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The purpose of this paper is to investigate the importance of successful service recovery in the airline sector by examining the interrelationship between perceived justice, recovery satisfaction and overall satisfaction, customer trust and customer loyalty. Furthermore, the research assesses the mediating effect of overall satisfaction and customer trust on customer loyalty.

Data were collected via an airport intercept survey of Malaysia Airlines passengers who had experienced service failure. In total, 380 responses were used for the final analysis. The study uses partial least squares structural equation modelling technique with SmartPLS 3.0, in order to test and validate the research model and hypotheses posited.

The results reveal that: recovery satisfaction is significantly affected by procedural and interactional justice; distributive and procedural justice, as well as recovery satisfaction influenced overall satisfaction; customer trust is most influenced by interactional justice, distributive justice and recovery satisfaction; customer loyalty is positively affected by customer trust, overall satisfaction and recovery satisfaction; and the influence amongst recovery satisfaction and customer loyalty is partially mediated by customer trust and overall satisfaction.

The study contributes to a whole conceptual comprehension of the essential determinants of customer loyalty from the combined perspectives of three theories, namely, justice theory, expectancy disconfirmation theory and commitment-trust theory. This study successfully differentiates the three dimensions of perceived justice and assesses them individually to discern and compare their influence on overall satisfaction, recovery satisfaction and trust. In addition, the study finds that the influence of recovery satisfaction on loyalty is partially and sequentially mediated by trust and overall satisfaction.

While most e-commerce studies focus on the understanding of online customer behaviour, mainly adoption and purchase behaviours. The purpose of this paper is to examine the relationship between e-commerce and individual performance. The authors test the role of systems, information and service quality in e-commerce use and user satisfaction. Trust may become an important aspect for a consumer’s decision making, based on this the authors identify the effect of the role of trust on e-commerce use, user satisfaction and its impact on individual performance. This research has theoretical and managerial implications, since the protagonism of e-commerce is increasing in both academia and industry.

The authors apply a research model that integrates information systems success dimensions and user behaviour in the form of trust. The empirical approach was based on an online survey questionnaire of 437 individuals from Portugal.

The results reveal that overall quality and overall trust are important to explain use and user satisfaction in the context of e-commerce, which further leads to individual performance. The findings indicate that a higher level of use and user satisfaction increase individual performance.

The authors integrate information systems success dimensions and overall trust to understand the significance of e-commerce individual performance. The authors expect the results to enrich the understanding of the importance of considering both technological and behavioural factors to increase the success of e-commerce.

This study aims to propose a hierarchy of effects model to study three antecedents of green loyalty: green trust, green satisfaction and green overall image, and to examine the relationships between these variables. At present, environmental issues attract the attention of academics and professionals around the world. In the hospitality industry, this interest is even greater because of the considerable quantities of water and energy consumed by hotel companies and because of the environmental degradation that this industry can cause with unmanaged growth and development. For this reason, several authors have proposed incorporating the green loyalty construct as a key variable in tourism theory and practice.

To test the proposed model empirically, personal surveys of hotel customers were conducted in Spain using a structured questionnaire. A structural equations model was developed to test the research hypothesis.

The findings show that green overall image has positive direct effects on green trust, green satisfaction and green loyalty. At the same time, they reveal that both green trust and green satisfaction have positive effects on green loyalty. In addition, green trust has a positive influence on green satisfaction.

This research deals with the relationship between the variables of interest, without considering other antecedents and consequences. Thus, there is still a need to explore other mediating variables (e.g. willingness to pay more to stay in a green room, or commitment regarding environmental issues), as the explanatory power of this model could still be improved. In addition, given the role of green trust and green satisfaction as mediating variables of green overall image and green loyalty, this study recognizes the need for in-depth research into the enhancement of green trust and green satisfaction.

From a practical point of view, hoteliers and marketers working for a green hotel should develop a positive green overall image and enhance customers’ perceptions of green trust and green satisfaction. In particular, they should emphasize the importance of environmental issues to customers by promoting green campaigns. At the same time, hoteliers in a green context should create effective strategies to improve their hotel’s image.

Although existing research has investigated relevant aspects of customer trust, satisfaction, overall image and loyalty, these issues have not been discussed from a green marketing perspective. Apart from that, the main contribution of this paper is its exploration of the influence of green trust, green satisfaction and green overall image on green loyalty in a hospitality setting, following the framework of the hierarchy of effects model. By complementing previous studies on customer loyalty in the environmental context and exploring the relationships among these constructs, this study offers an assessment of how green marketing strategies in the hospitality industry increase green loyalty.

This empirical paper aims to assess the multi-dimensional nature of trust in service relationships. Although trust is deemed to be important for managing service relationships there is a dearth of research looking at its multidimensional nature outside of Western markets.

The study is undertaken in three countries: UK, Hong Kong and India (September to November 2010). The sample consists of more than 300 sample members from across the three countries with an approximately even split between each.

The findings show that cognitive trust does not significantly impact affective trust, but the other relationships in the model are supported. Customer ' s disposition to trust impacts both cognitive and overall trust.

The research provides direction for services marketing scholars and practitioners, but there are limitations because not all types of financial institutions are evaluated.

The practical implications of this work are profound given that transnational operations of most retail banks. Understanding trust dimensions aids relationship managers to devise differentiated strategies to build/re-build and maintain long-term trust relationships with customers.

This work extends the understanding of relationships, but by rooting the work in retail banking it provides new insights for academics and practitioners. For service marketing scholars, this study calls into question some of the multi-dimensional nature of trust and for practitioners it can help aid strategy development.

The purpose of this paper is to develop and test a comprehensive model of customer trust in a retail service setting. Three levels of the customer‐to‐store relationship are simultaneously taken into account: customer to sales associates, customer to store branded products, and customer to the store itself.

Using partial least square (PLS) on a sample of 393 customers of an Italian supermarket retailer, a model linking customer trust (in the store, in store branded products and in sales associates) to overall perceived value and store loyalty intentions and behaviors is tested. Subsequently an expanded model to determine the influence of managerially controlled antecedent variables (salespeople's trustworthiness, store environment, store assortment, and communications) is estimated on the various trust levels.

Trust in the salesperson and trust in store branded products have positive effects on overall store trust. Store trust, in turn, increases perceived value and loyalty intentions. Looking at the drivers of the three levels of customer trust, salesperson trustworthiness positively affects only trust in the salesperson. Store environment has a positive impact only on overall trust in the store. Store communication fosters all three levels of customer trust, while store assortment increases both overall trust and trust in store branded products.

Findings of the study suggest an alternative perspective to the dominant strategies in grocery retailing services. To foster store patronage, retailers have typically invested in price cuts, promotions and loyalty schemes. Store managers may rather use sales associates, the store environment, store assortment, store branded products, and communication to foster customer trust and increase customer loyalty. Managing store brands with the goal to build trust, as opposed to increase immediate profit margins, may call for a completely different approach to private labels. Similarly, the potential relevance of interpersonal trust may suggest retailers to devote more resources to selection, recruitment and training of sales associates, and may stimulate changes in evaluation criteria, incentive schemes and reward systems.

The study aims at filling two important gaps in the literature: the scarcity of comprehensive store patronage models and the lack of exploration of the operational means of improving customer trust in retail services.

The existing literature of brand loyalty has been essentially focused on the roles of perceived quality, brand reputation and especially satisfaction, due to the fact that they summarise consumers’ knowledge and experiences, guiding their subsequent actions. In this context, the shifting emphasis to relational marketing has devoted a lot of effort to analyse how other constructs such as trust predict future intention. The fact that there are conceptual connections of trust to the notion of satisfaction and loyalty, and thatthis effort is especially lacking in the brand‐consumer relationship, moves the authors to focus on analysing the relationships existing among these concepts. Research methodology consisted of regressions and multivariable analysis with a sample of 173 buyers. The results obtained suggest the key role of brand trust as a variable that generates customers’ commitment, especially in situations of high involvement, in which its effect is stronger in comparison to overall satisfaction.

Although multiple research studies disclosed that internal communication is effective in building trust within organizations, the link between employees' satisfaction with internal communication and their trust in their employers has not been explored. The paper explores the interrelationship between eight facets of internal communication satisfaction (ICS) and five dimensions of organizational trust (OT).

The quantitative questionnaire-based field research was conducted on a sample of 289 employees. For the assessment of the ICS, the Internal Communication Satisfaction Scale – UPZIK developed by Tkalac Vercic et al. (2009) was used. OT was assessed using the scale developed by Shockley-Zalabak et al. (2000).

The research revealed a statistically significant positive relationship between the ICS and OT, both when considering five individual OT dimensions and the overall OT. Moreover, two ICS dimensions – “Satisfaction with communication climate” and “Satisfaction with communication with immediate supervisor” – were found to be the strongest predictors of OT.

The research adds to the discussion of antecedents of trust in organizations by positioning the ICS as a powerful generator of OT.

Numerous studies have established the importance of brand trust for building long-term relationships with consumers. Nevertheless, there is confusion in the literature about how to measure trust in brands. Building on the studies of Li et al. (2008) and Li et al. (2015) who established brand trust as a second-order construct, this paper aims to demonstrate additional richness of the brand trust construct by adding further dimensions and extending the cultural background to Germany, India and South Africa.

Based on accepted scale development procedures, the authors have derived a parsimonious, reliable and valid scale to measure brand trust.

The resulting cross-national scales of brand trust demonstrate validity by offering a good fit and invariant measures across countries. The results show that overall brand trust is influenced by competence, predictability and benevolence/integrity.

Global communication technology means that brands are increasingly exposed internationally. To be successful in cross-cultural consumer-brand relationships, managers must build the skills to understand and deal with these cultural differences as well as understanding the fundamental aspects that do not differ across cultures. The model developed in this paper will be useful to both researchers and managers to get deeper insights into the trusting relationships their consumers have with their brand.

This cross-national study builds on recently published work and contributes to enriching brand trust understanding. Additionally, this research offers a validated, easily applicable, scale for measuring brand trust.

Argues that the unidirectional measurement and evaluation of the trust in a specific business relationship is not enough to understand the trust between two actors in a dyadic business relationship. Furthermore, mutual trust may not always be sufficient to understand the trust in a specific dyadic business relationship. The incorporation of a third actor may improve the understanding of trust in dyadic business relationships. Therefore, a method is applied to analyze the dynamics of trust in triadic business networks.

The purpose of this paper is to examine the precursors and outcomes of service recovery satisfaction and customer commitment among airline business customers.

Data were collected from airline travellers in South Africa using a structured questionnaire. Structural equation modelling was used to analyse the proposed hypotheses.

The results revealed that recovery expectations and perceived equity exert significant influence on levels of recovery satisfaction, which in turn influence overall satisfaction, trust and commitment. The study also revealed that trust and overall satisfaction are antecedents of customer commitment and that customer commitment has a significant positive relationship with positive word of mouth. It was also established that the quality of past service performance moderates the relationship between recovery satisfaction and commitment.

Airlines are advised to stimulate customer trust in the service delivery process through transparency in the procedures by which they resolve service failures and to remain committed to their service recovery promises to customers. It is also proposed that airlines should secure increased positive word of mouth through offering satisfactory service recovery.

Very little research in the South African context exists which focusses on the influence of customers satisfaction and commitment in the airline industry. This paper helps in establishing the antecedents of customer commitment after service failure in the airline industry.