Consumer trust, value, and loyalty in relational exchanges
Sirdeshmukh, Singh and Sabol, Journal of Marketing 66(1), 2002, 15-37. Tested a framework of consumer trust, value and loyalty in retail clothing (264 respondents) and airline travel (113 respondents). Results supported a tripartite view of trustworthiness: operational competence, benevolence and problem-solving orientation, related asymmetrically and dependent on context. Value fully mediated the frontline-employee effect on loyalty in retailing and partially mediated the management-policy effect in airlines; frontline employees mattered more in retailing and management policies and practices in airlines.
Sirdeshmukh, Singh and Sabol, Journal of Marketing 66(1), 2002, 15-37. Tested a framework of consumer trust, value and loyalty in retail clothing (264 respondents) and airline travel (113 respondents). Results supported a tripartite view of trustworthiness: operational competence, benevolence and problem-solving orientation, related asymmetrically and dependent on context. Value fully mediated the frontline-employee effect on loyalty in retailing and partially mediated the management-policy effect in airlines; frontline employees mattered more in retailing and management policies and practices in airlines.
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Sirdeshmukh, D., Singh, J., & Sabol, B. (2002). Consumer trust, value, and loyalty in relational exchanges. Journal of Marketing, 66(1), 15-37. doi:10.1509/jmkg.66.1.15.18449 https://doi.org/10.1509/jmkg.66.1.15.18449