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All Outputs (2)

Is high recovery more effective than expected recovery in addressing service failure? — A moral judgment perspective (2017)
Journal Article
Chen, T., Ma, K., Bian, X., Zheng, C., & Devlin, J. (2018). Is high recovery more effective than expected recovery in addressing service failure? — A moral judgment perspective. Journal of Business Research, 82, 1-9. https://doi.org/10.1016/j.jbusres.2017.08.025

© 2017 Elsevier Inc. In the context of two distinctive consumer categories and two different product settings, this research examines the effects of recovery on recovery performance as a function of consumer moral judgment of service failure. The fin... Read More about Is high recovery more effective than expected recovery in addressing service failure? — A moral judgment perspective.

Trust in financial services: the influence of demographics and dispositional characteristics (2017)
Journal Article
Moin, S. M. A., Devlin, J., & McKechnie, S. (2017). Trust in financial services: the influence of demographics and dispositional characteristics. Journal of Financial Services Marketing, 22(2), 64-76. https://doi.org/10.1057/s41264-017-0023-8

So far, very little attention has been paid to examining consumer perceptions of trust from an interdisciplinary perspective. The purpose of this study is to examine how consumer trusting belief and disposition to trust within the financial services... Read More about Trust in financial services: the influence of demographics and dispositional characteristics.