, Sukaynah. (2014). The influence of perceived justice and prior service experience in Morocco. (Master's theses Theses and Dissertations Master). Al Akhawayn University, Morocco
https://search.emarefa.net/detail/BIM-626802

Language

English

Data Type

Arab Theses

Record ID

BIM-626802