Antecedents of the client’s trust in low- versus high-consequence decisions

Terres, Mellina da Silva; Santos, Cristiane Pizzutti dos; Basso, Kenny

doi:10.1108/jsm-11-2013-0295

Cited by 17 publications

(30 citation statements)

References 70 publications

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“…It is noted that the confidence for these consumers is formed by both cognitive (promise fulfillment and product and brand perceived reliability) and by affective aspects (honesty perceived in the employees and in the managers). This approach of affective and cognitive precedents is found in the literature on trust by Johnson and Grayson (2005) and Terres, Santos and Basso (2015). In addition to the influence of these variables on choice, consumers prefer information from TV and pamphlets.…”

Section: Configuration Of the Clustersmentioning

confidence: 96%

Expectations concerning retail: a study of clothing and shoe consumers at the bottom of the social pyramid

Antoni

Basso

2016

RBGN

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Purpose -To understand different perceptions of retail by consumers at the bottom of the social pyramid, to thus understand specific market niches that are a part of the low income segment.Design/methodology/approach -We carried out a survey including 560 cases. We also used cluster and discriminant analysis.Findings -We observed the formation of four groups of customers, which showed significant distinctions in the characteristics considered for choosing a store.Originality/value -The clusters represents a discriminant effort to highlight the differences between consumers considered in the same group of analysis, the bottom of the pyramid. Managerially, retail managers can assess their retail mix, and then drive more focused strategies and operations.

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Section: Configuration Of the Clustersmentioning

confidence: 96%

Expectations concerning retail: a study of clothing and shoe consumers at the bottom of the social pyramid

Antoni

Basso

2016

RBGN

Self Cite

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“…The multidimensional nature of trust is illustrated by the fact that the concept consists of an affective (Punyatoya 2018 ), a cognitive (Terres, Dos Santos & Basso 2015 ) and a contractual component (Krishnan, Geyskens & Steenkamp 2016 ). Affective trust refers to the confidence one places in another on the basis of feelings generated by the level of care and concern the other party demonstrates (Johnson & Grayson 2005 ).…”

Section: Introductionmentioning

confidence: 99%

“…Cognitive-based trust implies that individuals seek rational reasons to trust another party (Erdem & Ozen 2003 ). High-consequence exchanges are generally complex situations that force customers to make an extra cognitive effort to evaluate their decisions and alternatives carefully (Terres et al 2015 ). Contractual trust is found in a mutual understanding between partners to adhere to a specified agreement, which means that this type of trust is strongly related to moral standards of honesty and trustworthiness (Sako 2006 ).…”

Section: Introductionmentioning

confidence: 99%

Trust in independent community pharmacies: Do employee-related factors matter?

Theron

Pelser

2020

Health SA Gesondheid

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Background: Offering quality healthcare services in South Africa’s remote areas remains a challenge. Pharmacies, and independent community pharmacies (ICPs) in particular, can play a vital role in providing access to pharmaceutical products and services in these areas.Aim: Part of the success of ICPs is the role that their employees play in building trusting relationships with pharmacy clients. It is against this background that this article investigates key employee-related factors that contribute towards building affective, calculative and contractual trust when pharmacy clients are serviced.Setting: Clients of a specific ICP group participated in the study. The selected ICP group, which manages eight pharmacies across the Western Cape Province, has between 8000 and 41 000 active client profiles per pharmacy.Methods: All 299 respondents who participated in the study were personally interviewed. Statistical analyses were done through Statistica, and structural equation modelling (SEM) with partial least squares (PLS) was used to assess both the measurement and the structural model.Results: Although a number of significant relationships were confirmed, the importance of especially familiarity is highlighted when trust is managed in a pharmacy client-employee relationship.Conclusion: Given their geographical location, ICPs are ideally situated to provide access to healthcare services in the more remote areas of South Africa. By focusing on managing trust, ICPs can ensure a more constructive experience to their clients.

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“…It is a relationship with an individual or a group connected to a relational orientation (Young, 2006) and based on the hope that the second part will satisfy what was previously established (Colquitt et al, 2007;Moorman et al, 2011). Trust is a construct that possesses both emotional and cognitive appeal (McAllister, 1995;Sirdeshmukh et al, 2002;Terres et al, 2015) and it is a predictor of behavior consequences, such as satisfaction and loyalty (Martínez, 2015). As pointed out by Braga Junior et al (2019) consumers suspect the company when there is tendency for the product to be manipulated in order to be considered sustainable, creating an inverse relationship between Greenwashing and trust.…”

Section: Greenwashingmentioning

confidence: 99%

Greenwashing Study and Consumers’ Behavioral Intentions

Mangini

Amaral

Conejero

et al. 2020

CBR

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The concern with the environment can change the consumer’s view, who seeks eco-friendly products. On the other hand, greenwashing is an act of disguising a weak environmental activity by companies. The aim of this paper is to analyze Greenwashing as a predictor variable of Consumer Perceived Confusion and Trust and how these two constructs influence Behavioral Intention. The research method is quantitative, with a cross-section, non-probabilistic and accessibility sample. The statistical analysis used Structural Equation Modeling. The analyzed product announces that has green marketing approach, but it is considered a deceptive action to deceive the consumer. The proposed hypotheses were statistically supported and as contributions this paper approached the existing relations between greenwashing and purchase intention, showing the importance of the Consumer Perceived Confusion and Trust constructs applied in the conceptual model. The study proved that consumer when perceiving Greenwashing tends not to trust in the product and in the brand. The biggest challenges for companies are taking actions that can represent a concern for the environment since consumers pay more attention to these factors and are less likely to accept the practice of greenwashing.

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Antecedents of the client’s trust in low- versus high-consequence decisions

Cited by 17 publications

References 70 publications

Expectations concerning retail: a study of clothing and shoe consumers at the bottom of the social pyramid

Expectations concerning retail: a study of clothing and shoe consumers at the bottom of the social pyramid

Trust in independent community pharmacies: Do employee-related factors matter?

Greenwashing Study and Consumers’ Behavioral Intentions

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