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All Journal Jurnal Administrasi Bisnis Wacana, Jurnal Sosial dan Humaniora PROFIT : Jurnal Administrasi Bisnis Jurnal Manajemen Teori dan Terapan Journal of Information Systems Engineering and Business Intelligence Management and Economics Journal (MEC-J) Sketsa Bisnis JURNAL MANAJEMEN BISNIS JURNAL CRANKSHAFT Maker: Jurnal Manajemen Jurnal Leverage, Engagement, Empowerment of Community (LeECOM) Sprocket : Journal of Mechanical Engineering Journal of Digital Marketing and Halal Industry BISNIS & BIROKRASI: Jurnal Ilmu Administrasi dan Organisasi Surakarta Management Journal Automotive Experiences
Edy Yulianto
Unknown Affiliation
Aerospace Engineering Humanities Automotive Engineering Chemical Engineering, Chemistry & Bioengineering Computer Science & IT Control & Systems Engineering Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Electrical & Electronics Engineering Energy Engineering Environmental Science Industrial & Manufacturing Engineering Law, Crime, Criminology & Criminal Justice Materials Science & Nanotechnology Mechanical Engineering Social Sciences

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Journal : Jurnal Manajemen Teori dan Terapan

 1 
From Recall to Commitment: The Influence of Distributive Justice and Severity Recall on Affective Trust and Corporate Reputation in the Automotive Sector Astira, Ameylia Ayu; Yulianto, Edy; Rahimah, Anni
Jurnal Manajemen Teori dan Terapan| Journal of Theoretical and Applied Management Vol. 18 No. 1 (2025)
Publisher : Universitas Airlangga

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.20473/jmtt.v18i1.66154

Abstract

Objective: Widespread product recalls present a significant challenge in the global automotive industry, often leading to reputational damage and a decline in customer loyalty. Understanding how customers respond after a recall is essential, particularly in determining whether their commitment diminishes or remains intact. This study examines the influence of distributive justice, recall severity, affective trust, and corporate reputation on the affective commitment of customers who have experienced an automotive product recall for repair. The theoretical framework for this study is based on Rawls’ theory, social exchange theory, resource advantage theory, and attribution theory. Design/Methods/Approach: Data for this study were collected through an online questionnaire, with a total of 220 eligible respondents participating. The study utilizes partial least s equation modeling (PLS-SEM) to analyze the impact of distributive justice and recall severity on consumers' affective trust, company reputation, and affective commitment. Findings: This study found that distributive justice and recall transparency enhance affective trust and corporate reputation, ultimately strengthening customer commitment. A fair and transparent recall strategy can transform a crisis into an opportunity to foster loyalty. Originality/Value: The originality of this research lies in its exploration of previously unexamined interrelationships among variables in the context of automotive product recalls. Additionally, the inclusion of these specific variables offers a more accurate and comprehensive understanding from the consumer's perspective. Practical/Policy implication: Our research provides automotive companies with a strategic framework to turn product recalls into opportunities by leveraging personalized communication, enhancing service quality, implementing systematic problem-solving, and fostering trust-building initiatives. These strategies help sustain customer relationships during recalls by emphasizing emotional engagement, rigorous vehicle inspections, transparent communication, and community-driven programs.
Co-Authors . Ratnasari . Suharyono . Sunarti . Wilopo Abdullah B, Muhammad ACHMAD FAUZI Achmad Fauzi DH Achmad Fauzi DH Achmad Salim Adi Prawiranata Agita Kristian Yudhanto Akbar, Muhammad Hafidz Alanna Alia Hannantyas Alfredo Slamet Saputro Alifta Prajna Suyoso Andriani Kusumawati Andy Kurniawan, Andy Angel Ani Lestari Aniesa Samira Bafadhal Anik Mei Darwati Anni Rahimah Arief Budiman Astira, Ameylia Ayu Azmy Maulida Kurniawati Beyhaki Beyhaki Bimo Taufan Perwira Bony Yosua Setyaleksana Choirul Umamy Cindy Mei Alfionita Cory Caroline R.M Dahlan Fanani Della Andini Deni Dwi Prasetyo Dermawan, Totok Dian Wulan Fitriani Diandono Kuntjoro Yoga Dicky Pratama Diestutiace Lucky Puspita Dimas Fauzie Dina Setio Charity Dya Ana Pamartha Eka Intan Kumala Putri Eka Wulansari Elzagi, Verliana Endang Siti Astuti Endhar Widjaya Putra Ermawan Galih Prasetya Eviyani, Estin Rose Fadhila Madevi Fahmi Agus Fahruddin Fahrudi, Agung Nugroho Luthfi Imam Febe Yustina Setyningrum Febiana, Anjela Rini Feisal Abidin Gabriella Claudia Garit Suhendra Gery Gantara Hasesda, Sri Wulan Sari Adi Pandur Heda, Bonita Septiani Hendra, Joni Hendri Apriyandani Hendro Eko Yulianto Hermawant, Romy Husein Azis Rifai Ivana Kubrowati Januarisya Respati Jason, Jason Jesty, Jesty Jihan Khalida Kadarisman Hidayat Kansa Khairunissa Karisma Sri Rahayu Lie, Deviana Lily Purwianti Luthfi Imam Fahrudi, Agung Nugroho M. Fatkhul In’am M. Kholid Mawardi Maharanie, Regina Putri Marina Intan Pertiwi Ma’rifatul Jamilah Melissa Melissa Merry Bella Febriana Miftah Khoirudin Mitha Febriana Moch. Zulkifli Machmud Mochammad Al Musadieq Mohammad Iqbal Muhamad Bima Herstyana Putra Muhammad Fauzy Syarifuddin Muhammad Saifi Muhammad Syarifudin Muhtadan Muhtadan Muhаmmаd Erlаndy Hаekаl Mukhammad Kholid Mawardi Mukhammad Kholid Mawardi Nadiah Yusfita Nadiastika Hayyuna Zahra Naimah, Mutiara Kamilatu Nina Wachyu Ningsih Noerman, Teuku Novia Dessy Kartikasari Nugroho L.I.F, Agung Nugruho, Agung Nuri Luluk Khusnaeni Nurul Khayatin Pangestuti, Edriana Premi Wahyu Widyaningrum Puspa Ratnaningrum Suwarduki Radito Ibam Suseno Rahman Utami, Siti Yolanda Renandho Raditya Abdullah Reyhan Sinatrya Feiz Rezza Aulia Putra Riska Prinadi Risvi, Hellena Rizqy Aziz Basuki Rosyid Nurrohman Saraswati, Wahyulia SATRIYAS ILYAS Sella Widya Prafajarika Sentanu, I Gede Eko Sri Setiawan, Afif Mahardika Solly Aryza Srikandi Kumadji Stephen Intyaswono Sudjatno, Agus Suharyono Suharyono Suhendro, Budi Sunarti Sunarti Sunarti Supriono Supriono Suroso Suroso Swasta Priambada Tadya Aulia Utami Tri Аtmаdi Nugroho Tyas Purwitasari Usman Wibowo, Didik Vega Camelia Mohani Wahyu Prasetyo Wilopo Wilopo Wilopo Wilopo Winnugroho Wiratman, Manfaluthy Hakim, Tiara Aninditha, Aru W. Sudoyo, Joedo Prihartono Wirgiyanto, Ign Agus Purbhadi Wis Kurniawati Sene Wisnu Yuwono Yeronica, Fernanda Yogi Wahyu Prasetyo Yuni Arta Brilliani Yuni Eko Sevianingsih Yusri Abdillah Yustinus Purwamargapratala zainu Arifin ZAINUL ARIFIN Zulfida Zulfіda