Paid media and measurement · Structural-equation-model test of a cognitive-appraisal model.
Exploring Customer Loyalty Following Service Recovery: The Mediating Effects of Trust and Emotions
Tom DeWitt, Doan T. Nguyen, Roger Marshall (2008). Exploring Customer Loyalty Following Service Recovery: The Mediating Effects of Trust and Emotions. Journal of Service Research. https://doi.org/10.1177/1094670507310767.
Plain-English take
Trust and both positive and negative emotions mediated the relationship between perceived justice and loyalty. For your marketing: Use to shape a locally controlled channel or message test; account for audience, timing and attribution limits before reallocating budget.
How much weight to give this
2.5/5 Evidence needs cautious interpretation
The 1–5 evidence-check score is a practical reading aid, not a formal peer review or a probability that a conclusion is true. It combines design strength (2 points), sample reporting (1), comparison/control clarity (1), and how much of the paper could be checked (1). Access affects how confidently this directory can assess a study, not the study's underlying quality. Blinding is reported separately because it is not relevant to every design.
Structural-equation-model test of a cognitive-appraisal model.
Customers evaluating service recovery; the accessible publisher abstract does not state industry or sample size.
Judged from the publisher-described design and comparison; inspect the paper for complete analysis.
Publisher page and abstract were retrieved directly; full text was not assumed open.
Double-blind? Blinding was not established from the retrieved publisher record.
Research question
What the authors investigated
How do perceived justice, trust and emotions explain customer loyalty after service recovery?
Design
Structural-equation-model test of a cognitive-appraisal model.
Sample and setting
Customers evaluating service recovery; the accessible publisher abstract does not state industry or sample size.
Reported result
What the study found
Trust and both positive and negative emotions mediated the relationship between perceived justice and loyalty.
This is a paraphrase of the source. Check the original paper for definitions, estimates, statistical uncertainty and analysis details.
Scope and transfer
Limitations to keep in view
The publisher abstract does not report sample size or service setting, and the design is model testing rather than a randomized recovery intervention.
Possible founder application
Use to shape a locally controlled channel or message test; account for audience, timing and attribution limits before reallocating budget.
Evidence access
Publisher record and abstract retrieved; consult the linked paper for full methods and tables.
SAGE abstract explicitly identifies SEM and the two-dimensional emotion finding. Direct publisher-page retrieval was recorded on 2026-10-09; this profile uses the publisher abstract/metadata and does not claim independent review of unavailable full text.
If only an abstract or metadata was available, the profile is limited to claims supported there. A paper's paywall does not change its evidentiary status, but it limits what we can substantiate from accessible text.