The DOI matches its Crossref record; 10 of the 10 references it cites were found in a registry or an index.
Determinants of trust in a service provider: the moderating role of length of relationship
Abstract
Abstract Trust is a key factor in the establishment of long‐term relationships between service representatives and their customers. Prior research has documented that both "person‐related" (e.g. empathy, politeness and customer/service representative similarity) and "offer‐related" (customization, competence, reliability and promptness) service representative characteristics have an impact on trust. 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, we posit a contingency model of trust, suggesting that the effects of the above variables on trust are moderated by length of the customer/service provider relationship. Our model is tested in a business‐to‐business context by means of a mail survey involving 677 small business owners. The small business owners provided data about their relationships with their insurance industry service providers. Our results demonstrate how service representatives and firms can work toward the establishment of trust with their clients under varying market conditions.
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Cites
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An integrative model of organizational trust
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An Examination of the Nature of Trust in Buyer-Seller Relationships
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Determinants of Long-Term Orientation in Buyer-Seller Relationships
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Relationship Quality in Services Selling: An Interpersonal Influence Perspective
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Cited by
The role played by perceived usability, satisfaction and consumer trust on website loyalty
Flavián, C., Guinalíu, M., & Gurrea, R. (2006) · Information & Management · doi:10.1016/j.im.2005.01.002 · Cited by 1,684
Kim, S., & Park, H. (2013) · International Journal of Information Management · doi:10.1016/j.ijinfomgt.2012.11.006 · Cited by 1,037
Trust in humanoid robots: implications for services marketing
van Pinxteren, M. M. E., Wetzels, R. W. H., Rüger, J., Pluymaekers, M., & Wetzels, M. (2019) · Journal of Services Marketing · doi:10.1108/jsm-01-2018-0045 · Cited by 528
(2011) · Journal of electronic commerce research · Cited by 456
Casaló, L., Flavián, C., & Guinalíu, M. (2007) · Online Information Review · doi:10.1108/14684520710841766 · Cited by 349
Metadata
- Authors
- Coulter, K. S., & Coulter, R. A.
- Venue
- Journal of Services Marketing
- Publisher
- Emerald
- Published
- 2002-02
- Volume
- 16
- Issue
- 1
- Pages
- 35-50
- ISSN
- 0887-6045 (ISSN-L)
- OpenAlex
- W1988203348
- Cited by
- 541
- References
- 10
- FWCI
- 9.47
- Type
- journal article
- Language
- en
- Open access
- closed
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Data sources
Bibliographic data: Semantic Scholar, OpenAlex, Crossref.
Contains information from the Semantic Scholar Academic Graph Datasets, made available under the ODC Attribution License (ODC-BY 1.0).
Semantic Scholar’s data is described in: Kinney, R., et al. (2023). The Semantic Scholar Open Data Platform. arXiv:2301.10140.
