How to repair customer trust after negative publicity: The roles of competence, integrity, benevolence, and forgiveness

The purpose of the comprehensive model presented here is to explain the underlying mechanism by which corporations can repair customer trust after negative publicity. The study sets out to examine corporate informational, affective, and functional initiatives managers take to influence three trustwo...

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Veröffentlicht in:	Psychology & marketing 2009-07, Vol.26 (7), p.572-589
Hauptverfasser:	Xie, Yi, Peng, Siqing
Format:	Artikel
Sprache:	eng
Schlagworte:	Consumer behavior Corporate image Forgiveness Publicity Studies Trust
Online-Zugang:	Volltext
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