Perceived Justice, Loyalty, and Trust in Service Failures
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Abstract
This study aims to analyze the relationship between perceived justice and loyalty and trust of 625 consumers in scenarios of failure in airline service companies. The research method used was structural equations based on covariance; the results show positive and significant effects of perceived justice by airline users on trust and loyalty, validating the hypotheses raised and reinforcing empirical evidence in the field. The originality lies in perceived justice analysis and its effects in the context of a service failure. The findings promote the analysis of justice as a fundamental principle to establish long-lasting relationships with customers, as well as the importance of quality in air service and the response to the user when there are failures in the service provided. The limitations are related to the sample focus on airline users from the southern area of the state of Tamaulipas at the Francisco Javier Mina
airport.Keywords: Scientific production, National Polytechnic Institute, Bibliometric analysis, Intra- institutional collaboration, Network Theory.
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This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License.
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