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

Author

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  • Liu, Yang
  • Cheng, Peng
  • Ouyang, Zhe
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.

Suggested Citation

  • Liu, Yang & Cheng, Peng & Ouyang, Zhe, 2021. "How trust mediate the effects of perceived justice on loyalty: A study in the context of automotive recall in China," Journal of Retailing and Consumer Services, Elsevier, vol. 58(C).
    • Handle: RePEc:eee:joreco:v:58:y:2021:i:c:s0969698920313308
    DOI: 10.1016/j.jretconser.2020.102322
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    References listed on IDEAS

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    Cited by:

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    2. Yang Liu & Peng Cheng & Li Hu, 2022. "How do justice and top management beliefs matter in industrial symbiosis collaboration: An exploratory study from China," Journal of Industrial Ecology, Yale University, vol. 26(3), pages 891-906, June.
    3. Asante, Daniel & Tang, Chunyong & Asante, Eric Adom & Kwamega, Michael & Opoku-Danso, Alexander, 2023. "Leveraging perceived HPWS to improve service encounter quality in high-contact service industries," Journal of Retailing and Consumer Services, Elsevier, vol. 73(C).
    4. Das, Manoj & Ramalingam, Mahesh, 2022. "What drives product involvement and satisfaction with OFDs amid COVID-19?," Journal of Retailing and Consumer Services, Elsevier, vol. 68(C).
    5. Vijay Kumar, 2022. "Product Recalls in European Textile and Clothing Sector—A Macro Analysis of Risks and Geographical Patterns," Stats, MDPI, vol. 5(4), pages 1-18, October.
    6. Zhu, Tengteng & Zhang, Lu & Zeng, Chuhong & Liu, Xin, 2022. "Rethinking value co-creation and loyalty in virtual travel communities: How and when they develop," Journal of Retailing and Consumer Services, Elsevier, vol. 69(C).
    7. Park, Jin Yong & Kim, Changju, 2023. "The role of organizational justice and social interaction in mitigating the negative effects of high-performance member retailers on strategic integration," Journal of Retailing and Consumer Services, Elsevier, vol. 72(C).

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