Trust Repair In Public Air Transport Violations

The trust attracted much attention to academic researchers because of its wide-ranging results.Trust is a positive belief that an individual is about other individuals,groups and organizations,and such positive belief leads to the necessary practices and outcomes for these individuals,groups and organizations.Regardless of these benefits and significant results of trust,sometimes violations happen,which can lead to broken or harmed trust.In order to continue the relationship or to work efficiently again,it is essential to restore or repair the broken trust.There has been limited studies on breach of trust and repair in the public air transport.Therefore,the present research seeks to help close this gap in understanding the topic as individuals differ in how they recognize and respond to trust violations depending on their attribution in the public air transport.The basic purpose of our study was to restore the trust in the public air transport when the trust is damaged because of causal based violations.More specifically,drawing on the theory of "causal attribution",the objective of the conceptual framework introduced here is to demonstrate the underlying construct of public trust repair implications of using different trust repair strategies including(affective and substantive repair strategy)instantaneously after different causal based violations(perceived Locus,perceived controllability,and perceived stability)in public air transport.The current study pinpoint the direct effect of causal attributions(perceived locus of causality,perceived controllability,and perceived stability)with trust repair strategies(affective and substantive repair strategy)and public post trust.In addition,we explored the psychological mechanism of trust repair strategies(affective and substantive repair strategy)between causal attribution(perceived locus of causality,perceived controllability,and perceived stability)and public trust.Hence,the mediating effect of trust repair strategies in the relationship between causal attributions and public post trust is also considered.Data were collected using self-administered questionnaires.The population of the study were passengers who had experienced the violations of services in the past years.We used an experimental scenario-based approach to enhance the perceived causal attributions as designed in our research purpose.We conducted a survey in an airport to test the research model and collected data from 400 respondents.With help from this airport administration,400 questionnaires distributed,398 questionnaires were returned and 355 questionnaires were finalized and usable for statistical analysis,representing an impressive response rate of 88 percent.The theoretical model was verified by using LISREL software,and outcomes indicate that all the hypotheses we recommended are accepted.The results of our study revealed that,when violations are due to an organization(perceived locus)and they can be controlled(perceived controllability)as well as that it is stable(perceived stability),these conditions lead to the breach of public trust,moreover the effectiveness of repairing strategy is also decreased.Moreover,the affective repair and substantive repair by the airline is positively related to the public trust.In addition,we compared three alternative models(direct,indirect,and saturated)in terms of their fit indices and path coefficients.The results makes it evident that trust repair strategies(affective and substantive)are a significant mediator in public trust repairTheoretical and practical suggestions as well as limitations and future directions are also discussed.