Building customer trust and loyalty: an empirical study in a retailing context

The role of customer affection and trust in loyalty rebuilding after service failure and recovery

“…Relationship marketing literature demonstrates numerous evidence that trust is a key antecedent to customer loyalty (Garbarino & Johnson, 1999;Morgan & Hunt, 1994;Reichheld & Schefter, 2000;Sun & Lin, 2010). Yim et al (2008) also show that in addition to customer -firm affection, customer trust influences loyalty intention, verifying the links from customer-firm affection to loyalty intention and from customer trust to loyalty intention.…”

Mobile Money: The Effect of Service Quality and Competition on Demand

“…Greater expertise would thus naturally lead to greater competence trust. Sun and Lin (2010) find that department store benevolence trust and competence trust both increase customer loyalty (measured on a scale that includes future repeat purchase intent). Because transparency likely engenders benevolence trust in agents, and expertise likely engenders competence trust in agents, we posit the presence of a "transparency effect" and an "expertise effect": customers reward agents for pricing transparency and expertise, respectively, with higher demand.…”

Impact of Salesman Behavior on Customer Satisfaction : Anemprical Study of Dairy Retail Handlers

“…Ethical & Listening Behavior: Evans et al, (2012) described that ethics is connected with sales execution in light of its part in growing commonly advantageous organizations with two basic partners, customers and salespeople, and they urge specialists to direct experimental studies investigating the connections between ethics related variables and sales execution measurements. Multilevel reliability examination has demonstrated that a customer's connection to the salesperson brings general faithfulness for the firm (Sun & Lin, 2012). Researchers analyzed the impact of forefront service workers disposition and practices (e.g.…”