The Moderating Influence of Broad-Scope Trust on Customer–Seller Relationships

OPEN ARCHIVE

Union Jack
Dannebrog

The Moderating Influence of Broad-Scope Trust on Customer–Seller Relationships

Vis flere oplysninger

Titel: The Moderating Influence of Broad-Scope Trust on Customer–Seller Relationships
Forfatter: Hansen, Torben
Resume: Trust relates not only to customer trust in individual companies (i.e., narrow-scope trust) but also to the broader business context in which customer–seller relationships may develop (i.e., broad-scope trust [BST]). Based on two surveys comprising 1155 bank consumers and 817 insurance consumers, respectively, this study investigates the moderating influence of BST on relationships between satisfaction, narrow-scope trust, and loyalty and also examines the direct influence of BST on these variables. The results indicate that whereas BST negatively moderates relationships between satisfaction and narrow-scope trust and between narrow-scope trust and loyalty, BST positively moderates the relationship between satisfaction and loyalty. In addition, it is demonstrated that BST positively influences customer satisfaction and narrow-scope trust. C 2012 Wiley Periodicals, Inc.
URI: http://hdl.handle.net/10398/8858
http://dx.doi.org/10.1002/mar.20526
Dato: 2014-01-03

Creative Commons License This work is licensed under a Creative Commons License.

Filer Størrelse Format Vis
moderating_influence_torben_hansen.pdf 661.8Kb PDF Vis/Åbn Article

Dette dokument findes i følgende samling(er)

Vis flere oplysninger