Exploring Customer Loyalty Following Service Recovery: The Mediating Effects of Trust and Emotions

For your marketing

Possible founder application

Use to shape a locally controlled channel or message test; account for audience, timing and attribution limits before reallocating budget.

Reported result

What the study found

Trust and both positive and negative emotions mediated the relationship between perceived justice and loyalty.

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.

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.

Research sources

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.