haku: @author Coulter, R. A. / yhteensä: 1
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| Tekijä: | Coulter, K. S. Coulter, R. A. |
| Otsikko: | The effects of industry knowledge on the development of trust in service relationships |
| Lehti: | International Journal of Research in Marketing
2003 : MAR, VOL. 20:1, p. 31-44 |
| Asiasana: | TRUST SERVICE RELATIONSHIP MARKETING |
| Kieli: | eng |
| Tiivistelmä: | Prior research has documented that both "personality- related" (e.g., empathy, politeness, and customer/service representative similarity) and "performance-related" (customization, competence, reliability, and promptness) service representative characteristics have an impact upon trust in the service provider. However, the relative importance of these characteristics, and in some cases the direction of their relationships with trust, has varied across studies. In this paper, the authors posit a contingency model of trust, suggesting that the effects of the above variables on trust are moderated by a customer's knowledge of, or familiarity with, the service industry in question. The authors' model is tested in a business-to-business context by means of mail surveys involving a large sample of small business owners. |
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