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| Author: | Wang, S. Huff, L.C. |
| Title: | Explaining buyers' responses to sellers' violation of trust |
| Journal: | European Journal of Marketing
2007 : VOL. 41:9/10 p. 1033-1052 |
| Index terms: | trust service CONSUMER BEHAVIOUR |
| Freeterms: | buyer-seller relationships |
| Language: | eng |
| Abstract: | The purpose of this study is to try to explain buyer's reaction to seller's violation of trust. The buyer responses were researched through an experiment with business professionals, where four explanatory variables and four negative responses where identified and through them a 16 scenarios of violation of trust where created from which each business professional were given one and asked questions on what would be their probable response to them. The authors found that stage of trust and perceived probability of reoccuring violation had major main impacts on decline in trust, negative word-of-mouth and repurchase intentions. Integrity based attribution affected decline in trust, but the extent of violation had no main effects. |
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