A Study on the Relationship of Service Justice, Trust and Loyalty

Abstract

This paper aims to discuss the relationships among service justice, customer trust and customer loyalty in service relationships, basing on empirical analysis. The data analysis indicated that the dimensions of distributive justice, procedural justice and informational justice have a significant influence on cognition trust, The dimensions of procedural justice, interactive justice and informational justice have a significant influence on affection trust, Service justice has a significant influence on customer loyalty, Customer trust has a significant influence on customer loyalty. According to this data analysis, the paper lists the limitations and suggests future research directions.