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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 Number | Location | Available |
|---|---|---|
| PSB lt.dasar - Pascasarjana | 1 |
| 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 |
| Lampiran Berkas | Tidak Ada Data |