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The Relationship Between Organizations' Response To Customer Complaints, Customer Trust, And Loyalty, Abimbola Ajibola
The Relationship Between Organizations' Response To Customer Complaints, Customer Trust, And Loyalty, Abimbola Ajibola
All Graduate Theses, Dissertations, and Other Capstone Projects
The purpose of this quantitative study was to examine the relationship between organizations’ responses to customer complaints and their effects on customer loyalty and trust. Four hypotheses were established for this study to help us gain a greater understanding of the dynamics of the responses to customer complaints and their relationship with trust and loyalty. Five independent variables (apology, timeliness, explanation, compensation, and dialogue/active listening) and two dependent variables (trust and brand loyalty) were used to test the hypotheses. An online survey was conducted through Qualtrics and data were collected from participants who were students at a Midwestern University. Facebook …
Organizational Trust As A Moderator Of The Relationship Between Burnout And Intentions To Quit, Glenn Trussell
Organizational Trust As A Moderator Of The Relationship Between Burnout And Intentions To Quit, Glenn Trussell
All Graduate Theses, Dissertations, and Other Capstone Projects
This research explores an individual's trust in his or her organization and an individual's perceptions of the level of organizational trust he or she receives as potential moderators of the relationship between burnout and intentions to quit. Reciprocal trust, as defined by high levels of both individual and perceived organizational trust, was also examined as a potential moderator. Research was conducted in partnership with a regional consulting firm. Survey data was collected through MechanicalTurk. A total of 2,922 participants from eighteen business sectors across the United States and Canada were represented. Level of trust was shown to significantly impact intentions …