The influence of perceived justice and prior service experience in Morocco
Dissertant
Thesis advisor
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