声明
摘要
ABSTRACT
Table of Contents
Chapter 1 Introduction
1．1 Research Background and Research Significance
1．1．1 Research Background
1．1．2 Research Significance
1．2 Research Problem
1．3 Research Content
1．4 Research Method
1．5 Innovation Point
Chapter 2 Literature
2．1 Concept of Trust
2．1．1 Trust as a Theoretical Concept in Sociology
2．1．3 Trust as a Theoetical Concept Psychology
2．1．4 Trust as a Theoretical Concept in Management
2．2 Concept Closely Related to Trust
2．2．2 Integrity
2．2．4 Benevolence/Concern
2．2．5 Initial Trust
2．2．6 Development of Trust
2．4 Trust Violation and Repair
2．5 Service Failures
2．6 Apology and Compensation as Trust Repair Strategy
2．7 Attribution Dimensions
Chapter 3 Theory and Hypotheses
3．1 Atttibution Theory
3．2 Hypotheses DeveIopment
3．2．2 Controllability
3．2．3 Stability
3．2．4 Mediating Effect of Affective Recovery
3．2．5 Mediating Effect of Substantive Recovery
Chapter 4 Methodology
4．2．1 Population
4．2．2 SampHng Method and Sample
4．2．3 Sample Size
4．2．4 Pmcedure
4．2．5 Questionnaires
4．2．6 Data Conection in Four Scenarios
4．3 Demographic Characteristics
4．4 Ethical Attentions
4．5 Pilot Testing
4．6 Validity and Reliability
4．7 Measures Used
4．7．2 Perceived Controllability
4．7．6 Post Trust
Chapter 5 Results
5．1 Demographic Analysis
5．1．2 Experience
5．1．3 Gender
5．1．4 Age
5．4 Convergent Validity
5．5 Discriminant Validity
5．6 Stmctural Model
5．7 Hypothesis Testing
5．7．2 Test of Hypothesis 2a-2b
5．7．3 Test of Hypothesis 3a-3b
5．7．4 Test of Hypothesis 4a-4b
5．7．5 Mediating Effect Testing
Chapter 6 Discussion and Conclusion
6．1 Discussion of Key Findings
6．2 Implications
6．3 Limitations and Future Research
References
Appendix
Acknowledgements
The Applicant Profile
中国科学技术大学;
