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CiteWeb id: 20020000201

CiteWeb score: 3458

The authors develop 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 authors test the proposed model 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 authors find evidence of contingent asymmetric relationships between trustworthiness dimensions and consumer trust. For frontline employees, benevolent b...

The publication "Consumer Trust, Value, and Loyalty in Relational Exchanges" is placed in the Top 10000 of the best publications in CiteWeb. Also in the category Business it is included to the Top 100. Additionally, the publicaiton "Consumer Trust, Value, and Loyalty in Relational Exchanges" is placed in the Top 1000 among other scientific works published in 2002.
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