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| Author: | Singh, J. Sirdeshmukh, D. |
| Title: | Agency and Trust Mechanisms in Consumer Satisfaction and Loyalty Judgments |
| Journal: | Journal of the Academy of Marketing Science
2000 : VOL. 28:1, p. 150-167 |
| Index terms: | TRUST AGENCIES CONSUMER SATISFACTION LOYALTY |
| Language: | eng |
| Abstract: | The authors propose a framework for understanding key mechanisms that shape satisfaction in individual encounters and loyalty across ongoing exchanges. In particular, the framework draws together two distinct approaches: (I) agency theory, rooted in the economic approach, that views relational exchanges as encounters between principals (consumers) and agents (service providers) and (2) trust research that adopts a psychological approach toward consumer-provider relationships. In so doing, the authors specify how trust mechanisms cooperate and compete with agency mechanisms to affect satisfaction in individual encounters and influence loyalty in the long run. Because a multidimensional conceptualization of trust is used, the hypothesized framework offers a fine-grained understanding of the interrelated mechanisms. |
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