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Consumer trust, value, and loyalty in relational exchanges

This paper develops a framework for understanding the behaviors and practices of service providers that build or deplete consumer trust and the mechanisms that convert consumer trust into value and loyalty in relational exchanges. The proposed framework: 1. uses a multidimensional conceptualization for the trustworthiness construct, 2. incorporates two distinct facets of consumer trust, namely, frontline employees and management policies and practices, and 3. specifies value as a key mediator of the trust-loyalty relationship. The proposed model is tested using data from two service contexts - retail clothing (N = 264) and nonbusiness airline travel (N = 113). The results support a tripartite view of trustworthiness evaluations along operational competence, operational benevolence, and problem-solving orientation dimensions. Moreover, the paper finds evidence of contingent asymmetric relationships between trustworthiness dimensions and consumer trust..Printed Journal

Ketersediaan

Call NumberLocationAvailable
PSB lt.dasar - Pascasarjana1
Penerbit American Marketing Association.,
Edisi -
Subjek Airlines
Consumer attitudes
Statistical analysis
Market research
Loyalty
Retailing industry
studies
ISBN/ISSN 222429
Klasifikasi -
Deskripsi Fisik -
Info Detail Spesifik -
Other Version/Related Tidak tersedia versi lain
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